Authenticx
Procurement partnerAbout
Authenticx is a healthcare conversation intelligence software company that uses AI trained exclusively on healthcare data to analyze 100% of patient and member interactions across phone calls, chat, and other channels. The platform surfaces friction points, compliance risks, and quality issues within contact center conversations for pharmaceutical, health insurance, medical device, and healthcare provider organizations. Authenticx serves enterprise healthcare leaders by converting unstructured c...
Details
Website
authenticx.comOfferings
8 active
VenSearch Intelligence
Ideal Customer
- Authenticx's sweet spot is large enterprise healthcare organizations — primarily Fortune 500-scale health plans, large pharmaceutical manufacturers, and major health systems — that operate high-volume contact centers and need AI-driven conversation analytics at scale.
- The company explicitly describes its customer base as 'primarily consisting of large healthcare enterprises,' with notable use cases including top-5 Medicare health plans, specialty pharma manufacturers managing hub and patient-support programs, and regional health systems.
Key Differentiators
- Authenticx's primary differentiator is its exclusive focus on healthcare — its AI models are trained solely on healthcare conversations, enabling it to extract 30% more accurate medical terminology, medication names, and program-specific context than generalized contact center analytics platforms.
- Its proprietary Eddy Effect™ framework is a unique, branded metric that identifies where patients and members become 'stuck' in their healthcare journey due to process, people, or technology failures, giving buyers a repeatable operational improvement lens not available in generic speech analytics tools.
Industries Served
- Authenticx operates exclusively within healthcare, serving three primary verticals: health insurance payers (managed care, Medicare Advantage, health plans), healthcare providers (hospitals, health systems), and pharmaceutical and life sciences companies (drug manufacturers, specialty pharma, hub service programs).
- The platform is purpose-built for healthcare contact centers and patient-support operations, with specialized AI models for pharmacovigilance, CAHPS/Star Ratings improvement, therapy adherence, and adverse event detection.
Service Coverage
- Authenticx is headquartered at 9405 Delegates Row, Indianapolis, Indiana 46240, and operates primarily in the United States, where approximately 70% of its workforce is based in Greater Indianapolis and the remaining ~30% works remotely across the U.S. While its employee footprint spans North America, Asia, and Europe, its platform is designed for U.S. healthcare enterprises and supports compliance with both U.S. regulations (HIPAA, CCPA, PCI DSS) and international privacy frameworks including GDPR (EU and UK), indicating capability to serve multinational healthcare clients.
- No specific international office locations or defined foreign customer counts have been publicly disclosed.
Partnerships
- Authenticx integrates via flexible APIs with major CCaaS platforms including Five9, Genesys, Amazon Connect, NICE CXone, and Vonage, as well as CRM systems such as Salesforce, and IPaaS platforms including MuleSoft, Twilio, Qualtrics, and ServiceNow.
- The company launched an AI Agent Assist application on the Salesforce AppExchange in October 2025, formalizing its presence in the Salesforce ISV ecosystem.
Company Size & Ownership
- Authenticx was founded in 2018 by Amy Brown and has approximately 130–152 employees as of mid-2026, reflecting consistent growth from roughly 102 employees in 2023.
- Revenue estimates from third-party sources range from approximately $14.7M (ZoomInfo) to $19.8M (GetLatka, most recent) annually, with 2023 figures cited at $11.3M, suggesting strong year-over-year growth.
Compliance & Certifications
- Authenticx holds SOC 2 Type I and Type II certifications and is HIPAA compliant, with its infrastructure hosted on Microsoft Azure with geo-redundant failover and Azure Active Directory for role-based access controls.
- The platform also adheres to GDPR (both EU and UK), CCPA, and PCI DSS standards, positioning it for regulated healthcare and life sciences enterprise buyers.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
8 offeringsBusiness Insights
Business Insights is an AI-powered analytics module within the Authenticx platform that analyzes healthcare conversations at scale to reveal patterns behind customer behavior and operational performance. It uses proprietary models including the Eddy Effect to identify friction points, trending topics, repeat callers, call resolution, patient journey stage, and sentiment across the entire customer lifecycle. Teams can use auto-generated dashboards, spotlights, and trending data to understand root causes of issues like therapy abandonment, member disengagement, and operational bottlenecks.
Client Success
Client Success is a dedicated account management and support service where every Authenticx client is assigned a Project Manager and Client Success team from day one to guide onboarding, platform configuration, and ongoing use. The team tailors the platform to the organization's language, processes, and strategic goals, and provides regular check-ins, account reviews, and insight-to-action guidance. Clients can expect clear operational insight within the first 45 days and ongoing quarterly or more frequent workshops to drive continuous improvement.
Insights Services
Insights Services is a portfolio of expert-led consulting sessions that help healthcare organizations translate conversation data into data-backed stories and actionable plans. Offerings include Executive Insight Presentations, Insights Workshops, Insights Checkpoints, Journey Analysis and Workshops, and a Storyteller Certification program that trains internal teams to independently interpret and communicate conversation data. Sessions are facilitated by Authenticx in-house experts including former clinicians, quality control leaders, and pharma specialists.
Integrations
Authenticx offers flexible API-based integrations that connect the conversation intelligence platform to existing CCaaS, IPaaS, and CRM systems including Five9, Genesys, Amazon Connect, NICE CXone, Vonage, and Salesforce. The integrations allow organizations to ingest conversation data from multiple channels and push insights back into business systems without adding operational complexity. The platform is hosted on Microsoft Azure with geo-redundant backups and meets SOC 2 Type I and II, HIPAA, GDPR, CCPA, and PCI DSS standards.
KBo Personal AI Research Analyst
KBo is an embedded personal AI research analyst within the Authenticx platform that allows users to ask natural language questions and receive instant, thorough responses based on real-time conversation data. Users can ask KBo to surface key challenges in therapy adherence, summarize emerging safety themes, identify behaviors driving quality gaps, or highlight drivers of discontinuation across patient journeys. KBo is available within both the Business Insights and Quality and Coaching modules to reduce time spent searching and accelerate decision-making.
Quality & Coaching
Quality & Coaching is a call center quality management module that automates QA scoring across up to 100% of contact center interactions to identify performance gaps and coaching opportunities. It uses AI Completed Evaluations and AI Coaching Notes to score agents on standard skills such as communication, active listening, and professionalism, and delivers automated feedback directly to agents. Custom quality rubrics, performance reporting, and agent-facing dashboards allow teams to accelerate onboarding, reduce call volume, and improve handling consistency at scale.
Safety & Compliance
Safety & Compliance is a healthcare-specific AI module that automatically detects adverse events, product quality complaints, and special situations within patient conversations to reduce false positives and streamline pharmacovigilance workflows. The system pinpoints exact moments in transcripts where safety events occur, detects whether agents acknowledged them, auto-populates safety forms with patient and event details, and routes completed forms downstream to systems of record including Trilogy and Veeva Vault. It supports compliance with HIPAA, GDPR, CCPA, and PCI DSS and integrates with leading PV platforms via open API.
Targeted Conversation Analysis
Targeted Conversation Analysis is an expert-led deep-dive service where Authenticx data analysts use proprietary AI tools combined with human validation to investigate specific patient populations, journey moments, or business questions within conversation data. The team proactively monitors for performance shifts and emerging themes, and supports on-demand deep dives when leadership needs evidence beyond standard dashboards. Findings are delivered through curated audio montages and clear narratives, often feeding directly into Insights Workshops for team alignment and action planning.
Considering Authenticx?
Our team will work with you to determine if Authenticx is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.