Empower Agents


CCaaS that makes it easy to focus on the customer 

Customer service agents play a vital role in your business. They're your voice whenever customers get in touch, and every day they need to balance efficiency with quality of service. Our contact centre platform, Cxp, makes the agents job easy.  

It's user-friendly and truly omnichannel, giving them all the tools they need to make every contact matter and deliver the best customer experience.  

empower agents
empower agents

Why TelXL

 

We’re software developers and CCaaS specialists with over 20 years’ experience, but above all, we know what matters to customers and the important role the agent plays to ensure excellent customer service is provided.  

 

We know it’s important to put customer experience first, and we know every interaction counts. Cxp has been built to empower agents to be more efficient. Within a single interface agents can easily handle incoming tasks, get a 360 view of customer history, and transfer interactions to back office staff using a MS Integration.

 

customer-experience

Simple interface

 

Flicking between screens or navigating complicated page structures mid-interaction is stressful.Cxp makes the agent experience stress-free and user-friendly.  

 

Everything's in one place, from communication channels to contact history and tasks, making the system easy to learn and simple to use. Meanwhile, you can control what agents see, keeping them focused on what matters to them and nothing else.  

 

 

digital-channels

Self-service task management

 

In a busy workplace, managing workloads is a constant challenge. If you can empower agents to manage their own workloads, you can reduce their stress and increase confidence. That's what Cxp's Task Belt does. 

 

It displays their highest-priority tasks dynamically - so they can rapidly prioritise according to need without micro-management or time-consuming admin. 

360-visibility

Faster resolutions

 

Customers don't want to spend hours trying to resolve issues. Cxp has been designed to support quick resolutions, on your customer’s preferred communications channel. Features like smart IVR, real-time presence sync, case routing, callback queue management and dynamic task prioritisation, not only boosts first-time fixes, it minimises missed opportunities and overall customer experience. 

Other features

Truly omnichannel

Handle voice calls, email, WhatsApp, webchat and social media in one platform with a single-pane view of all - so agents have an instant overview of contact history when they need it.

Response templates

Speed up written interactions with templated responses to common queries - so each agent can provide approved messages with efficiency and confidence.

First contact resolution

With seamless Microsoft Teams integration, agents can rapidly collaborate with other departments to resolve queries first time, stress free.

Prioritise with confidence

Cxp's Task Belt feature dynamically displays the most high-priotiy tasks - giving agents the confidence that they're working on the right thing at the right time.