Cxp Insights 

Transform your customer data into competitive advantage, completely risk free. 

AI-powered voice analytics solution that transforms customer and employee interactions into actionable business intelligence.

 

Receive a comprehensive insight report for a one-off fee. If you proceed to purchase any TelXL product on a 12-month contract, TelXL will refund the full amount — making this a risk-free opportunity to unlock the value in your customer conversations.

 

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Customer Experience (CX) Transformed

 

At TelXL we understand the expense and time it takes selecting, learning, and adopting a new solution. Cxp Insights removes this expense and complexity by providing cutting-edge AI technology which analyses customer interactions. Providing insights into what you actually need before you begin your solution selection journey. 

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The Customer Experience challenge

Data Overload

Business generate vast amounts of customer interaction data but often lack the capability to transform into meaningful insights that drive decisions 

Fragmented Insights 

 

Inadequate or completely absent QA processes result in inability to gain a holistic view of customer and employee interactions across touch points. 

Missed Opportunity 

Untapped data leads to missed opportunity to improve sales performance, service quality customer experience, and employee development initiatives 

Traditional vs AI-Powered QA 

 

 

Traditional QA has limited coverage with less than 5% of interactions being manually reviewed, leaving critical interactions unmonitored increasing compliance risks. AI processes 100% of interactions, providing full visibility & significantly reducing missed issues

Human reviewers may apply inconsistent criteria, leading to variations in scoring and feedback quality. AI models score calls based upon predefined criteria, eliminating subjectivity and ensuring consistent evaluations

Manual review processes create delays in coaching opportunities, reducing their effectiveness. AI analyses both words and tone to detect shifts in customer sentiment and emotional state for proactive support.

How it works  


The Cxp Insight audit is designed to be simple, secure, and efficient - giving businesses access to deep insight from historic customer conversations without complex setup or integration. 

Secure Upload 

Upload past call recording (Wav or MP3) and metadata files to a dedicated AWS S3 location with simple guidance. 

Data Processing 

Audio files are transcribed using high-accuracy AI models optimised for telephone audio, creating searchable structured text. 

AI Analytics 

Transcripts are analysed across multiple dimensions including topic classification, agent performance, and automation opportunities.

Insight Delivery 

Access interactive dashboard and receive a guided review session highlighting key findings and improvement opportunities.

Report Highlights

 

Understand what is really driving customer contacts through Category & Topic identification

View important customer experience metrics such as CSAT and issue resolution  

Quality monitor employees performance and compliance when dealing with customer issues

Identify call trends and customer sentiment

Uncover opportunities for automation potential understanding complexity and potential ROI

Example reports 

 01. Agent Performance Insights.pdf​ 

 02. Managers Insight Report.pdf​ 

 03. Executive Team Insights Report.pdf​ 

 

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 Transformational benefits 

 

Enhanced Employee 
and Customer 
Experience  

Gain insights into employee 
performance and customer 
satisfaction to create a 
more positive and 
productive environment for 
both stakeholders. 

Boost Sales and
Customer Retention

Understand customers 
more deeply to tailor 
approaches to sales and 
customer service, driving 
revenue and loyalty. 

AI Actionable Insights for 
Strategic Decisions 

Enable informed, strategic 
decisions that significantly 
impact business direction 
and success

Enhanced Productivity and Cost 
Savings

Identify opportunities to reduce repeat calls, 
improve agent productivity, reduce average 
handling time, and shift interactions to digital 
channels.

 

 

 Start your journey to risk free insight today.