Contact centre the way you want it

The Customer Experience by TelXL.

The Cxp suite

The Voice Experience

A feature rich voice-orientated Contact Centre as a Service (CCaaS) with all the tools to operate a highly available voice focused contact experience platform.

The Digital Experience

A digital-first contact centre experience providing unparalleled reach for your customers’ brands, bringing together digital platforms.

The Omni Experience

Combining both voice and digital to create omni-channel contact centre experience.

See the full feature list

Feature	Vxp	Dxp	Oxp

Channels

Voice
Email
Webchat / Livechat
WhatsApp
Facebook Messenger
Twitter DM
Instagram DM
Viber
SMS
PCI Credit Card Processing
Fax

Numbers

Geographic, National and Freephone Numbers
Memorable Numbers
International Numbers
Number Porting
Extensions

Automation

Interactive Voice Response (IVR)
Speech Recognition
Taskbot
Advanced Taskbot
AI Chatbot

Voice and telephony

Voicemail
Operator List
Call Controls
Deskphone
VoIP Phone
Hot Desking

contact management

Automatic Call Distribution (ACD)
Blacklist and Whitelist
Skills Based Routing
Queued Call Back
Abandon Call Back
Agent Pre-Call Announcements
Contact Response Templates
Scripts
List-Based Outbound Dialler
Call & SMS Broadcast

operational management

Operating Hours and Holidays
Tags and Dispositions
Rules and Workflow Builder
SLA Monitoring
Agent Presence States and Customisation
Single Sign On (SSO)
Call Recordings, Markings and Scoring
Storage - Call Recordings and Media

visual customisation

Drag and Drop Widget-based Agent Interface
Theme Drive Administration Interface
White Label
Customisable Login Page
Customisable Webchat Widget

Applications and Integrations

CRM Integrations
Workforce Management Integrations
Voice Analytics Integrations
Wide Range of Payment Service Providers
API Toolkit
Bring Your Own Voice

Reporting and MI

Realtime MI/Wallboards
Post Contact Surveys and CSATs
Comprehensive Range of Reports
IVR Usage Report
License Provisioning and Usage
CDR Report
Collected Data Download
CSV Export
Scheduled and Automated Reports
Reporting API and Access Points
API Access to Reports

Reseller Functionality

Bureau Billing
Customer Provisioning Wizard
Customer Theme and Brand Control

Channels

Feature	Vxp	Dxp	Oxp
Voice
Email
Webchat / Livechat
WhatsApp
Facebook Messenger
Twitter DM
Instagram DM
Viber
SMS
PCI Credit Card Processing
Fax

Numbers

Feature	Vxp	Dxp	Oxp
Geographic, National and Freephone Numbers
Memorable Numbers
International Numbers
Number Porting
Extensions

Automation

Feature	Vxp	Dxp	Oxp
Interactive Voice Response (IVR)
Speech Recognition
Taskbot
Advanced Taskbot
AI Chatbot

Voice and telephony

Feature	Vxp	Dxp	Oxp
Voicemail
Operator List
Call Controls
Deskphone
VoIP Phone
Hot Desking

contact management

Feature	Vxp	Dxp	Oxp
Automatic Call Distribution (ACD)
Blacklist and Whitelist
Skills Based Routing
Queued Call Back
Abandon Call Back
Agent Pre-Call Announcements
Contact Response Templates
Scripts
List-Based Outbound Dialler
Call & SMS Broadcast

operational management

Feature	Vxp	Dxp	Oxp
Operating Hours and Holidays
Tags and Dispositions
Rules and Workflow Builder
SLA Monitoring
Agent Presence States and Customisation
Single Sign On (SSO)
Call Recordings, Markings and Scoring
Storage - Call Recordings and Media

visual customisation

Feature	Vxp	Dxp	Oxp
Drag and Drop Widget-based Agent Interface
Theme Drive Administration Interface
White Label
Customisable Login Page
Customisable Webchat Widget

Applications and Integrations

Feature	Vxp	Dxp	Oxp
CRM Integrations
Workforce Management Integrations
Voice Analytics Integrations
Wide Range of Payment Service Providers
API Toolkit
Bring Your Own Voice

Reporting and MI

Feature	Vxp	Dxp	Oxp
Realtime MI/Wallboards
Post Contact Surveys and CSATs
Comprehensive Range of Reports
IVR Usage Report
License Provisioning and Usage
CDR Report
Collected Data Download
CSV Export
Scheduled and Automated Reports
Reporting API and Access Points
API Access to Reports

Reseller Functionality

Feature	Vxp	Dxp	Oxp
Bureau Billing
Customer Provisioning Wizard
Customer Theme and Brand Control

Co-create your customer experience with TelXL

We have found that some partners have very specific requirements. If you’re looking for a customer experience solution that is more individual and tailored, then you need Cxp Creator.

Cxp Creator
– The customer experience blank canvas.

With 400+ features including…

Voice

To enable partners to provide their customers with reliable and flexible voice solutions that will help make their customer interactions exceptional. The platform will flex with customer growth and take any unexpected peaks in its’ stride.

The first step in expanding customer reach. Partners can be safe in the knowledge that the email channel is a secure and flexible channel that is intelligently routed and prioritised giving customers and their agents a single customer view.

Messaging

A collection of messaging channels including Webchat, SMS, WhatsApp, Facebook Messenger, Twitter and Viber. Partners can offer customers fantastic reach and provide them the ability to converse between their end customers and either a human agent or an artificial agent.

Social

Customers can manage sales and service conversations on public platforms where the world is watching. Monitoring mentions, posts and likes and filtering the ones that matter is a key component to efficiently managing social conversations across platforms such as Facebook, Twitter and Instagram.

Turn the 9-5 operating contact centre into a 24/7 operating experience centre. Partners can offer their SMB customers the ability to provide an enterprise-grade contact centre operation.

Reporting

Partners and Customers can access all the historical and real time datapoints they care about to run and adjust their contact centre operation. From detailed call logs to handling time of the voice channels, through to SLA exceptions, agent efficiency and customer journeys – all the data you need.

Wallboards

Get a real-time view of the performance and efficiency of their contact centre in a graphical and visual way. Ideal for both on-premises and working-from-home operations every interaction is tracked in real-time. If the digital teams require a different view of the wallboards to the voice teams – no problem.

Speech & Text Analytics

Simply converting speech into text allows the analytics engine to surface patterns and trends that allow sales organisations to ensure their agents say the words that matter, or any organisation to pro-actively improve their end-customer interactions.

Level 1 Secure Payments Teams

Ensure that all credit and debit card payments are PCI DSS Level 1 secure using the DTMF capture method. With support for over 28 payment service providers (PSP) from Worldpay and Sage pay to RealCredit and Datacash, partners will be confident that their customers’ PSP will be supported and payments secure.

We believe the interactions between businesses and their customers should feel exceptional

Customisable UI

No matter the industry or agents’ workflows, create bespoke UIs that optimise productivity and enable exceptional interactions.

Simple billing

Keep every billing interaction within a single system – No more shifting from platform-to-platform to take payments.

Digital channels

Customers already have the perfect voice solution? Augment it with all the digital channels needed, via a digital-only Dxp licence.

Ultimate resiliency

99.999% uptime and triple resiliency ensure your customers’ interactions never drop, while providing great quality audio.

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