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Contact centre the way you want it

The Customer Experience by TelXL.

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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.

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The Digital Experience

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

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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.

Learn more about Cxp

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.
Email
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.
AI
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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