Voice calls

The pillar of customer service, done right.

The voice call is still at the core of every contact centre, even in the omnichannel age. Cxp delivers it reliably for any workplace, whether office-based, hybrid or remote. 

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The reliability you need 

 

Most customers want to be able to call. Whether it's for reassurance or a complex enquiry, you need to be there for them. With our contact centre platform, Cxp, you will be.  

 

Our voice infrastructure has a 99.999% uptime guarantee, ensuring that you're there for your customers when they need you. And it's all delivered as a UK-based cloud service, so you can connect anywhere.  

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Core voice features 


Cxp enables a seamless voice experience both for your callers and for agents, so you can boost customer experience(CX) and productivity at the same time. 

 

Custom IVR gathers caller information. This ensures that they can be routed to the right place, while your agents have customer details before the call starts.  

Automatic call distribution (ACD) allows for multiple call routing options including hunt groups, skill-based routing and longest idle time - so that call routing works for you and your customers. 

You can choose to automatically state a caller's queue position while they wait, to manage expectations and reduce dropped calls. 

Reduce missed calls to zero with a queued call-back feature, ensuring that customers are called-back in a timely manner. 

Benefits


Our voice service is made to deliver enhanced customer experience and productivity gains, in a way that's easily adaptable to you.

Seamless CX

Rules-based, user-friendly call queue management makes it easy to route calls according to your needs. Combined with a powerful automated IVR, this ensures customers speak to the right person first time.

Empower agents

The IVR also gathers key caller info before they get through - so agents know who's calling before they start, giving them the confidence to handle calls more accurately.

Reduce missed calls

When callers are waiting, automatically state their position in the queue. Automate call backs if people do hang up. Cxp helps you reduce missed calls to zero.

Work anywhere

As a cloud solution, Cxp enables you to maintain a thriving contact centre whether your workplace is office-based, hybrid or fully remote.

Drive efficiency and quality


Cxp's voice functionality is great for both customers and agents - and it's also made for supervisors and admins. It's easy to manage and gives you all the tools you need to maximise efficiency and improve quality control. 

 

Display real-time information on core metrics so you can make quick, data-led decisions on resource management. In one click, supervisors can become agents, enabling rapid response in busier times. 

Built-in reporting module enables reporting on queues, teams, agent performance and more. 

Take a deeper dive into your historic data with ready-made Power BI integration that gives rich insights into your business, workflows and customers. 

Call recordings are high in quality and easy to search, enabling seamless sampling and complaint resolution. 

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Other features

Reliability

Cxp is hosted in tier-one data centres and our voice service carries a 99.999% uptime guarantee, ensuring that you're always there for your customers.

Bring your own voice

Cxp is SIP agnostic - which means you don't have to change carrier when you migrate to our platform. This makes onboarding easier, more flexible and cost-effective.

Microsoft Teams 

Seamless Microsoft Teams integration allows you to handle Teams messages without leaving Cxp. This enables instant internal chat during calls, driving up first contact resolution.

CRM integrations

Cxp also has plug-and-play integrations into major CRMs, unlocking screen popping, contact sync and more time-saving features for your agents.

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