Xelion is a true omni-channel Unified Communications platform that supports a wide variety of organisational and business types and sizes, but there are many specific business models and industries that will benefit greatly from the features included with Xelion.
In this article we explore just 5 unexpected customer types who benefit from Xelion, and examine how in each case the included features of Xelion will solve specific problems that affect those customers.
Customers using Xelion have already discovered the many benefits of the platform, including:
- The simple licencing model, where all features are included with every licence, with no versions, editions, upgrades or renewals to worry about.
- The dynamic and customisable user interface that empowers the operator to control their communications easily across devices.
- The impressive Android and iOS applications, that deliver true Unified Communications features to smartphones and tablets.
- The highly configurable range of options to manage calls and chats, and to ensure that every customer interaction is managed well.
There are at least 5 unexpected customer types who benefit from Xelion, including:
- Organisations operating across multiple locations, or with flexible workplace arrangements.
- Franchise businesses with multiple stores that require strong branding controls and visibility of communications.
- Businesses that need to operate a distributed contact centre to assist customers.
- Professional services firms that track calls and recordings and remain in compliance.
- Businesses with a mobile workforce that need full Unified Communications even when on the road.
Read on to learn more about the 5 unexpected customer types who benefit from Xelion, and how implementing Xelion solves real world problems.
5 unexpected customer types who benefit from Xelion
Organisations operating across multiple locations, or with flexible workplace arrangements.
Managing a team across multiple locations, including those that work from home or have flexible work arrangements, can be a huge challenge. Customers need a Unified Communication system that gives everyone visibility of where their colleagues are and what their status and availability is. They also need a system that allows the whole team to adjust as workloads and circumstances change, covering customer calls and chats for their colleagues with ease.
Xelion enables everyone to stay in touch and know their colleague’s location and availability instantly.
With Xelion, the team is always in touch. Everyone can see the location and availability of their colleagues from within Xelion, and through calls, chat, SMS or video they can stay in touch. Having constant visibility of the whole team ensures that everyone can remain in contact and be productive as staff work between different locations, including working from home.
Flexibility to manage calls and chats with customers from any location.
Xelion empowers the operator to manage the phone and chat lines they are active in, and the devices they are using to communicate, all with just a click or a swipe. If a colleague needs to be offline unexpectedly, Xelion makes it easy for others to cover their absence, regardless of their location or device.
Distributed organisations with multiple locations or with flexible workplace arrangements are just one of 5 unexpected customer types who benefit from Xelion.
Franchise businesses with multiple stores that require strong branding controls and visibility of communications.
Franchise businesses present many communications challenges, and in particular it can be difficult to ensure that correct and consistent branding is presented to customers, and that standards of customer service and responsiveness are being met consistently across all locations.
Manage branding across all stores, no matter who takes the call.
Xelion provides powerful and flexible features to ensure that customers always hear the right messaging, no matter how they choose to interact.
- Need to present a consistent brand message and music on hold to customers calling across hundreds of stores? – easily done with Xelion.
- Want to present dynamic promotional information to customers based on the specific store they have called, or groups of stores based on their location? – also not a problem, with Xelion.
- Need unanswered calls routed to a central location with correct branding retained and clear visibility throughout? – Xelion makes it easy.
Franchise groups can stay on message and delight their customers, even across thousands of stores, with Xelion.
Flexible call handling so customer calls are never missed.
Busy retail stores are often unable to answer calls as in-person customers come and go and staff numbers change, but with Xelion, customer calls can be managed so that they are never missed. Calls can be routed based on schedules, time of day, staff availability, or other factors, to dynamically manage calls and allow the entire network of stores to work as a team.
- Want stores to be able to answer calls for each other? – easily done with Xelion.
- Prefer unanswered calls to be routed to head office? – not a problem.
- Happy to use email to allow stores to get back to customers? – all included with Xelion.
Franchise groups can rely on Xelion to deliver a flexible and powerful platform to ensure that customers receive excellent customer service across all stores and interactions.
Comprehensive reporting of customer interactions across all store locations.
Franchisors and groups of stores often seek to maintain common standards of customer service and call handling, but struggle when each store uses a different system and there is no easy way to view the communications across all store locations. With Xelion, each store can manage their own calls and be configured in a variety of ways, but always with comprehensive central visibility of all communications across all stores. A powerful reporting engine allows for scheduled or on-demand reports to be generated to show practically any information stores in the system, and visibility of live calls and chats can be delivered using Wallboards, Dashboards and other platforms.
Franchise groups and businesses with multiple stores are just one of 5 unexpected customer types who benefit from Xelion.
Businesses that need to operate a distributed contact centre to assist customers.
Many modern businesses choose to internalise the functions of a typical contact centre by assisting customers using a more dynamic and distributed approach. Rather than having a dedicated team of agents working internally or externally whose role is purely to answer or make calls, customers are choosing to distribute the functions of a contact centre across multiple teams and locations, allowing the business to respond dynamically in line with customer demand.
With Xelion, anyone can answer customer calls or chats, whatever their location.
Customers can empower anyone on the team to assist customers, allowing the contact centre function to include all staff working from any location. The operator can sign in to take calls or chats on specific lines on the fly, and switch between devices to suit their location and preferences. All staff have clear visibility of the calls and chats entering each line, and can cover for each other as demand shifts and changes throughout the day. Xelion makes it easy for the operator to control their communications, without depending on IT support for assistance.
Wallboard and dashboards provide complete visibility of the contact centre, wherever the agents are.
Once the province of dedicated contact centre systems, Xelion provides multiple customisable views of calls and chats to suit different requirements and situations. All Xelion apps include customisable wallboards, allowing users to view the status of each line in the system, even when using a smartphone or tablet device. Teams can be given visibility of live calls and chat sessions using the Statistics Dashboard, a customisable live view that shows exactly how the team is performing, and what customers are experiencing.
Customers operating a distributed contact centre are just one of 5 unexpected customer types who benefit from Xelion.
Professional services firms that track calls and recordings and need to remain in compliance.
Professional firms such as lawyers, accountants, financial advisors and financial planners often need to track calls and make recordings of conversations to confirm exactly what was said, or not said, when communicating with clients. Ensuring that such information is stored securely and in compliance with regulations is a major consideration, but firms are also seeking to leverage integrations between their communications platform and their practice software. Such integrations not only allow a record of interactions to be stored in their practice software, but also for specific functions such as entry of billing records related to calls to be created.
Integrated call recording with controls to pause and resume.
Xelion allows the recording of calls to be enabled by default, and then controlled by the operator, allowing them to pause and resume the recording as required. Recording can also be disabled, and then used only when required. Xelion stores recordings of calls for as long as required, and recordings can be accessed and downloaded by the operator based on their permissions. Call recordings and transcripts of calls can also be offboarded to external systems for firms with high call volume or more specialised requirements.
Xelion can be integrated with practice management applications.
Xelion offers multiples channels for integration with external systems, including a native RESTful API and multiple third-party platforms that deliver out of the box integrations between Xelion and specific CRM and ERP applications. When Xelion is integrated with practice management applications, customers can not only see the details of their client when they call but can also capture notes directly into their main application, and have entries automatically added to record interactions and even generate billing records. The possibilities are endless.
Professional services firms are just one of 5 unexpected customer types who benefit from Xelion.
Businesses with a mobile workforce that need Unified Communications even when on the road.
Many customers operate with staff that are mobile and working away from a physical desk phone, or even without access to a computer. In most cases, such staff end up being limited to using their mobile phone, with office-based colleagues managing their communications and transferring calls. Xelion changes the game by delivering iOS and Android applications that deliver the full power of omni-channel Unified Communications to staff, wherever they are. Using just a smartphone or tablet and Xelion, staff can not only assist customers by call or chat, but can stay in touch using internal chat, SMS, Webchat, WhatsApp messaging and video call. Xelion delivers the same features of the desktop app to mobile users, including access to reporting and even wallboards.
Sophisticated controls over all communications, using just a smartphone.
Xelion delivers an unmatched mobile experience for users of Unified Communications. The operator can sign in and out of lines, control their outbound caller ID number, access wallboards and reports, see the status and availability of colleagues and stay in touch using internal chat, and even respond to WebChat and WhatsApp chat requests from customers, all using their smartphone or table device. When it comes to true omni-channel Unified Communications on mobile devices, Xelion exceeds the competition.
Clever routing of calls by WiFi, mobile data and GSM to keep staff in touch.
Xelion keeps mobile users in touch and in control by using multiple channels to ensure that calls are always delivered. The operator can choose to use Wifi, mobile data or GSM calling to make and receive calls, and Xelion will fall-back to other channels to try and keep the call connected when coverage is poor. Staff working away from the office can see and manage their communications and adjust their settings to suit their needs during the day, reducing missed calls and ensuring that they stay in control.
Businesses with a mobile workforce that need Unified Communicatons are just one of 5 unexpected customer types who benefit from Xelion.
5 unexpected customer types who benefit from Xelion
Xelion was designed to be a powerful and flexible Unified Communications platform that was still easy to use, and as a result it can cater to a wide range of customer types and requirements.
In this article we have explored just 5 unexpected customer types who benefit from Xelion, but there are endless customer use cases that Xelion can address in elegant and cost-effective ways, all from a single Unified Communications platform.
If you’re curious about Xelion and would like to learn more, simply click HERE and book in your personal demonstration of the system.
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Proudly written by a human being without AI assistance.