One of the best aspects of Xelion is also perhaps one of the worst – the advanced features of Xelion are simply included as standard with every license of the product.
On the surface this might seem like simply a good idea, and it is truly a key point of difference of Xelion when compared with other platforms like 3CX, Dialpad, 8×8, RingCentral, Aircall, and others which all have multiple versions and add-on options that inflate the price of their products.
However, the one downside of this approach is that the amazing depth of features of Xelion can easily be forgotten or missed. They provide a wide range of advanced features of Xelion, but it’s important that partners and customers become aware of them!
In this article, we will explore a number of those “hidden” advanced features of Xelion included with every license and illustrate how they make omni-channel unified communications easy for your MSP and your customers.
Advanced features of Xelion
Easy call and presence management
In the era of remote and mobile working, Xelion empowers the operator to manage their calls and presence with ease. Administrators can deploy a surprising depth of features with permissions to suit each customer, to allow the operator to manage their communications without assistance from their helpdesk.
Manage inbound/outbound calling line on the fly
Have you ever found yourself leaving the office and forgetting to log out of a phone or hunt group, or change your status and switch to call forwarding?
Xelion gives each user the power to manage their status whilst on the move. You no longer need to rely on your IT department or telecoms supplier to change your personal phoneline or settings. Xelion makes working easy and takes away any worry about unnecessary disruption.
Xelion gives each user the ability to manage their own phoneline through a single interface on the desktop and mobile apps. Calls can be routed to the devices or apps of our choice with overflow and voicemail options incorporated as standard, meaning you are always in control. The phoneline settings allow users to update their status, listen to voicemails, change their greeting, and redirect phone calls through the phoneline settings in your softphone.
Operators can also control their outbound calling line on the fly, changing the calling identity and number that they present to reflect different roles or business users. This is just one of the simple but advanced features of Xelion that are included as standard.
Presence fully synchronised with MS365 and Teams
Xelion is tightly integrated with Microsoft 365 and Teams, and the integrations are free of charge for all Xelion users as standard, allowing users the ability to choose which elements to integrate depending on their needs.
Entra ID – Entra ID integration enables Xelion users to login using their MS 365 logins. It also enables auto provisioning of new staff members and single sign on.
Calendar – Calendar synchronisation pulls your Outlook schedule into your Xelion account, enabling real time changes to your Xelion status based on the meeting and activity in your Outlook calendar.
Contacts – Contacts are automatically added from your Outlook address book straight to your Xelion address book through contact synchronisation, making it simple and easy to search and call any contact.
Teams – Xelion and Teams have activity sync in both directions. This means that if you’re on a call on one of them, your presence setting will automatically update on the other – so you always know who’s available. This powerful feature ensures seamless communication and collaboration by keeping your status consistent across platforms, reducing interruptions and making teamwork more efficient than ever.
Stay in touch on the move with call flip
Ever wanted to continue a call on your mobile so you can get up and move around, or to seamlessly transfer a call to your desk so you can sit down and access your computer. With Call Flip, Xelion let’s you do both, seamlessly moving between devices without needing to return calls or take messages. This is one of the most useful advanced features of Xelion that is easily overlooked.
Smart call routing
Xelion extends beyond the basics of call routing, and provides features as standard that typically require higher editions or add-ons to competing platforms.
Automated skills-based call routing
If a business manages calls that fall into different categories, they may choose to automatically route callers to the staff who are best able to assist them. With skills-based routing, Xelion provides an elegant and easy to manage system that can allocate incoming calls to staff based on their assessed skills level.
Calls can be transferred to staff based on a hierarchy of their assessed skill levels, with calls never having to be transferred or leave the queue as part of the process.
Match caller to the last agent they spoke to
Imagine calling a business and finding that you are generally able to speak to the same person who assisted you last time. This is typically called Agent Matching, and Xelion provides it as a standard feature. With Agent Matching, Xelion allows calls to be routed within a queue to the agent who last interacted with the caller. This feature is simply built into the platform and provided with every license of Xelion, but would normally be an extra cost in many competing platforms.
Queue callbacks and forwarding
Xelion incorporates the feature of allowing callers to request a call back, rather than waiting in a queue. This feature reduces frustration and waiting time, and allows customers to be called back without needing to wait on hold. Many systems provide functionality of this type, but Xelion incorporates this functionality with every license of the platform, with no higher editions or versions needed, and no add-on products required.
Customer service
Xelion provides specific features designed to enhance customer service, and make it easier for the operator to provide the right type of service to the customer at the right time, and using the right communications channel.
Call whisper
For businesses who provide customer service, Xelion provides the facility where supervisors can assist operators talking to customers and provide guidance and training to them using the Whisper feature. This feature allows supervisors to listen in on calls and speak to the operator to assist them, without interrupting the call or impacting on the customer.
Omni-channel communications
Xelion provides true omni-channel communications, with support for calling, video calling and SMS, as well as integrations available with WordPress for native website chat, and with WhatsApp. Business can communicate where their customers prefer and use the channel that suits each situation, using the advanced features of Xelion.
Reporting
Xelion will cater to the reporting needs of any business with four distinct levels of reporting to take advantage of. From easy to access
wallboards and web-based graphs, to complex and tailored database interrogation, Xelion can meet the demands of every organisation.
All reporting modules are included in your Xelion experience as standard.
Statistics Dashboard
Xelion’s Statistic Dashboard allow you to monitor business performance in real time. Users can benefit from complete visibility of who is logged into queues, monitor missed calls, and stay up to date with overall communication performance.
Through the Xelion mobile app, Xelion users can manage their Statistics Dashboard to suit their needs. Whether you work for a large organisation or a smaller enterprise, it’s up to the you which features you need and how you want to set them up and allocate them. Various dashboards can be displayed within your team, and team statistics for departments and individuals can be viewed with in real time.
Wallboards
Wallboards provide real-time visibility of both individual and team communications. Designed primarily for inbound call queues, our interactive boards offer managers full visibility on how many calls have been answered or missed. At no extra cost, wallboards can improve overall business performance and can display all your core metrics on a big screen.
On-demand and automated reports
Web reporting is a series of pre-built online graphical reports that give quick and simple visibility of any group or individual user activities. It can be accessed via any web browser from any device, and managers can monitor the performance of a team or individual with easy-to-read charts and data sets.
Xelion’s automated reports provide more complex statistics, and allow for a deeper understanding of call groups, and individual user activity and performance.
Once automated within the admin console, reports can be scheduled to generate on a weekly or monthly basis and are sent via email to a list of users.
Automated reports can be viewed by managers and team leaders via the desktop application.
Queries and advanced integrations
The powerful query tool can examine an entire database without restriction. Data can be exported on an ad-hoc basis or on a specific schedule. Exported data can
be imported into metrics tools including Excel, Power BI, Tableau, and many others. Regular Xelion users can be given visibility of queries, with restrictions put in place
on what they are permitted to see.
Advanced features of Xelion to help your MSP succeed
Xelion was design to solve business communications problems and provide a platform to make communications as seamless as possible for as many customers as possible. This philosophy is their motivation for offering the advanced features of Xelion as standard with every license of the platform.
We want to help our partners and their customers to get the most from their business communications, and so we hope that our article highlighting just some of the advanced features of Xelion was of interest.
Xelion is a powerful, flexible Unified Communications platform that empowers the operator to control their communications in ways that other systems can’t match. After a comprehensive update and rebrand in 2024, Xelion is growing rapidly and provides MSPs in Australia and New Zealand with compelling reasons to replace 3CX.
If you are interested in learning more about how our Partner Program works, or how it can benefit your business, we’re ready to talk.
You can learn more about our Partner Program by clicking HERE. If you’re ready to apply, click HERE.
Proudly written by a human being without AI assistance.