Xelion is a true omni-channel Unified Communications platform that can meet the specific needs of businesses of many types. When paired with the RAMP platform, customers can ensure compliance and optimise CX (customer experience) with Xelion using RAMP as a secure archive to store call metadata and recordings, and to generate AI call transcriptions and summaries.
In this article we explore the specific opportunities for customers to ensure compliance and optimise CX with Xelion.
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.
Watch our video introducing RAMP, the first Xelion Ecosystem platform now available in Australia and New Zealand.
Customers can ensure compliance and optimise CX with Xelion
Ensure compliance with privacy laws and regulations
Businesses operating in Australia and New Zealand must comply with strict privacy laws and regulations regarding the recording, storage, and disclosure of telephone call records. Remaining compliant requires that businesses implement specific measures including:
- Implement clear call recording policies and train staff on legal requirements.
- Provide upfront notification and obtain explicit consent from all parties before recording calls.
- Maintain a comprehensive privacy policy that details the handling of call recordings.
- Securely store call recordings and restrict access to authorized personnel only.
- Establish procedures for individuals to access and correct their call recordings.
- Regularly review and update practices to ensure ongoing compliance with evolving privacy laws.
Ensure compliance and optimise CX with Xelion and RAMP, helping businesses to remain compliant by providing a separate, secure archive of all call information including recordings, transcriptions and summaries, so the business can ensure that they can always prove exactly what was said, by whom, to whom, at any time.
Notify callers and obtain consent
Xelion can be configured to inform callers of call recording policies only when they apply, ensuring that callers are always notified and able to consent. Each phone line in the system can be configured with its own call recording settings and notifications, allowing each business to tailor the system to their specific needs.
Control call recording as required, across devices
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. These controls are available across all Xelion applications, including Windows, Mac OS, iOS and Android. 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.
Securely store call recordings and restrict access
Together with the RAMP platform, customers can ensure compliance and optimise CX with Xelion by using RAMP to securely store an archive of all call information, with separate access controls to the Xelion platform. Even if an operator using Xelion has permission to alter or delete a call record in Xelion, they don’t automatically have the same access in RAMP, allowing the business to ensure that there is a secure and controlled copy of all call records.
Establish access procedures for accessing and removing call information
Xelion and RAMP provide businesses with a framework to ensure compliance with privacy laws and regulations, including GDPR and equivalent laws. RAMP allows call information to be redacted or even removed should a third party exercise their right to be forgotten. All access to the archive can be tightly controlled, with every action taken logged to ensure that a full audit of the history of every call can be generated at any time.
Together, Xelion and RAMP provide a complete solution for organizations that need to ensure compliance with privacy laws and regulations relating to phone calls.
To learn more about Xelion and RAMP click HERE
Enhance customer experiences (CX) using AI call transcriptions and summaries
Every business is seeking to give their customers the best experience possible, providing great service and positive outcomes. A key aspect of the customer experience is communications, and ensuring that every call and interaction is as good as it can be.
The RAMP platform enables businesses to not only ensure compliance and optimise CX with Xelion, but also to leverage key features that extract the details of calls using AI technology, allowing calls to be monitored and reviewed for insights and opportunities to improve.
AI transcriptions of calls accessible by secure portal and open API
Xelion with RAMP can generate accurate AI transcriptions of calls, identifying each party on the call and exactly what is said. The transcriptions are stored alongside other call information and can be accessed directly through the secure web portal by viewing or downloading, but also through an open API and other integration options.
Businesses can easily review what has been said during any call to ensure that staff are giving customers the right information and providing good service at all times.
AI call summaries
Xelion with RAMP can also generate summaries of calls using AI, creating a compact but meaningful summary of the call for review and analysis. The many integration options supported by Xelion and RAMP enable businesses to automate a wide range of compliance and customer experience optimisation processes easily.
Example 1 – if a business needs to ensure that staff always notify callers or a specific set of information, such as a disclaimer or standard legal waiver, Xelion with RAMP can be configured so that each call of the required type is checked to ensure that the required information was provided to the customer. Reports and notifications can be generated to provide efficient oversight, with the option to review the call in detail by reading the full transcript of the call or listening to the recording.
Example 2 – if an organisation wants to verify that their sales team are always mentioning current offers or promotions, or providing customers with a range of options, the process of extracting the transcript and summary of each call and then analysing it against specific criteria can be fully automated, with reports and notifications generated as needed.
Businesses can ensure compliance and optimise CX with Xelion and RAMP, with a range of options driven by AI transcriptions and summaries of every call.
Comprehensive reporting
Xelion with RAMP provides a secure archive of all information including call metadata, recordings, transcriptions, summaries and more. All of the information stored can be leveraged to produce reports, either directly from the RAMP secure web portal, or through integration with other platforms using the open API or other options.
The comprehensive information stored by Xelion and RAMP allows businesses to extract the information they need to ensure compliance and optimise CX, whatever their operations.
Integration with CRM and ERP applications to drive insights
The call information stored by Xelion and RAMP can be integrated into CRM and ERP applications, allowing not only call records but also transcripts or summaries to be stored directly against customer records. Customer experiences can be enhanced by empowering the operator with clear information about not only the callers details but also transcriptions or summaries of previous calls.
Together, Xelion and RAMP provide a comprehensive solution for organizations to drive improvements in customer experience (CX) leveraging cutting edge AI technology.
To learn more about Xelion and RAMP click HEREOrganisations can ensure compliance and optimise CX with 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 some of the ways in which customers can ensure compliance and optimise CX with Xelion, but the opportunities are endless.
If you’re curious about Xelion and would like to learn more, simply click HERE and book in your personal demonstration of the system.
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.