AI voice analytics and insights with Xelion and CX-EX
Xelion is a true omni-channel Unified Communications platform that can meet the specific needs of businesses of many types. When paired with the CX-EX platform, customers can leverage AI voice analytics and insights to deliver valuable information about compliance and customer experience issues. The combination of Xelion and CX-EX allows customers to analyse 100% of calls, rather than just samples, to ensure that customers are always provided with the right information or disclosures, using AI voice analytics and insights.
Customers using Xelion have already discovered the many benefits of the platform, including:
The revolutionary modular AI where the operator is always in control of their communications.
The integrated Statistics Dashboard that puts the whole team in the picture of how calls, chats and agents are performing.
The comprehensive reporting features including on-demand ad-hoc and scheduled reporting with complete control.
The integrated wallboards available on desktop and smartphone or tablet applications for clear visibility wherever customers are.
The integrations with WordPress, WhatsApp Business and SMS for true omni-channel communications.
Watch Xelion and CX-EX in action
When paired with CX-EX, Xelion delivers a complete solution for businesses seeking AI voice analytics and insights to drive ongoing improvements.
Watch our video series introducing CX-EX, the second Xelion Ecosystem platform now available in Australia and New Zealand.
Activa Communications is the exclusive distributor of Xelion paired with CX-EX in Australia and New Zealand through our Partner Program. We invite technology advisors, telco resellers, consultants and MSPs who are seeking an alternative to the commonly offered PBX and Unified Communications platforms to reach out today and find out how Xelion and CX-EX can enhance their UC and compliance offerings.
Provide your customers with a market-leading and rapidly growing UC platform that can be extended with AI voice analytics and insights with Xelion and CX-EX, ensuring compliance with automatic analysis of every call, and driving improvements in compliance, sales and customer experience.
Xelion combined with AI voice analytics and insights provides your MSP with a powerful offering to customers, helping your MSP to stand out in a crowded marketplace, and enhancing your MSPs profitability at the same time.
Learn about the benefits of AI voice analytics and insights
Automatic analysis of 100% of calls
Many customers follow time-consuming processes where a sample of calls is manually checked to try and assure compliance or adherence to best practices. With Xelion and CX-EX, 100% of calls can be automatically analysed to ensure that customers have an accurate and complete picture at all times.
CX-EX does not require any manual intervention to analyse and deliver insights and information about calls. All calls are automatically processed and captured by the system using AI voice analytics and insights, including call recordings, transcripts, summaries and a wide range of metadata including automatic topic and issue identification, and emotional content.
Xelion with CX-EX puts call analysis on automatic, analysing 100% of calls without human intervention.
Make quality assurance an opportunity rather than a burden with automatic objective scoring tailored to the customer’s needs.
AutoScorecards for automatic quality assurance
Xelion and CX-EX can analyse 100% of calls and automatically generate quality assurance scoring of all calls, providing objective and reliable reporting and feedback to allow businesses to meet their QA obligations.
Xelion with CX-EX delivers consistent and objective scoring, context-aware generative AI, customer and human validation, adaptive machine learning, and real-time feedback all in one integrated platform.
These capabilities ensure that every customer interaction is assessed with precision, giving businesses a reliable and comprehensive understanding of their agent performance, compliance adherence, and overall customer experience.
Automatic topic and issue identification
Research has shown that the single largest driver and contributor to customer dissatisfaction is ‘unresolved’ issues. But how can customers identify the issues raised during calls, and whether they were resolved or not, efficiently and automatically, across all of their calls?
Xelion and CX-EX provide the answer using AI voice analytics and insights to identify the topics and issues raised during calls, and where issues were resolved or unresolved. The platform will then provide root cause analysis reporting, helping the customer to refine processes, target training, and drive continuous improvement that leads to greater efficiency and customer satisfaction.
Xelion and CX-EX together deliver solutions to real-world problems that help customers deliver better service and improve sales results.
Xelion and CX-EX efficiently identify topics and issues in calls and help customers focus on real-world improvements.
The Voice of Customer feature of Xelion with CX-EX enables customers to measure customer sentiment and agent performance automatically.
Predict NPS and CSAT scores automatically
Many organisations monitor customer satisfaction (CSAT) and brand advocacy (Net Promoter Score, or NPS) but struggle to predict what those scores will be based on real-world interactions.
Xelion and CX-EX deliver AI voice analytics and insights that automatically score every call in terms of CSAT and NPS, with a range of visualisations and displays to help identify where procedures or agent training can be improved. Customers can then drill down to see further detail, including listening to individual calls to understand what went right, or wrong, directly.
The combination of Xelion and CX-EX empowers customers to not only measure NPS and CSAT outcomes, but also understand the drivers of customer concerns so efforts and changes can be targeted efficiently.
Emotional content and sentiment analysis
Traditional sentiment analysis captures what customers say, but Xelion with CX-EX takes it further, leveraging cutting-edge AI emotion biometric technology to understand how they feel. By integrating advanced emotion detection into everyday operations, Xelion with CX-EX empowers managers to optimize processes, enhance customer experiences (CX), and maintain a healthy work environment for agents.
Xelion with CX-EX delivers comprehensive insights into all interactions, with emotional analysis that captures the tone, stress, engagement and confidence levels of customers and agents during calls.
A range of useful visualisations are included to help customers identify satisfaction and well-being down to the level of individual agents and even calls.
Xelion and CX-EX help customers understand how customers feel during interactions to drive better service and support.
All of the AI voice analytics and insights delivered by Xelion and CX-EX are available within a dynamic web platform.
Comprehensive reporting
Xelion and CX-EX deliver comprehensive reporting encompassing AI voice analytics and insights, with specific dashboards and visualisations that can be customised and adjusted to suit the needs of different organisations.
Customers have the option to choose between different versions of the product to suit their needs, and each includes different components to make understanding the content and context of calls easier.
Together, Xelion and CX-EX ensure that customers are empowered with the information they need to optimise customer experiences.
Open-ended integration options
Xelion and CX-EX both provide a powerful open API that can be used to integrate with external platforms and share AI voice analytics and insights data.
While Xelion and CX-EX already provides comprehensive reporting and business intelligence (BI) through an easy-to-use web portal, customers can leverage the open API to connect the platform to other BI or visualisation systems for consolidated reporting or further processing. Automation platforms can also be used to trigger notifications or actions based on events in CX-EX – for example, when a low scoring call has been detected, notify a team leader so that they can review the call directly.
If it can be imagined, it can be realised, using Xelion and CX-EX.
Xelion and CX-EX can be integrated with external platforms for further analysis or automations.
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Xelion and CX-EX delivering AI voice analytics and insights
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