Bespoke Communication Systems
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Phone System
For when SMEs need the most cost-effective telephony solution, our lines and calls packages are hard to beat. Pay for what you use, yet benefit from all the standard features you’d expect from a business telephony solution, and often far more.
TelXL’s telephony can help organisations to save SMEs money on both landline calls and line rentals. Our customers typically help companies save 25% or more on the price of standard PSTN costs from BT, while also allowing resellers to make healthy margins by switching their clients to our plans. Our resellers can therefore present clients with strong pricing propositions for business phone lines, charged at just 1p per minute for local and national calls and 5p per minute for mobile calls.
Call Conferencing
Ensure that all the key stakeholders can participate in important conversations.
Fax
Enables you to receive a fax and notifies you of its arrival via email.
Extensive number choice
Select the most suitable telephone numbers for your business from our huge national, international and freephone ranges.
Blocked numbers
Create a call screening list in real-time to minimise time wasted on unqualified or nuisance calls.
SMS
Deploy text messaging as a swift response to enquiries, to promote special offers or to confirm sales orders.
Call Routing
Diverts calls to another number of your choosing so you never miss an enquiry.
Smart IVR
Flexible and completely configurable option menu directs callers first time to the right person.
Extensions
Use extensions to answer FAQs automatically, connect distributed sites/personnel or even create virtual departments.
Contact Centre for SME (CC4SME)
“Our CC4SME product is a one stop shop designed for call centres between 5 and 100 agents that offers a cost-effective way of delivering excellent customer experience. It blends a set of comprehensive features with the simplicity, affordability and (most importantly) the agility that SME’s demand.
For organisations that already use Microsoft Teams or deploy a UCaaS solution for internal communication and collaboration, we offer two variants of our product that both provide a seamless overlay:
CC4SME - Teams integrates seamlessly with Microsoft Teams to provide the benefit to agents, back-office staff and customer of being able to handle both internal and external communications via the Teams window.
CC4SME - UCaaS integrates seamlessly with a wide range of UCaaS solutions, such as Evolve IP and Broadsoft, to also provide a seamless communication experience.
Core features
Per-operator queuing
Intelligently distributes each call to the agent with the required knowledge to deal with specific enquiries.
Call recording
Supervisors and agents can review call recordings for training purposes, quality control and dispute resolution.
Advanced IVR
Fully flexible option menu ensures callers are directed first time to the team best placed to deal with their enquiry.
Call whisper
Advance announcement to the agent prior to connection, which provides opportunity to prepare for the subject of the call.
Operating hours
Flexible scheduling tool that enables calls to be directed to different places according to the time of day.
Outbound dialler
Maximises sales productivity in your outbound call centre with automatic list-based dial-outs.
Voicemail
Give callers the option of departing the on-hold queue to leave a callback number or divert them automatically if wait-time limit is reached.
Concurrent calls
During even the very busiest business times, the number of concurrent inbound & outbound calls taking place does not affect service.
Desktop notifications
Urgent messages, alerts or notifications can be delivered immediately direct to each operator’s screen in a pop-up box.
Screen pops
Incoming caller details held in a CRM or supplied whilst on hold appear onscreen immediately upon call connection to maximise agent efficiency and customer satisfaction.
Ring groups
Incoming calls can be set to ring multiple agents at the same time, configurable by call type and required agent skillset.
Disposition codes
At the end of the call the agent is prompted to enter a code that denotes the nature of the enquiry, so that managers can profile inbound traffic and allocate resources effectively.
Real-time orchestration
Agents can assess and execute the optimum next step for each customer enquiry based on information received during their call.
Forward-to-phone
Enables an agent to transfer a call to any other phone, not just those in the contact centre.
Scripting
Create and edit operator scripts that are specific to individual campaigns, clients or call types to maximise value from every call.
Click-to-dial
Operators can initiate outbound calls with a simple mouse click rather than dialling a number each time.
Analytics features
Realtime dashboard
Shows live Key Performance metrics on a display screen in the contact centre, alerting supervisors to operational issues in real time, enabling immediate remedial action.
Call log report
Easy-to-read graphical representation of call types and volumes over any given period, to enable data-driven decision-making on staffing and workflow.
Quality and compliance features
Voice Recording
Calls can be recorded so that supervisors and agents can review for training purposes, quality control and dispute resolution.
Screen Recording
Recording of on-screen text-based transactions - email, social media and instant messaging - for operator training, assessment and continuous improvement.
Full QM Integration
Integration with a Quality Management solution provides the tools to continuously measure the efficiency of caller interaction to maximise performance and customer satisfaction.
Payments solutions
TelXL provide solutions for secure payments to ensure our users are compliant with all latest regulation and protect their customers' data
PCI Payments
A fully secure PCI compliant payment processing facility which adds sales order-taking to the range of operator services offered by the contact centre.
DTMF Recording Obfuscation
Callers wishing to make payments can enter card details using their touchtone keypad rather than reading them out to an operator.
Integration Features
CRM integrations
Connect with your CRM system to enable agents to advise customers based on past interactions, prioritise inbound calls according to value or set up automated outbound telemarketing.
Click to Call and Screen Pops
Integrate telephony in your web-sites to call direct from there using WebRTC technology.
Deskphone and VoIP
Link with your deskphones, irrespective of vendor.
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