The perfect solution for customer contact

In any busy contact centre, you need the ability to see which agents are available. That's why Xelion allows you to create custom, colour-coded statuses to show everyone's availability in real time. You can also generate reports showing the status duration for each employee.

Customise the number of callers allowed in any queue and set rules for when the queue should redirect to a voicemail or another department. This ensures that your customers never have to wait longer than necessary. With six different line-hunting policies, you always have options to fit your needs.

When queuing calls, you can offer callers the option to receive a call back as soon as an agent is available and they reach the front of the queue.

Xelion offers rich management features. Manage an auto attendant and add/remove a colleague from a call group depending on how busy you are. Or switch the main number to night mode earlier for a company event. With supervisor permissions, you can easily adjust the reachability of your company or department directly from your own app.

Callers often interact with different departments within your business, from sales representatives to the customer service teams. Xelion makes it easy to keep track. The software groups communication and call logs by department, so you can always see what was discussed with the customer by each colleague.

Use Xelion's built-in call logging to record the purpose of a call and add notes. Xelion can generate reports from these logs, providing valuable insights into customer habits and reasons for calls.

As a customer contact center manager, you can listen in on agents' conversations in real-time, provided you have the appropriate permissions. With the touch of a button, you can listen and whisper into a conversation, allowing you to coach and advise the agent during the call.

Xelion offers the ability to route callers to the same agent they’ve spoken to on previous calls, provided the agent is logged in and available. This feature can reduce frustration and improve customer satisfaction by ensuring continuity in communication.

Enable WhatsApp or Web chat to let customers engage with your team via messaging. Chats are routed to the appropriate department, ensuring they are handled with the same efficiency as any other form of communication.