TelXL is enhancing its TelXL platform through a strategic partnership with COTU, integrating AI insights and automation to boost businesses’ operational efficiency.
As part of this partnership, TelXL will integrate COTU’s CXEX platform into its contact centre platform, Cxp, giving customers access to real-time voice analytics, conversation intelligence, and advanced features designed to improve service.
TelXL’s new Cxp Insights add AI technology to help analyse phone calls and digital conversations in real-time, giving businesses greater visibility into what’s happening across every customer interaction.
Aaron Fox, CEO of TelXL (pictured) said: “Our partnership with COTU means our customers can now drive more value from every customer interaction.
“This gives our users access to insights that go beyond the normal reports, so they can make business decisions that drive real outcomes, improve customer experience, team performance, and compliance.”
Cxp Insights uses AI to turn phone calls and chat messages into clear, useful operational information.
It includes features such as real-time transcriptions of calls; easy-to-read call summaries; sentiment and topic analysis to understand customer concerns; agent performance tracking; and automatic checks for compliance and risk.
“At COTU, we focus on helping businesses improve customer satisfaction, boost efficiency, and reduce risk,” said Trevor Lovelock, CEO of COTU.
“Our partnership with TelXL enables us to bring AI-driven insights to a wider audience, allowing organisations to make smarter decisions, enhance customer outcomes, and drive operational excellence.”