Smarter Contact Centre Performance. Delivered On Demand.
In a hyper-connected world, delivering exceptional customer service across every channel isn’t optional, it’s business critical. CX CLOUD® Flex empowers you to connect with customers on their terms – across the channels they prefer – while moving fast, staying agile, and delivering exceptional service at the scale you need.
Built for modern businesses, CX CLOUD® Flex empowers your agents, optimises operations, and ensures every customer interaction is seamless – no matter where it starts.
Agent Experience: A Workspace Built for Speed & Simplicity
Your agents are on the front line, and they need the right tools. CX CLOUD® Flex provides an intuitive, web-based interface that agents can log into from any device, anywhere.
- View customer profiles, interaction history, and notes – across voice, chat, email, and social – in real time
- See the customer journey timeline at a glance, so agents always have the full context
- Omni search to help find any contact, case, or past conversation instantly and from any channel. Agents never waste time digging for info again
- Respond confidently and efficiently with tools built into a single unified screen
CX CLOUD® AI: Intelligence Built In to Boost Every Interaction
CX CLOUD® AI is integrated into CX CLOUD® Flex to help agents work faster and deliver better customer outcomes. No complexity, no extra setup – just smarter, more responsive service from day one.
- AI Assist provides real-time transcription, sentiment detection, and smart knowledge suggestions
- AI Bots automate tasks and route interactions based on customer intent
- Supports leading AI models like Google CCAI, OpenAI, and AWS
The Omnichannel Experience: One Platform, All Channels, Zero Friction
Customers don’t just call anymore. They message, email, and post – and expect you to keep up. CX CLOUD® Flex unifies every interaction into one seamless experience:
- Voice, email, live chat, SMS
- Social channels: WhatsApp, Facebook Messenger & Posts, Telegram, X
- Preserve full conversation context as interactions move between channels
- Ensure agents can respond from one central workspace with no switching tabs, no lost information
Inbound Call Handling: Smart Routing, Self-Service & Real-Time Visibility
Handle every inbound interaction with intelligence and precision.
- Automatic call distribution (ACD), calls are automatically distributed to the agents taking into account skills and expertise, according to the caller’s needs.
- Queue management, define maximum queue sizes, wait time thresholds, and overflow rules to minimise delays
- VIP & priority handling, give high-value or priority callers faster access to support
- Time-based & location-based routing, automatically adjust call handling based on business hours, holidays, or geographic regions
- Monitor performance in real time to fine-tune operations
Interactive Voice Response (IVR): Fast, Personalised Self-Service
Your IVR is more than a menu, it’s a powerful tool for streamlining service and reducing agent load.
- Intuitive routing script builder making it easier to deploy IVR services with intelligent call routing
- Intelligent call routing, directing callers to the right agent based on skills, availability, language, or custom rules
- Enable self-service, empowering customers to handle routine tasks like checking order status or updating information
Outbound Campaigns: Proactive, Productive, Compliant
Take control of your outbound engagement with tools that maximise productivity and compliance.
- Manage campaigns, calling lists, and call pacing in one place
- Boost efficiency with the predictive dialler, reducing wait time between calls
- Stay compliant with do-not-call list management and abandonment rate monitoring
- Track campaign performance with real-time analytics and built-in reporting
Supervisor Tools: Visibility, Coaching & Quality Control
Your leaders need real-time control and insight — CX CLOUD® Flex delivers.
- Live dashboards to monitor queue volumes, agent activity, and KPIs
- Listen, whisper, or barge-in on calls in progress
- Screen monitoring to support and coach agents in real time
- Automatic call recording and evaluation forms to maintain high quality service standards
Analytics & Reporting: Make Data Work for You
Gain deep operational insight and act on it instantly.
- Real-time dashboards for agents, teams, and contact centre performance
- Visualise KPIs, service levels, call volumes, and customer sentiment
- Use data to uncover trends, improve workflows, and elevate CX outcomes
- Enable data-driven coaching and resource allocation
Flexible Deployment & Scalability
Whether you’re launching a new campaign, managing seasonal peaks, or growing rapidly — CX CLOUD® Flex adapts on your terms.
- Spin up 10 agents in a day or two
- Deploy a mid-sized contact centre in under a week
- Launch in half the time of traditional solutions
- Scale instantly, pay only for what you use – no lock-in contracts
Open Integrations & APIs
CX CLOUD® Flex plays well with others.
- Integrate with leading CRM such as Salesforce, Zendesk, Microsoft Dynamics, ServiceNow with more to come
- Access a full suite of open APIs to extend functionality or build custom workflows, allowing different software applications to communicate with each other.
- Easily connect third-party platforms for a unified ecosystem
Modern Interface, Minimal Training
CX CLOUD® Flex dashboard gives agents and supervisors a single pane of glass view.
- See everything – customer details, history, suggested actions – in one streamlined interface
- Reduce training time, boost adoption, and improve service outcomes from day one
Ready to Flex? Let’s Talk.
Whether you’re replacing legacy systems or building your first cloud-based contact centre, CX CLOUD® Flex gives you the freedom, performance, and insight to grow with confidence. Transform your customer experience with CX CLOUD® Flex.