key benefits

Seamless customer experience

Reduced network calling costs

Available as a cloud or private cloud solution

CRM-compatible

Innovation assured — with voice and video chat options from a single provider

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Xura’s suite of smart communication solutions are designed to help contact centres make the transition from traditional telephony to web-based, real-time communications. forge by Xura offers a far richer experience for users and significant cost-savings for the contact centre operator; supporting voice and video calls, messaging, presence and allowing sophisticated interactions between the user and agent.

 

forge by Xura provides a robust technology platform platform to launch these next-level communication experiences. Contextual information, such as username, browsing history and shopping basket contents, can be forwarded to the agent when a call is set up, so the agent can push product and other information to the user’s screen.  Xura’s innovation assured technology, the forge SDK, is a cloud communication solution for contact centres. The SDK is available in JavaScript, native iOS and Android versions and enables a high quality, seamless communication experience between consumers and agents. 

Flexible Service Offerings

With forge by Xura, companies can launch differentiated services quickly, and watch measurable increases in efficiency, cost-reduction and improved retention and engagement. Rather than working with siloed technology served by multiple service providers, acision powers the enterprise with a comprehensive set of communication solutions.

CRM-compatible

To help companies connect to customer information and leverage customer preferences in a seamless way, Xura is integrating with key CRM providers, such as Salesforce and SugarCRM.

global messaging

In addition to enabling voice and video interaction, our global messaging platform can be used to send alerts, reminders, verify user-identity and bridge the conversation from a desktop to a mobile device. Xura’s 20 year history in messaging and 40% messaging market share gives us the ability to offer carrier-grade infrastructure to serve large enterprise customers

voice + video enablement

Our WebRTC technology enables retail brands to communicate with customers by voice or video chat (if enabled). This rich configurable functionality can be accessed via mobile apps, and setup so that only VIP customers can initiate a voice or video call, for example. This functionality can also be made available to users on popular browsers (Chrome and Firefox). For example, if they log into their account and fraud is suspected, they can speak with an agent who can better authenticate their identity in a more personalised, disarming way. Speak to our sales team for a live demo of this capability.

best-of-breed security

WebRTC media is secured using DTLS-SRTP, which is the best-of-breed, most up-to-date, mechanism. All of our signalling and control messages are REST and WebSocket based and use HTTPS (TLS).

supernode

Our all-IP SIP Routing platform allows phone calls to be routed to and from Fixed and Mobile operator networks over SIP trunks and distributed across the available call centre platforms as required. It allows the Call Centre to take advantage of wholesale interconnect rates, for example BT’s IP eXchange. The SuperNode is highly scalable, resilient and cost-effective.

reporting + analytics

Using our secure web portal, companies can access key metrics and messaging reports. As part of our professional service offering, we can also integrate into enterprise CRM tools / other custom databases to ensure that the communication tools enabled meet business objectives and drive measurable outcomes.

deployment flexibility

forge by Xura provides enterprise customers with total freedom in choosing deployment options including CRM integration points, hosting set up and specific alarms and triggers to ensure operational excellence.

reporting + analytics

*1 According to research by YouGov and commissioned by Intelligent Environments, based on a survey of 2000 UK bank customers in February 2013
*2 ABI Research, Q3 2013: Future of Voice and Messaging - WebRTC and Telco APIs

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