key benefits

Rich customer experience

CRM-compatible

Available as a cloud or private cloud solution

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

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Xura’s smart communications products are designed to help travel and hospitality companies retain customers and optimize efficiencies with contextual, real-time communications. forge by Xura offers a much richer experience for users and significant cost-savings as compared to face-to-face interactions; supporting voice and video calls, messaging, presence and allowing sophisticated interactions between customers and agents.

forge by Xura provides a robust technology platform to launch these next-level communication experiences. Contextual information, such as user name, browsing history and purchase preferences can be forwarded to the agent when a call is set up, so the agent can push relevant booking options to the customer’s screen.  Xura's innovation-assured technology, the forge SDK, is a cloud communication solution, which is ideal for the travel and hospitality industry. The SDK is available in JavaScript, native iOS and Android versions and enables a high quality, seamless communication experience between customers and agents, particularly for high-value accounts or travelers in distress.

Flexible Service Offerings

Xura’s smart communications products are designed to help travel and hospitality companies retain customers and optimize efficiencies with contextual, real-time communications.

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

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).

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.

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 http://www.slideshare.net/helpscout/75-customer-service-facts-quotes-statistics (Slide 23 – McKinsey Data)
*2 Cisco Study by Chadwick Martin Bailey - http://www.itbusinessedge.com/slideshows/show.aspx?c=89082&slide=3

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