ECX Voice
Powerful, flexible voice capabilities that go beyond traditional call routing.
Simple to deploy. Rich in features.
ECX Voice is a feature-rich voice contact centre solution that modernises inbound and outbound call handling. Beyond traditional telephony, ECX Voice includes Outbound Preview / Progressive Dialling, with inbuilt Voice recording. Support for Remote Agents on Mobile and Desktop with screenpop functionality, in-queue callbacks, intelligent call routing, post-call surveys, and voice analytics. It’s designed to improve first-contact resolution and agent productivity, while being effortless to set up and use.
Call routing with IVR and skills-based logic
In-queue callback and voicemail fallback
Built-in surveys and call recording
Real-time dashboards and reporting
Optional AI Bolt-ons for AI Insights and AI Sidekick agent assist
Unified omnichannel at your fingertips
ECX Omni brings together voice, SMS, email, webchat and social into a single agent workspace – creating seamless experiences across all channels. No more siloed systems or disconnected interactions. With ECX Omni, agents have full context across every conversation, customers get fast, relevant service, and managers benefit from consolidated reporting.
AI Insights, Sidekick and Autopilot Bolt-ons as optional add ons.
Unified agent view for all channel interactions
Blended Voice, Digital and Social channels
Native integrations with leading CRMs and WEM
Integrated quality management
The ultimate contact centre package
ECX Max includes everything in Voice and Omni – plus next-gen capabilities for forward-looking businesses. Social channels like Facebook Messenger, WhatsApp and more come pre-integrated. Add AI chatbots, outbound diallers, and powerful analytics. All this runs ECX Max within a unified, intuitive UI and cloud-native environment.
AI Insights, Sidekick and Autopilot included per agent licence
Includes all ECX Voice & Omni features
Outbound dialler with campaign controls
CRM auto-lookup and data sync
Post-call surveys, agent scorecards, and quality monitoring
Browser, desktop and mobile agent access
AI Intelligence Suite, Built-in
ECX AI Intelligence Suite Is a native suite of AI-powered tools designed to optimise every stage of the ECX customer journey. From automating routine tasks with AUTOPILOT, assisting agents with SIDEKICK, to providing actionable data with Sentiment and Topic detection in INSIGHTS, the AI Intelligence Suite powers ECX to deliver exceptional service across all your customer interactions.
Sidekick
Agent assist features help human agents with real time transcription, next actions and suggested dispositions to reduce time on task, enhance conversations and resolve enquiries faster.
AutoPilot
AI powered flow editor for bot creation, enables AI bots to handle the simple tasks such as case management, answering common repeat enquiries, and channel routing, freeing up your human agents to focus on delivering the personal touch.
Insights
Extract valuable insights from every interaction, fuelling better decision making and increasing customer loyalty, define the metrics that shape your success, analyse data and build a customer experience strategy direct from your unique findings.
The ECX Native AI is built with security, data sovereignty and privacy in mind. For more information on how the AI Intelligence suite can work for you, speak to our ECX experts.
Available Integrations
Seamless connectivity to your core systems—no dev team required. ECX Voice, Omni and Max features plug-and-play integration with leading CRMs, WEM, eCommerce and workforce collaboration tools:
Need something custom? Our API first platform and low-code tools allow fast integration into legacy systems and vertical apps.
Your insurance policy for resilience
Disaster recovery, platform outage, cyber incident, or peak demand? With ElasticCX Service Recovery, you can deploy a working contact centre in hours – not days. It’s perfect as a backup solution or as a bridge for planned migrations.
Start with voice, and upgrade on demand to the full ElasticCX suite.
Templated set up of DDI call routing, queue and IVR tailored to your needs
Voice call handling as standard
Upgrade path to 200+ ElasticCX features
Warm standby, rapid deployment ready, to enable your business continuity process
Fully functional acceptance tested for peace of mind before deployment
Reimagine internal collaboration
ElasticCX UCaaS unifies voice communication into a single digital platform, making internal collaboration across service, engineering, retail or support teams seamless. With secure, per-user pricing and no hardware dependency, UCaaS eliminates silos and empowers instant expert access, wherever your team is.
Voice + presence + chat integration
Works across desk phones, PCs, mobile
Real-time status and expert access
Secure, compliant and cost-efficient
Optional add ons for analytics, reporting and dashboards
Bridge between ElasticCX CCaaS to enable call transfers between front and back office
