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CHANGE THE EXPERIENCE

Cloud Based Software

Work
Without Walls.

From your contact center in the clouds.

FLECX

Weather Any Storm
From Your Contact
Center In The Cloud.

Are unplanned disruptions hurting your customers?

There’s a big blue sky waiting just beyond the storm with FleCX, our
cloud-based platform for fast, customer-focused interactions.
Futureproof your business against the unexpected—and deliver
excellence from anywhere—with ibex Contact-Center-as-a-Service.

Deliver quality CX from anywhere

With just a laptop and an internet connection, agents
provide personalized, real-time, omnichannel interactions.

Save money, boost productivity

Transition away from the high costs, low reliability and
information siloes of on-premise hardware and software.

Recruit top agents

Access an expanded talent pool with a relentless focus on
driving customer delight, no matter their location.

Launch faster

Need an even lighter installation? Get agents up and
running in a few clicks with the FleCX Chrome Extension.

Deliver standout experiences from anywhere.

Immediate answers, pain-free resolutions, a smooth customer
journey and friendly service. It’s what today’s customers expect
from your brand. But your legacy system can’t keep up.

Say hello to FleCX, a cloud-based platform for creating satisfied
customers. With everything you need to make CX your
competitive advantage, FleCX is an end-to-end solution that
boosts your productivity, efficiency and cost savings—all from
a single platform.

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Agent Dashboard

Say goodbye to screen toggling. Agents can track and perform their many omnichannel tasks in one intuitive screen resulting in optimized call times and improved agent + customer engagement.

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Supervisor Dashboard

Stay on top of agent performance and empower supervisors to easily monitor, support and coach across channels in real time by monitoring agent KPI’s including calls in queue, agent state, wait times, campaign status etc.

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DialPad

FleCX Dialpad makes it easy for agents to consult, conference, transfer, hold, toggle, cancel, mute, send an SMS or manually call at the click of a button from a unified number.

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Reporting & Analytics

Make sure you hit every goal with robust reporting tools that let you review real-time and historical performance, track key metrics, monitor SLA’s and act on insights.

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Workflow Automation

Easily and quickly configure, design and adjust workflows to make contact center processes more efficient, ensure highly accurate forecasting and optimized agent scheduling.

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CX Feedback

Be proactive and measure how your customers feel post interaction with multi-modal, mobile-ready CX surveys that help you reflect and continuously improve.

FLECX

Fuel capacity,
not complexity.

Dashboard
DialPad
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Agent Dashboard

Say goodbye to screen toggling. Agents can track and perform their many omnichannel tasks in one intuitive screen resulting in optimized call times and improved agent + customer engagement.

icon

Supervisor Dashboard

Stay on top of agent performance and empower supervisors to easily monitor, support and coach across channels in real time by monitoring agent KPI’s including calls in queue, agent state, wait times, campaign status etc.

icon

DialPad

FleCX Dialpad makes it easy for agents to consult, conference, transfer, hold, toggle, cancel, mute, send an SMS or manually call at the click of a button from a unified number.

icon

Reporting & Analytics

Make sure you hit every goal with robust reporting tools that let you review real-time and historical performance, track key metrics, monitor SLA’s and act on insights.

icon

Workflow Automation

Easily and quickly configure, design and adjust workflows to make contact center processes more efficient, ensure highly accurate forecasting and optimized agent scheduling.

icon

CX Feedback

Be proactive and measure how your customers feel post interaction with multi-modal, mobile-ready CX surveys that help you reflect and continuously improve.

Elevate agents
to all-stars.

Help agents save the day—every day—by giving them the tools and information to excel. Through a streamlined, personalized dashboard, FleCX brings all their work into one place, helping you boost performance levels and consistently exceed customer expectations, whether agents are at home or in the office.

Elevate agents
to all-stars.

Help agents save the day—every day—by giving them the tools and information to excel. Through a streamlined, personalized dashboard, FleCX brings all their work into one place, helping you boost performance levels and consistently exceed customer expectations, whether agents are at home or in the office.

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    Build agent awareness and accountability by giving them access to their performance metrics and direct customer feedback.

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    Support agents with step-by-step processes and prescribed questions to guide discovery and upsell.

Agents, make
yourselves
at home.

Employee attraction and retention is more competitive than ever. Hire the best candidates by giving them the freedom to work at home. Happy at-home agents are 30% more likely to stick around—and they’re more motivated, too. That’s good news for your brand and your customer satisfaction.

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    Expand your talent pool of qualified agents to anywhere and everywhere.

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    Give agents, supervisors and administrators easy access to all the tools they need through their web browser.

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    Track key performance indicators for customer interactions.

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Expand your talent pool of qualified agents to anywhere and everywhere.

icon

Give agents, supervisors and administrators easy access to all the tools they need through their web browser.

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Build agent awareness and accountability by giving them access to their performance metrics and direct customer feedback.

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Support agents with step-by-step processes and prescribed questions to guide discovery and upsell.

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Track key performance indicators for customer interactions.

Omnichannel CX

Delight
customers
across channels.

Deliver on every customer need, on the channel of their choice.
FleCX omnichannel capabilities help agents provide personalized
interactions in real-time, wherever and however customers prefer
to connect. Empower agents to switch seamlessly between
channels through a central interface for a unified, digital-first experience.

Channel the power of chat

Chat is the preferred contact method for most
customers. Help agents engage customers
through live chat interactions across web, SMS
and social media channels.

Satisfy mobile customers

Equip agents to deliver exceptional service to
customers wherever they are with
mobile-optimized interactions through a
single platform.

End email anarchy

Without a unified approach, emails can
quickly spiral out of control. Stay on top
of your inbox by integrating email with
your other customer contact channels.

Workflow Optimization

Crack the code
to easy call flows.

Design, build and deploy compelling customer journeys with a few
quick clicks—and no code required. Through an easy-to-use interface,
FleCX enables non-technical employees to create intelligent,
context-driven IVR flows for a friction-free customer experience.

Intuitive interface that’s easy to set up and use

Workflow Optimization

Crack the code
to easy call flows.

Design, build and deploy compelling customer journeys with a few
quick clicks—and no code required. Through an easy-to-use interface,
FleCX enables non-technical employees to create intelligent,
context-driven IVR flows for a friction-free customer experience.

Intuitive interface that’s easy to set up and use

CRM Integration

Integrate Intelligence.

Easily connect to information from third-party applications,
including your CRM, to improve and optimize routing
decisions. Determine customer intent, ensure callers are
matched with the appropriate agents, and empower your
people with the customer information they need to deliver
highly personalized experiences.

Real-Time Feedback Surveys

In the moment
feedback.

Every day unsatisfied customers could be costing you business—which
means scoring high-quality feedback from them is like striking gold.
Survey customers immediately following their interactions with agents
to help you understand their perceptions of your brand and services.

  • Collect quantitative and qualitative data you can act on right away
  • Gain deeper insights with unlimited responses for broad statistical variables
  • Deliver a unified brand experience through custom colors, logo and URL
reporting & Analytics

Insights change everything.

Get the performance insights you need to help your agents
deliver a superior experience. With FleCX reporting you get
a real-time snapshot of agent performance metrics that
keeps you on top of KPIs and helps you improve every
customer interaction.

Security

Stay up and
running
securely, 24/7.

Without the right security protocols and technology, having
at-home agents can put your customer and enterprise data at
risk. FleCX provides highly reliable and secure cloud
architecture, industry-standard internet protocol technology,
and 100% guaranteed uptime to keep your contact center
running securely around the clock.

  • Get multi-factor authentication and identity management
    that aligns with your organizational security standards
  • 100% uptime SLA ensures your calls are always safe,
    secure and crystal-clear
Launch & setup

No <code>,
no problem.

Compared to on-premise solutions, cloud-based
deployments are faster and easier, letting you
launch in a fraction of the time. FleCX gives you
software-as-a-service (SaaS) technology that’s
lightweight and easy to configure with no need for
complicated coding.

Choose from two setup options:

Setup as a service

Leave it to our experts to get you set up quickly and easily and capture the entire process, so you have end-to-end documentation of your program setup.

Self-service setup

Easily configure, set up, and manage your cloud contact center, with no technical knowledge or skills required.

Launch & Setup

Lift off flawlessly.

Take advantage of a lighter installation and
connect to your CX platform on any device with
our browser extension. Add the security, privacy
and access of FleCX CX VPN services to your
Google Chrome browser, with no need to install
or run separate software.

00:01:00
till the next lift off
Download the
FleCX Chrome

extension from the
Chrome Web Store
By Syncing Chrome
extensions across all devices
,
you always have access to all the
data you need, no matter where
you’re working
Two-factor
authentication

heightens security
and reduces risk