Xelion is one of the leading telephony platforms in the Netherlands, with thousands of business users. Together with Ipster we built the Analyser: a module that lives directly in the Xelion Platform and automatically analyses every call with our AI technology.
The challenge
Organisations make tens to hundreds of telephone calls with customers every day. The content of those conversations largely disappears the moment the connection ends. Who is calling? About what? How is the conversation going? And what can be improved?
Without the right technology, these questions are difficult to answer. Manual listening and evaluation is time-consuming and does not scale. Xelion was looking for a partner who could solve this, directly in the platform that customers already use daily.
The solution: the Analyser
Ipster and Xelion have together built the Analyser. An integrated module in the Xelion Platform that fully records, transcribes and analyses every call — without users needing to install or configure anything extra.
What the Analyser does
The Analyser extracts valuable insights from every call:
- Transcription every call is fully converted to text immediately after the call ends and stored in the archive
- Intent recognition the Analyser detects why someone is calling, before a team member even opens the report
- Sentiment analysis understand how a conversation went and how the caller was feeling
- Topic categorisation call reasons are automatically categorised so trends and recurring themes are immediately visible
- Quality scores objective assessment of call handling, without hours of manual review
- Dashboard with reports a clear overview of all conversations, with concrete improvement points
Seamlessly integrated
The biggest advantage of the partnership with Xelion is the integration. The Analyser is available in the interface that customers already know. No new systems, no additional integrations, no complex implementations. Simply switch it on and gain immediate insight.
What this delivers
The Analyser is valuable for any organisation that wants to take customer contact seriously:
- Quality improvement objectively see where calls go well and where there is room for gain
- Process optimisation identify recurring call reasons and address structural causes
- Data-driven work make decisions based on what customers actually say, not gut feeling
- Time savings no more manual listening — the Analyser does the work automatically
A beginning of more
This partnership is the starting point of a longer roadmap. We are working on further integrations that make it even easier for Xelion customers to harness the power of Ipster, from call analysis to smart routing and AI phone agents.
The Analyser is now available to all Xelion customers. Curious what this could mean for your organisation? Get in touch at sales@ipster.nl.
