Regulated contact centres
Financial services, utilities, telecoms and public services, in any country, that must show how every conversation was handled, with an audit trail to match.
Use cases
Made for contact centres that have to show their work
Elevox CX is for contact centres anywhere. Regulated teams feel the need for evidence most, so here are examples of what they do with it.
Industries
Where Elevox fits
Financial services
Banks, lenders and insurers checking disclosures, affordability conversations and complaint handling on every call, with the evidence kept.
Utilities and telecoms
High volumes of billing, moving-home and payment-plan calls, where contact reasons and repeat contacts show what to fix first.
Retail and e-commerce
Order, delivery and returns contacts at peak volumes, scored consistently, with coaching that keeps up with seasonal teams.
BPOs and outsourcers
Client programmes, sites and teams in your own hierarchy, each with its own scorecards, compared in reports, with access that follows each person's scope.
Regulation, by example
Show your work to a regulator
Rules differ by country. Two UK examples show what teams do with Elevox today and what is coming.
UK Consumer Duty, for example
One regulation you can score against today: write scorecard questions for good customer outcomes and keep the evidence, call by call.
Customer vulnerability
Find calls where a customer may be vulnerable with questions you write today, using your regulator's definitions.
Built-in vulnerability detection
Signs that a customer may be vulnerable, flagged on every call using the four drivers in the UK FCA's guidance.
Coming soonReady-made Consumer Duty scorecard
A starting scorecard for good customer outcomes under the UK's Consumer Duty.
Coming soon
Ready to hear every call?
Request access and we'll arrange a demo on recordings like yours.