CloudX CCAI, the contact center that watches, scores and coaches itself

CloudX CCAI is the XCLUTEL Communications CCaaS (contact center as a service) product, built on top of the CloudX UCaaS platform. It adds a live floor refreshed every 5 seconds, wallboards, cradle to grave call audit with the recording, filtered reporting, one inbox for SMS, MMS, website chat and email, and a set of AI features covering call quality scoring, coaching, an assistant called Ask CCAI and an AI supervisor that acts inside limits the customer sets.

CloudX CCAI is priced per agent per month in three tiers: Core at $39, Plus at $59 and AI at $89. Only agents consume a seat. Supervisors, managers and administrators use the console at no charge, so a floor of 20 agents with 4 supervisors and 2 managers is billed as 20 seats.

No. In CloudX CCAI only agents are seats. Administrators, managers and supervisors have full access to the console appropriate to their role at no extra charge, which is why the per agent price is the whole of the recurring software cost for most accounts.

On the AI tier the CloudX CCAI supervisor watches the floor and acts inside limits the customer sets. It records every action, along with the reason it chose it, before the action is sent, and any action can be undone. There is a kill switch that stops it immediately. It never hangs up, transfers, holds, answers or rejects a call, and it never touches the audio of a call in progress.

Today CloudX CCAI handles voice, SMS and MMS on your own numbers, website chat and email, all in one inbox with the same queues, transfers and reporting. Further channels are in development and XCLUTEL will name a date only once they are live.

Every call by default, with no per minute charge and no allowance to watch. An administrator sets the sample rate on the scorecard, so an account that only wants a read on a share of its calls can lower it. Ask CCAI and AI built scheduled reports are included with the AI tier within fair use.

CloudX CCAI keeps the text of a call for 90 days on every tier. The scores, evidence quotes, summaries and coaching notes built from those calls are kept beyond that, so the trends and the coaching history survive. The recordings themselves stay in CloudX and follow the retention already set on that customer's CloudX account.

Not on CloudX Premium seats, which already record calls and include AI insights. On Basic or Standard seats, add call recording for CCAI Core or Plus, or AI insights for the CCAI AI tier. You only ever need one. Both are priced on the CloudX page and billed with your CloudX service. XCLUTEL switches it on during onboarding.

No. Text messaging in CloudX CCAI runs through the CloudX platform, so XCLUTEL adds no per message charge: SMS and MMS are included with the Plus and AI tiers. If a carrier passes a charge through, XCLUTEL passes it on at cost with nothing added. Sending on a US ten digit number does require 10DLC brand and campaign registration with the carriers, which XCLUTEL prepares and files as part of onboarding rather than billing as a service.

XCLUTEL provisions every CloudX CCAI account: scoping the floor, building queues and roles, connecting your CRM or PSA for screen pops, setting the AI limits and training the team. Text messaging on a US ten digit number also requires 10DLC brand and campaign registration with the carriers, which XCLUTEL prepares and files. XCLUTEL then actively monitors every stage of approval, so a question from a reviewer is answered quickly rather than left to stall. Timelines are quoted per account rather than published, because the approval decision belongs to the registry and the carriers.

Ask CCAI answers from that customer's own CloudX CCAI data and nothing else, and it is scoped to what the person asking is already permitted to see. A supervisor who can only see two queues gets answers about those two queues. One customer's data is never used to answer another customer's question.