xCally Contact Center

Omni-channel media, inbound, outbound (Dialer) blended solutions with campaign management.

Highlights

  • Engage your customers with the XCALLY unique technology; open channel, real time, powerful, effective and totally integrated with Asterisk.
  • Manage your customer’s information and keep track of their interactions across multiple channels.
  • Develop your favorite custom channels (social networks, video etc.) in just few steps. Your agents will then manage customer interactions inside a single omni-channel desktop interface.
  • Your agents can login to their queues, manage multiple statuses and perform different tasks, according to their assigned skills, using the Windows Motion phone bar.
  • Enjoy voice, SMS, web chat, email, fax and social channels on the same unified solution.
  • Use the RealTime panels to monitor your agents’ performances and to make dynamic changes in cases of urgency.
  • Analyse data and performances through our ready-to-use reports or build your own reports tailored to your business goals.
  • Every Contact Centre is unique: build your own custom dashboards to monitor and improve its performance.
  • Make things automatically happen according to previously defined timing and actions.

The xCally Contact Center Offer

XCALLY is an innovative Omni Channel solution that integrates Asterisk™ with the Shuttle and Motion technologies, developed in the Xenialab research center. The solution is one of the best Contact Center management platforms for multi-channel – voice, chat, email, SMS, fax and custom channels (social, video …) – through standard APIs. XCALLY is currently used in over 50 countries, thanks to its ease of installation, setup and use.

xCally Contact Center Modules

OMNI-CHANNEL

Multiple-media sources including voice, email, SMS, fax, social and IM.

MOTION BULL DIALER

Multiple mode dialer, including predictive, progressive, booked.

ACD INBOUND

Active call distribution on all media types including voice, email, SMS, fax, social and IM.

IVR PROJECTS

Visual IVR builder with extensive features.

JSCRIPTY

Agents script builder.

The Difference Between a Call Center and Contact Center

In the 1960s, the invention of automatic call distribution (ACD) systems made hiring and training customer service reps to handle incoming phone calls at volume cost-effective for the first time. This innovation—made possible through machines that route inbound calls to multiple agents based on their availability or expertise—was called a “call center.”

Gartner defines a contact center as a team (or group of teams) that interacts with customers across a range of channels, including phone calls, SMS, email, live chat, and social media. Call center agents offer support or sales only over the phone. If your agents handle requests and make contact with users or customers through any other channel(s), you’re running a contact center.

For more information about our xCally services as well as the pricing, please contact us.