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Call Center Reports

XCALLY includes the advanced reporting web interface, in order to evaluate your Contact Center performance, according to the pre-defined SLR (Service Level Request), SLA (Service Level Agreement) and OLA (Operational Level Agreement).

According to the ITIL model, the Service Level Management, is a key process for proactive, reactive Service Design and Continual Service Improvement.

XCALLY Reports has been designed to support your SLA mangers, supervisors and team leaders, with a powerful and effective interface, providing Real Time and Off Line call center analytics and contact center metrics, like agent performances, service campaign and channel indicators.

Reports are provided both for Inbound and Oubound Blended services.

All the measures and results are available on the web interface, ready for text or .pdf download. Reports include Table views or Chart views, along with Zoom-IN and Zoom-out features.

xCALLY overview Video Screencast

Call Center Real Time report screenshot >> Zoom-in

Interested in a quote or more information? Do not hesitate to contact us!

Posted by admin on May 10, 2011 in News, Screenshots | 0 comments

Testimonials

“We have been impressed by the xCALLY User Experience here at Cortes54. The solution perfectly suites with our ecommerce business model, helping us to offer fast and effective services to our customers. xCALLY turns to be a flexible solution: we are able to benefit from their multi-skill and multi-campaign features along with our distributed contact center, using both the flat rate and pay per use model...”
G.Minacci - Cortes54 General Manager

Using xCALLY, our customer care agents can manage the multichannel inbound and automatic outbound calls, benefits from a powerful and simple user experience. Furthermore, all agents and campaigns can be managed with exceptional ease from the intuitive GUI xCALLY provides to power the powerful backend that allows for thousands of simultaneous calls. This is what the Call Center Industry has been wanting for years and finally a scalable, easy to use and infinitely expandable platform is available"
William McCarthy, CEO of Cloud Systems International, Inc.

“It was a tremendous opportunity for the team of 5 fully-employed masters of business administration students to work closely with the seasoned executives of Xenialab to explore options for the company to enter the U.S. market with their flagship contact center software suite, XCALLY. This field study resulted in 204 primary market interviews of potential customers, industry experts, partners and competitors, by the students, and was helpful in setting strategic and tactical goals for the company, while developing close working international relationships and providing a powerful learning experience for the students. We are excited to see Xenialab introduce XCALLY to the North American market.” Professor Jonathan Lasch, faculty advisor for the GAP program at the UCLA Anderson School of Management

“After working closely with Xenialab over the past several months I've been extremely impressed with their technical expertise, innovative ideas, and most of all the open and collaborative philosophy that Xenialab exemplifies.” Zac Wolfe - Safi Systems LLC Co-Founder

"The very best of Microsoft and open source, together for Customer Care management"
Read the Openness Microsoft success case history here...

xCALLY becomes Global Call Center solution
The seamless xCALLY/Digium Gateway integration is also beneficial in terms of management and scalability, especially for customers looking to protect their investments by steady, systematic growth.
Read the xCALLY - Digium case history here...

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