[PRESS] ChatBots theory and case studies

During the Workshop “ChatBots theory and case studies”, last Tuesday in Turin, we discussed about how machines and new technologies will be able to artificially reproduce intelligence and adopt “rational” behaviors, give answers and take decisions based on the interaction with human beings, on the interpretation of the context and on the recognition of physical elements.

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Allow Agents to effectively collaborate using the new internal Messenger!

Internal instant messaging is a great tool to collaborate to quickly solve customer issues! The internal Messenger is displayed in the right sidebar of the XCALLY Motion web interface, as you can see in the image below: We are happy to announce that the internal Messenger is included for free in every XCALLY Motion Plan! Upgrade Motion to the latest version and start to collaborate better! Discover more in the new XCALLY...

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Let’s explore the new PhoneBar Recording Management

Meet with the PCI compliance standard best practices Stay tuned with the new Motion bar: Agents can now easily manage Call Recordings thanks to the the stop/start feature! That way, call recordings can be temporary stopped (and later resumed): for example when the customer is providing his credit card details or any kind of sensitive information you don’t want to record! WATCH THE...

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What’s new in the Motion Phonebar

1. Agents Presence Agents can use this function in order to see if other Agents are connected or not to Motion and quickly call them, if needed. Agents can be retrieved by: Queue Name Status.   The Agents Presence panel is available only if your Agents use the Phone bar on Motion V2.   2. Calls History Agents can see their call history log containing the last calls they have done and received:   3. Multi-language The Motion Phonebar is available in English, French, Italian, Spanish and Portuguese. Is your local language missing? Please get in touch with our team and we’ll help you to add...

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Create IVRs that your customers will love!

The main role of IVRs is to quickly provide information and, only if needed, route customers to the most appropriate live Agents. However, if IVR are not properly designed, the result is the opposite: customers experience difficulties and frustration during the interaction, instead of finding information and solutions. Usually IVRs ask Customers to insert the requested data (service, customer ID, order number…) using their phone keypad, but they can be difficult to navigate and hard to understand! One way to improve Customer IVR experience is to accept input and responses via spoken words, thanks to voice recognition systems like Google Automatic Speech Recognition (ASR). Google ASR recognizes over 110 languages and converts spoken inputs into written text, that can be stored in the XCALLY channel variables with the related accuracy level. The accuracy value is between 0 and 1; if greater than 0.8 means that the dictation has been correctly recognised.   Add now Google ASR in your Cally Square IVR projects to provide smart speech-enabled services, self-service solutions and improve customer experience and satisfaction! This feature is available on XCALLY Motion V2 (from release 2.0.33) Contact us to get...

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