Efficient management of a contact center is critical to ensuring high-quality customer service. INGO, a Benefit Company part of the same holding company as XCALLY, Technesy Spa, chose to implement the omnichannel contact management platform to improve operational effectiveness and customer satisfaction.
This case study will explore the goals, results, and challenges faced during the implementation of XCALLY Motion within the management systems of INGO, a historic solution provider in the world of customer care.

Who is the client

Founded in 1998 as Phonetica, INGO Ltd. Benefit Company has a long history of excellence in the field of BPO services.
The company’s experience spans both inbound services, such as customer service, switchboard and specialized help desk, and outbound projects aimed at boosting business and improving customer retention.
INGO ‘s desire is to support clients and partners, both in Italy and around the world, in the development of processes related to the “customer experience.” By offering consulting, proprietary technologies and customized services, the company’s goal is to provide solutions that serve people, while respecting sustainability.

Main goals

The main objective of using XCALLY within INGO was to integrate and optimize customer service services to provide a smooth user experience across multiple communication channels for all 4 company locations.
Starting with third-party management software, already established from years of use, the choice was made prospectively to use the product developed by the technology side of the company, taking advantage of the customizable and scalable solutions offered by the XCALLY omnichannel suite.
This approach also has the ultimate goal of ensuring that every customer interaction is handled in an efficient and timely manner.

Functionality for the various industries and customers served

With a large number of clients under management, INGO needs to have access through XCALLY to different business verticals, especially:

  • E-commerce: assistance with orders, returns and general questions.
  • Telecommunications: support for billing and request management.
  • Health sector: coordination of appointments and patient information.
  • Utilities: assistance for utilities, emergencies, and customer information.

Omnichannel and AI

Starting from an already well-structured multichannel reality, INGO saw in XCALLY the opportunity to create an omnichannel environment on which to set up its services. It was also critical that the tools also have implemented artificial intelligence-based tools.

Use by agents

Given significant numbers of active INGO agents (about 470) each day, and the services in place, it was imperative to be able to have a product that was intuitive and easy to integrate with existing systems.
Training had to be minimal, to enable the easiest and quickest possible transition from one software to another.

XCALLY implementation process

In order to achieve a coherent design that took into account the needs of a solution provider such as INGO, the implementation of the XCALLY suite had to follow several steps:

  • Functionality Audit: analysis of current needs and definition of requirements.
  • Gap Analysis: identification of gaps with respect to goals.
  • Development and Testing: creation of required functionality and validation of the system.

This was because they were starting from a situation that had been established by years of experience on the part of agents but also on the part of managers and technicians.

Differences from the old software

The main differences from the previous software include:

  • Multichannel Integration: XCALLY enables simultaneous management of multiple channels.
  • Intuitive User Interface: XCALLY offers a more user-friendly interface, making it easier for agents to use.

Challenges faced and solutions

During implementation, INGO faced various challenges, including:

  • Resistance to change: as is logical, for those who have been used to using a tool for years, finding themselves interacting with something new can create difficulties. To overcome the transition from an already “familiar” product to the novelty represented by XCALLY, it was obviously necessary to create training sessions on the omnichannel suite, give communications about the benefits it entailed, and provide ongoing support so that issues could be resolved promptly.
  • Integration with existing systems: INGO manages many clients, with also several proprietary management systems to work on. Connecting with CRM and ERP required careful planning, development, and meticulous customization by XCALLY’s developers.
    Integration with Acuto, the knowledge base system found in INGO, was particularly challenging, this is because they needed to be able to update the information displayed on Acuto in real time based on the call and the service the operator is working on.
  • Create a suitable structure: it was crucial to be able to implement an architecture that would support INGO’s telephone traffic and volumes, with more than 180 different, multilingual (English, Spanish, German, and French) customers to manage simultaneously.
  • Communication: what made it possible to achieve the desired results was the continuous communication between the departments of INGO and XCALLY, a bilateral cooperation that created a cohesive and efficient working team in implementing the project.

What has been achieved

Thanks to teamwork, careful planning, and criticality management, XCALLY was able to replace the previous software in its entirety on most of the services managed by INGO’s contact center. In order to do this best, a series of predetermined steps were followed.

 

 

The project came to life at the end of 2022, and in October 2023 the first Beta testing of the migration from the starting software to XCALLY was carried out, and with mid-2024 the transition to XCALLY was completed.

Touchpoints activated

To date, the XCALLY platform enables INGO to use multiple communication channels:

  • Voice: direct telephone support.
  • Email: management of email requests.
  • Chat: online real-time assistance.
  • WhatsApp: quick and informal communications with customers through instant messaging.

Additional features developed

In some cases it was necessary to create ad hoc features developed specifically for INGO such as:

  • Automation of responses: to handle frequent requests automatically.
  • Integration with analytical tools: to monitor customer behavior
  • Agent Profile: agents were given the ability to log in with different profiles, thus accessing different services.
  • Timings: automations have been set up to manage the activation and standby of a list of services on a single operator.

Customizations and additions

Customizations made to XCALLY to fit INGO’s specific needs include:

  • Customized dashboards: to monitor specific KPIs and improved visibility of real-time information for supervisors.
  • Integration with Acuto: for centralized information management.

Training of agents

Training of agents to use XCALLY was managed through:

  • Structured training sessions: theoretical and practical courses to ensure a comprehensive understanding of the platform.
  • Support materials: guides and video tutorials to assist agents in learning.

Optimization of internal processes

Thanks to XCALLY, INGO has been able to modify and optimize several internal processes, such as:

  • Interaction management: improved workflows for more effective management of requests.
  • Reporting and analysis: advanced analysis tools to monitor performance.

Safety and reliability

The architecture was designed to ensure maximum reliability. A dual-node cluster was implemented, with MySQL replication. This allowed the master db to be used for XCALLY configuration and the slave db for statistics management.

What are the results obtained

Currently 90 percent of INGO services are managed through the XCALLY platform, the remaining 10 percent use proprietary customer management systems.

 

In the first months of use, it has already been possible to detect:

  • Increased customer satisfaction: positive feedback on interactions.
  • Reduced response time: requests are handled more quickly.
  • Improved agent productivity: agents can handle multiple interactions simultaneously.
  • Ease of configuration: XCALLY makes it easier to control a whole range of management-side processes.
  • Efficient management: more than 10k calls per day are handled through XCALLY
  • Versatility: today INGO leverages XCALLY for 307 different services

Benefits of an Omnichannel Platform

The adoption of an omnichannel platform such as XCALLY has brought significant benefits over previous solutions, including:

  • Greater consistency in interactions: customers can contact INGO through different channels without losing continuity.
  • Superior operational efficiency: centralized communication management has reduced waiting time and improved customer satisfaction.

Scalability of the platform

XCALLY offers scalable management, allowing INGO to adapt the platform as services and users increase without compromising performance.

In addition, the customization of services, due to the possibility of developing the product directly in-house, should not be underestimated.

Conclusion

The implementation of XCALLY was a key step for INGO in managing its contact center. Through the integration of communication channels, optimization of internal processes, and agent training, INGO is even stronger in the solution provider sector.