At the center of this case study is amajor company that operates nationwide IT services in Brazil. This organization is responsible for a large technology infrastructure that supports a nationwide citizen service. With hundreds of simultaneous operators and millions of monthly interactions, the company is a key pillar in the digitization of Brazilian public services, facilitating communication between institutions and citizens through multiple channels.

What were the client’s needs

The company was facing significant challenges in managing a national citizen service with high volumes and complex requirements.

Why did the client contact XCALLY and what were their needs?

The client company came into contact with XCALLY through Teledata, a trusted partner in the Brazilian market. XCALLY’s reputation in implementing advanced omnichannel solutions and ability to manage complex projects with tight timelines were key factors in the choice.

The client needed a technology partner who could understand the peculiarities of the public sector and provide a flexible platform that could be quickly customized to meet specific requirements and integrate with existing systems.

What services did he need?

From a technical point of view, the company required:

  • Management of a national citizen service with a need for a robust infrastructure
  • Support for 300 simultaneous operators on different communication channels
  • Implementation of 900 IVR channels for automated voice services
  • Deployment on public cloud to ensure scalability and security
  • Meeting a 45-day deadline for system deployment
  • Offering services in Brazilian sign language (Libras) via video calls
  • Integration with existing dialers and CRMs
  • Implementation of quality management tools
  • Integration with RASA and government API for intelligent automated responses
  • Comprehensive training for 600 operators and 50 administrators/supervisors

What solution has XCALLY implemented

XCALLY has developed a customized omnichannel solution that seamlessly integrated all communication channels into a unified platform. This implementation enabled the client to effectively manage citizen services nationwide, optimizing both inbound and outbound interactions.

The solution was designed carefully considering the specifics of the Brazilian public sector and the need to ensure accessibility for all citizens, including those with hearing disabilities.

The key features of the service created

The results obtained as a result of the implementation

The implementation of the XCALLY has led to extraordinary results, radically transforming operational efficiency and improving the citizen experience:

  • 5 million calls received per month with 60% of interactions resolved directly by the cognitive IVR, significantly reducing the need for human intervention
  • 1 million outbound calls per month facilitated by automated dialer for proactive communications with citizens
  • 1 million WhatsApp interactions per month with 90% of requests resolved by chatbots, optimizing support and saving time
  • 100,000 Telegram interactions per month successfully handled 90% by chatbots, maintaining efficiency across all channels
  • 75,000 WebChat interactions per month with an 80 percent chatbot resolution rate, improving response time and reducing operator workload
  • 500 video calls per month to facilitate accessible communication for citizens in need of sign language services

 

 

Conclusion

The success of this project demonstrates how XCALLY is able to address and solve the most complex challenges in the utilities sector, even in contexts of high volumes, stringent requirements and tight deadlines.

The implemented omnichannel solution not only fully met the technical needs of the customer, but also radically transformed the citizens’ experience of interacting with public services, making them more accessible, efficient, and inclusive.

XCALLY’s ability to integrate disparate channels into a single platform, automate complex processes, and ensure a smooth user experience is invaluable to organizations managing large-scale services. This case demonstrates how the right technology, implemented with expertise and strategic vision, can have a profound impact not only on an organization’s operational efficiency, but also on the quality of services offered to citizens.

Choosing XCALLY means opting for a technology partner that understands the unique challenges of the public sector and knows how to address them with innovative, flexible and results-oriented solutions.