We will speak at Astricon 2017!

We will be at Astricon again this year! We will show you a dangerous demo about the Omni Channel opportunities, integrating Asterisk with additional channels like web chat, e-mail, sms and more. The main focus will be on our Open Channel module: a simple way to add custom channels inside an Asterisk call center environment, from Social media to IoT events. See you in Orlando on 3rd October! Go to the Astricon website and save the XCALLY event “Beyond Asterisk Omni Channel Contact Center” to your...

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Add now Facebook Messenger to XCALLY Motion!

Facebook Messenger is a great channel that you should immediately set for your Contact Center: it’s used by more than 1.2 billion Users and by 20 million of businesses. Join them! 2 billion messages are sent between people and businesses every month! You can enable messaging over Facebook Messenger via XCALLY Motion thanks to the Open Channel module, available on the Ultimate and Omni-gold plans.   Your Agents will easily manage the Facebook Messenger interactions with customers using their XCALLY Motion Web GUI, as they already do for E-mail, Web Chat and SMS. On Facebook Messenger you can: find new potential contacts and convert them to customers “53% of people are more likely to shop with a business they can message directly” provide effective support to your customers “56% of people would rather message than call customer service” Provide quick replies to messages using the canned answers configured on Motion, that will help your Agents to save time and manage multiple conversations simultaneously. Get started now: contact us to get the XCALLY Motion – Facebook Messenger guide! source: Facebook Data, April 2017 – “Facebook Messaging Survey” by Nielsen, Mar 2016...

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Proud to be part of the FrontRunners 2017 Quadrant!

XCALLY has just been named a 2017 FrontRunner for Call Center on Software Advice, powered by Gartner Methodology! More than 240 products have been evaluated and the ones with the highest scores have been included in the quadrant. Discover more on http://www.softwareadvice.com/call-center/#top-products Read the XCALLY Reviews on Software...

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Unleashing XCALLY’s Automation Capabilities

Make things automatically happen, according to previously defined timing and actions using Triggers and Automations! Triggers are rules that you can set to execute certain actions based on predefined conditions. You can manage triggers for Voice, Email, Web Chat, SMS channels and – from Version 1.0.20 – also for Open Channel interactions (i.e. Twitter, Facebook…)! See below some examples:  a Voice trigger can open a Zendesk ticket and an HTML Motion Phonebar popup, with the details of the call, when an agent picks up a call in a specified Queue; an Open Channel trigger can forward an incoming Twitter message to a specific e-mail address. In this way the Agent can manage it also using a 3rd party app, like a ticketing system, as you can see in the image below:     Please do not hesitate to contact us for further...

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XCALLY MOTION – Develop your favorite customer service channel

The XCALLY MOTION Open Channel API is a powerful tool designed to develop your favorite customer service channel in your Contact Center. Let’s see some examples! Communication channels Notify Agents of customers messages received from social media and custom channels. The first step to improve Customer Satisfaction is giving customers the possibility to use their preferred channels and platforms to reach your Contact Center and solve their issues. Facebook, Twitter, Telegram… these are some examples of channels that you can configure using Open Channel. All the messages received can be managed by your Contact Center Operators in the XCALLY Motion web Omni channel interface, in the same way they manage E-mail or SMS interactions! IoT notification channels Notify Agents of data received from devices, systems and sensors. IoT (Internet of Things) can be considered as a great channel to provide information from devices to Agents. Using Open Channel you have the possibility to build, in your Contact Center, a IoT notification service! When the Open Channel account detects a message, coming from the configured device, it sends that message to the Agent, that can elaborate it and acting properly. How the Open Channel works We provide you all the necessary tools to receive and send messages. All you need to do is implement a simple web service to exchange messages between the XCALLY Motion server and your favorite channel. Please note that basic programming language knowledge is required. You can use any programming language you prefer to develop the web service or refer to our Professional Team, always ready to help you improving your Contact Center!...

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XCALLY MOTION – Keep track of your Users

From the XCALLY MOTION Version 1.0.14 you will be able to access to detailed Users Logs. In the file log /var/opt/xcally/access.log you can find all the information related to the performed action, the User, the date and time and the involved parameters. See an example in the image below, where the Admin has updated the settings of the Agent “john.doe”. You can find: the date and time the userId e userName, in the example the admin the method, in the example PUT means “update” the path: the used API the body: the parameters sent to the API Please do not hesitate to contact us for further info!    ...

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