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Add now Facebook Messenger to XCALLY Motion!

Posted by on Jul 3, 2017 in News | Comments Off on Add now Facebook Messenger to XCALLY Motion!

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!

Posted by on Jun 1, 2017 in News | Comments Off on Proud to be part of the FrontRunners 2017 Quadrant!

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

Posted by on May 30, 2017 in News | Comments Off on Unleashing XCALLY’s Automation Capabilities

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

Posted by on May 18, 2017 in News | Comments Off on XCALLY MOTION – Develop your favorite customer service channel

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

Posted by on Apr 19, 2017 in News | Comments Off on XCALLY MOTION – Keep track of your Users

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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XCALLY SHUTTLE – Discover the improved Realtime section

Posted by on Apr 19, 2017 in News | Comments Off on XCALLY SHUTTLE – Discover the improved Realtime section

XCALLY SHUTTLE – Discover the improved Realtime section

From the XCALLY SHUTTLE Version 2.4.57 – under the Realtime section – you will be able to filter Agents by their Status: READY TALKING PAUSE UNAVAILABLE The new filtered view is really useful for Supervisors to improve the Realtime monitoring of the Contact Center, in particular if they have a relevant number of Agents to manage. In the image below, you can see for example the Agents filtered by “PAUSE” Status: Please do not hesitate to contact us for further...

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XCALLY supports Amazon Polly

Posted by on Mar 14, 2017 in News | Comments Off on XCALLY supports Amazon Polly

XCALLY supports Amazon Polly

XCALLY now supports Amazon Polly: use it on your IVR Cally Square projects to provide information to your customers with natural sounding voice! See below a simple example: Customer calls the Contact Center to get some information, like the status of his order Customer digits his order number. XCALLY looks up the order status on the Database and sends this info to Amazon Polly, for voice synthesis Amazon Polly gets the text of the answer and elaborates it for the response. XCALLY gives the customer the requested information with natural sounding voice, thanks to Amazon Polly. Please do not hesitate to contact us for further...

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AnswerNet – XCALLY Case study

Posted by on Jan 25, 2017 in News | Comments Off on AnswerNet – XCALLY Case study

AnswerNet – XCALLY Case study

Philadelphia, January 2017 AnswerNet (www.answernet.com), a leading provider of contact center and telemessaging services in the USA and Canada, successfully deployed a fully distributed solution using the XCALLY SHUTTLE and MOTION technologies in more than 25 sites throughout North America. XCALLY (www.xcally.com) provided the software solution for drag and drop IVR, multi skill agent management, voice features and more channels  like email, web chat and social media communications. One of the main benefits leveraged by AnswerNet has been also the XCALLY API, used to perform the integration between the voice platform and other business process management software, like its messaging, scripting, CRM and billing platforms. The solution is running on the Amazon AWS hosted cloud service and has been designed to provide the best level of security and scalability. The AnswerNet’s agents benefit from one of the best Omni Channel UX, the XCALLY phone bar. AnswerNet added an integration with its messaging platform, exploiting the XCALLY CTI API. The easily provisioned IVR helped in terms of queue and service design.  The full drag and drop visual interface and advance applications allowed AnswerNet to create custom queuing and enterprise class solutions for its clients. AnswerNet is now adding more channels and more integrations to the solution using the improved XCALLY MOTION API. The current deployment provides services throughout the USA and Canada as AnswerNet equips its nearly 700 agents with XCALLY’s Motion. “We chose XCALLY as our communications partner because we shared a vision of the future which recognizes that contact centers need to be able to integrate multiple business processes to multiple communications channels”, said Gary Pudles, AnswerNet’s President. “We continue to be impressed with the way XCALLY has architected its solution to be easy to use as new business applications are introduced.” “Working with the AnswerNet team has been amazing, mainly because we share the same vision in terms of customer care evolution. Furthermore, we have been able to replicate our software solution in many AnswerNet sites all around US. This is only the beginning of a strong partnership, that we believe will lead to one of the best User experience inside the US and Canada Omni Channel contact center market” said Diego Gosmar, XCALLY Managing Director.  AnswerNet – XCALLY Case...

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Why We Love Omnichannel (And You Should, Too!)

Posted by on Jan 25, 2017 in News | 0 comments

Why We Love Omnichannel (And You Should, Too!)

The key to an effective customer service is focusing on the channels where your customers are.  Know your customers and let them interact with you across their favorite channels! Today customers expect to communicate with companies, to solve an issue or simply to get information about a product, using different channels and devices. For example they may contact you by e-mail, then on socials and finally they may call to talk with an operator, which needs to know all the previous interactions the customer had, in order to avoid the repetition of information and frustration. Omnichannel is a great opportunity to improve your customer experience, if you collect information from different channels as a unique interaction. Voice, E-mail, Web Chat, SMS, Facebook, Twitter and other social media platforms…Yeah, you may think that today there are too many channels… and you will need a lot of time and resources to handle them. Don’t worry! You can manage all your customers Interactions and keep track of the Customer Journey on a unique system, using the powerful XCALLY Omnichannel Call center solution and Open Channel API! In addition to the already available modules (Voice, Web Chat, E-mail, FAX, SMS) you can add as many channels as you need in just few steps, thanks to the powerful Open Channel tool. Your Agents will be able to easily manage all of them inside a single Omni channel Desktop interface. Please do not hesitate to contact our passionate Team for more information! Looking for best in class User Experience mnichannel call center software? Check please our full features...

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XCALLY MOTION now supports Kuando Busylight!

Posted by on Jan 5, 2017 in News | Comments Off on XCALLY MOTION now supports Kuando Busylight!

XCALLY MOTION now supports Kuando Busylight!

XCALLY MOTION provides the interoperability between the Motion Agent Phone bar and the Kuando Busylight. Functionalities The Busylight colours indicates: – the Agent status: Ready On Pause Talking – the Incoming Call/Phone ringing Colours Green Ready Blue On Pause Red Talking Flashing Red Incoming Call / Phone Ringing   Need more info? Contact...

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