News

What’s new in the Motion Phonebar

Posted by on Nov 13, 2017 in News | Comments Off on What’s new in the Motion Phonebar

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!

Posted by on Oct 30, 2017 in News | Comments Off on Create IVRs that your customers will love!

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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Discover the XCALLY API

Posted by on Oct 19, 2017 in News | Comments Off on Discover the XCALLY API

Using the XCALLY API you can get a variety of methods to manage your agents, queues, contacts, lists, campaigns and more! How it works? Client sends the requests to the desired API endpoint and the API provides the requested data, rendering the resulting JSON in the response body. Below an example of the actions you can perform with the Contacts Manager XCALLY API: Create a new List, just defining the name and an optional description Create a Contacts on the List, defining their details Associate Agents to the List, so they can manage it and the related Contacts. This is just a little example of what you can do; you can access to the full set of XCALLY API for managing requests and responses related to the main Motion modules and functions. Please contact us to request the complete API...

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Introducing Motion Bull Dialer

Posted by on Sep 28, 2017 in News | Comments Off on Introducing Motion Bull Dialer

Introducing Motion Bull Dialer

Upload your Contact lists and run your campaings through our new and powerful Motion Bull Dialer! Motion Bull Dialer can be used for several kinds of applications, like: Call Back applications Booking reminders Automatic Surveys Tele-selling and Telemarketing Tele-alarms Political campaigns Your Agents won’t waste time manually dialing numbers and waiting for call answers, Motion Bull will do this for them: that means reduced errors and increased talk time! Choose the dialing method according to your workflow and start improving your performances now! Progressive: Motion Bull automatically dials the next contact number as soon as an Agent is ready to manage a new call. Power: it’s similar to progressive dialing, but calls are generated according to a defined power level. Predictive: calls are generated by the Bull predictive algorithm. The aim is to predict when agents will be available to manage new calls and, at the same tame, have new connected calls, answered by people, ready for them. Preview (coming soon!): agents can view the contacts information before managing the call, to serve customers more efficiently. Discover the main Motion Bull benefits: user friendly web GUI for Queue/IVR campaigns configuration and realtime monitoring easy import of your lists in the Contacts Manager module REST API Contact us to get more...

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10 reasons why you should use the XCALLY Phonebar

Posted by on Sep 14, 2017 in News | Comments Off on 10 reasons why you should use the XCALLY Phonebar

We designed the XCALLY Phonebar to offer your Agents a powerful tool to work effectively. Discover its main benefits: 1. Simple agent login No need to use external softphones and configure complex SIP Settings! Just use the XCALLY Motion Agent credentials to login and start managing inbound and outbound calls (using transfer, conference, autoanswer, call history and many other functions…). 2. Hot desking Call Center Agents can easily share the same seat in different time slots and/or move to different seats, maintaining their same profile. 3. Multi-skill After login, Agents can move to multiple Pause status (Aftercall, Backoffice…) – configured by the Administrator – with a single click! No need to insert codes, BLF or to do manual operations. 4. Value added pop-ups Agents can get customizable Pop-ups containing value added customer information (i.e. services, involved queue, custom fields, CRM data…) and not only the Caller ID info! 5. Unified desktop optimization Agents can use any other applications (web browsers, spreadsheets, editors, custom apps…), having the Phonebar auto-adapted to the Desktop space, always visible on the top of the screen. 6. Easy update Each time your Agents launch the Phonebar, they will be alerted if a new version is available! They can also check their Phonebar version and updates in the Settings – About tab. 7. CTI best user experience The Phonebar is independent from underlying applications and can be integrated with any kind of Web or Windows application (Zendesk, SugarCRM, Salesforce and many others). 8. Monitoring Supervisors can monitor in Realtime the Agents’ activities on the Phonebar and get offline Reports based on the Agent KPI. Supervisors can also use the Whisper & Barge in feature using the Phonebar for quality monitoring purposes. 9. Click to dial Available the easy and powerful click to dial function, in order to improve Agent efficiency! 10. Omni Channel integrated With a single click, the Phonebar will open the browser and login the Agent to his Motion Omni Desktop web interface.   Contact us to get the installation link of the latest XCALLY Motion Phonebar version...

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Easily reach your customers on WeChat!

Posted by on Aug 31, 2017 in News | Comments Off on Easily reach your customers on WeChat!

Easily reach your customers on WeChat!

WeChat is a powerful app that connects 900 million people and offers Official Accounts designed for brands and companies. WeChat users can find your Official Accounts via search tool or scanning your QR code; they can follow you and get your notifications. This is a great opportunity to connect with your followers and potential customers, that can also contact you simply sending WeChat messages to your Official Account! The WeChat communication channel can be added on Motion in few steps, thanks to the Motion Open Channel API (please contact us to request the integration guide). Your Agents can receive and send WeChat messages from their Omni Desktop Web GUI, as they do for E-mail, SMS, Web Chat and other configured custom channels. Like for the other interactions, your Agents can apply Tags, set a Disposition and also use Canned Answers in order to answer quickly to customers. A special thanks to our Malaysian XCALLY Partner HELiO TECHNOLOGY for their contribution in the Motion Open Channel API – WeChat...

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We will speak at Astricon 2017!

Posted by on Aug 3, 2017 in News, Screenshots | Comments Off on We will speak at Astricon 2017!

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!

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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