News

[PRESS] ChatBots theory and case studies

Posted by on Mar 8, 2018 in News | Comments Off on [PRESS] ChatBots theory and case studies

[PRESS] ChatBots theory and case studies

During the Workshop “ChatBots theory and case studies”, last Tuesday in Turin, we discussed about how machines and new technologies will be able to artificially reproduce intelligence and adopt “rational” behaviors, give answers and take decisions based on the interaction with human beings, on the interpretation of the context and on the recognition of physical elements.

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Allow Agents to effectively collaborate using the new internal Messenger!

Posted by on Feb 23, 2018 in News | Comments Off on Allow Agents to effectively collaborate using the new internal Messenger!

Allow Agents to effectively collaborate using the new internal Messenger!

Internal instant messaging is a great tool to collaborate to quickly solve customer issues! The internal Messenger is displayed in the right sidebar of the XCALLY Motion web interface, as you can see in the image below: We are happy to announce that the internal Messenger is included for free in every XCALLY Motion Plan! Upgrade Motion to the latest version and start to collaborate better! Discover more in the new XCALLY...

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Let’s explore the new PhoneBar Recording Management

Posted by on Feb 7, 2018 in News | Comments Off on Let’s explore the new PhoneBar Recording Management

Meet with the PCI compliance standard best practices Stay tuned with the new Motion bar: Agents can now easily manage Call Recordings thanks to the the stop/start feature! That way, call recordings can be temporary stopped (and later resumed): for example when the customer is providing his credit card details or any kind of sensitive information you don’t want to record! WATCH THE...

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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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