News

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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[MOTION] New effective integration between CM and Dialer

Posted by on Dec 14, 2016 in News | Comments Off on [MOTION] New effective integration between CM and Dialer

[MOTION] New effective integration between CM and Dialer

From the Motion version 1.0.2 you can use the Contacts Lists – created under the Contacts Manager section – directly on the Dialer Processes (without the need to upload again your Contact Lists under the Motion Dialer section). In this way the Motion Dialer Process is more easy and quick to set! You just need to: Create and Configure the Process Associate one of the existing CM Lists to the Process Run the Process! Enjoy! Need more info? Contact us!...

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Setup XCALLY also for agents not using computer!

Posted by on Dec 6, 2016 in News | Comments Off on Setup XCALLY also for agents not using computer!

Setup XCALLY also for agents not using computer!

Your Contact Center Agents don’t use computer during their work, since they manage calls on external SIP phones? With XCALLY, you can setup a Cally Square IVR project to let them perform the following actions, on their associated Queues: Login Logout Pause Unpause They just need to dial a specific code from their external SIP phone, for example: *11 = Login *12= Logout *13= Pause *14= Unpause Below you can see the structure of the IVR project. Contact us to get the full guide to build it on your...

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Smart Realtime Queue Management

Posted by on Nov 4, 2016 in News | Comments Off on Smart Realtime Queue Management

Smart Realtime Queue Management

The possibility to manage Queues in realtime, with the aim of minimize the waiting times, is fundamental to improve the customer satisfaction. Sometimes calls don’t arrive as predicted and the Supervisor needs a way to add immediately new Agents in a specific Queue, to avoid the increase of hold times, which can be really annoying and frustrating for the customer. In the XCALLY Realtime section, the Supervisors can dynamically set temporary Agent-Queue associations, according to the Contact Center urgency needs, to manage better the distribution of the logged Agents in the active Queues. The real time Agent-Queue association is: – immediate: the Agents don’t need to perform a new login. – temporary: when the Agents log out, the association will be deleted. In this way the static configuration (set in the xCALLY Queues section) won’t change. Supervisor can easily add the Agent on a new Queue in two steps: Clicking on the Join Queue(s) button, related to the Agent of interest Selecting from the list the Queues on which he wants to add the Agent   Please do not hesitate to contact our passionate Team for more information!    ...

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