News

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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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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