In the customer care environment, where interaction management software is often shared by multiple people, it becomes essential to have an overview of what is happening in real time to ensure operational efficiency and customer satisfaction. XCALLY offers innovative solutions for realtime interaction management, enabling companies to immediately monitor, analyze and optimize call center performance, with a significant impact on business results.
Realtime interaction management: definition and technologies
Realtime interaction management represents the set of tools and processes that enable customer interactions to be monitored and managed at the exact moment they occur. This capability radically transforms the operational approach of today’s call centers, enabling immediate decisions based on real-time data rather than retrospective analysis.
The underlying technologies
Real-time interaction management relies on several integrated technologies to provide a complete and immediate picture:
- Advanced monitoring systems: platforms that collect and display operational data as they are generated
- Predictive analysis algorithms: which process incoming data to identify trends and flag potential critical issues
- Interactive dashboards: visual interfaces that present complex information in an intuitive and easily searchable way
- Automatic notification systems: which alert supervisors when abnormalities are detected or threshold values exceeded
These technologies, working in synergy, allow granular control over contact center operations, reducing response time to problems and improving resource allocation.
Competitive advantages of RTIM
Implementing an effective Realtime interaction management system offers numerous benefits to organizations:
- Significant reduction in customer waiting time
- Improved user experience through proactive peak traffic management
- Optimization of agent allocation based on current call volume
- Immediate identification of critical operational issues before they impact the customer experience
- Greater agility in responding to sudden changes in contact patterns
Companies that adopt RTIM systems experience, on average, a 15-20% increase in customer satisfaction and a 10-15% reduction in operating costs due to process efficiencies.
What is XCALLY’s Realtime feature and how it improves interaction management
XCALLY has developed a comprehensive ecosystem of realtime interaction management tools that seamlessly integrates into its suite of call center software.
The Realtime of XCALLY Motion enables real-time supervision of agent activities across all communication channels, including voice, chat, email and WhatsApp.
XCALLY’s Realtime Dashboard
At the heart of XCALLY’s system is the Realtime dashboard, a powerful visualization tool that provides a comprehensive overview of contact center activities as they happen. This dashboard includes:
- Real-time display of call queues and service levels
- Instant monitoring of agent status (available, paused, on call)
- Key performance metrics (KPIs) constantly updated
- Interactive charts highlighting call trends
- Customizable alerts for critical situations requiring immediate action
The dashboard is fully customizable, allowing supervisors to focus on the indicators most relevant to their business and tailor the visualization to their specific operational needs.
Comprehensive monitoring of agents’ activities
The Realtime section provides a detailed view of each agent’s status, highlighting whether it is available, busy, paused, or on hold. You can view channel-specific information, such as the associated phone number and talk time, and change the agent’s real-time status.
XCALLY allows you to monitor voice queues and interactions on other channels, displaying metrics such as the number of calls on hold, average time on hold, and the number of available operators. In addition, direct action can be taken on queue and workflow configurations to respond promptly to overloaded situations or to optimize interaction management.
Why choose XCALLY for real-time interaction management
The solution XCALLY for realtime interaction management represents a strategic choice for companies aiming for operational excellence in their contact centers. The combination of cutting-edge technology and an intuitive interface allows the flow of real-time data to be transformed into concrete operational decisions, with a direct impact on customer satisfaction and efficiency.
Optimization of operational efficiency
With real-time monitoring, inefficiencies or problems in workflow, such as excessively long queues or overloaded operators, can be quickly identified. This allows prompt action to be taken by allocating additional resources or changing call routing strategies, thus improving the overall efficiency of the contact center.
Improved Service Quality
Real-time monitoring makes it possible to assess the quality of customer interactions by recording screens during calls, monitoring chat conversations, and monitoring email handling. This enables immediate interventions to provide feedback and suggestions to operators, improving the overall customer experience.
Adaptability and scalability
XCALLY is designed to accommodate any type of customer service, whether for small entities or multinational companies. The platform offers the flexibility to add new channels, integrations, and features as needed, enabling limitless growth.
