XCALLY can be used by three different types of figures, each will have access to more or less functions. The agent is the basic operator who has the contact with the customer and who takes care of the final part of the interaction.
Operators will be able to manage calls using the Windows phone bar or WebRTC's built-in OmniDesktop features. Incoming calls will be accepted manually or automatically and you can make outgoing calls, transfer them, record them, keep a history.
Those in this role can access the Omni Desktop interface to manage the queues of the various channels (e-mail, SMS, chat, voice, open channel), manage and share incoming interactions. Predefined answers are also available, you can carry out Jscripty surveys and use third-party applications in integrated mode. Agents can communicate with each other and with supervisors via internal messenger to speed up and manage customer interactions and foster collaboration.
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