customer experience

The future of customer experience: leveraging AI sentiment analysis for a deeper understanding of customers

January 23

The digital age has brought an enormous amount of data at the disposal of companies. Among the most valuable data are those that reflect customers' opinions, emotions, and perceptions. Understanding this information is critical to improve […]

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Omnichannel vs Multichannel: What Are the Differences?

April 26

In recent years, the world of customer care has undergone a radical transformation. With the advent of technology and the widespread use of mobile devices, customers have gained unprecedented power. Today, end-users can interact with companies […]

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Data Retention: The New XCALLY Add-On

April 18

Data management is a crucial aspect for any business, as accurate cataloging and retention of information is essential for smooth operations. It is important to ensure data is stored securely and backed up effectively to avoid […]

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XCALLY logo change: Human and AI

March 23

How XCALLY was born XCALLY was born from the passion of a group of contact center professionals and their vision of what customer care should be. Since 1996, experimenting with Voice over IP solutions and using […]

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What is an IVR and how it works

February 27

IVR stands for Interactive Voice Response: interactive voice response, which is a technology that allows customers to interact with a telephone system through a voice menu configurable to a company's specific needs. IVRs are increasingly established […]

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How to choose the right customer support software for your contact center

February 1

One of the biggest challenges facing every brand today is managing increasingly complex customer care & experience processes. Providing the best customer service requires the orchestration and governace of multiple channels and tools. To do this, […]

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