omnichannel

In today's world, customer service is no longer just a support process, but a real competitive advantage. This is the topic addressed by Christian Orlandi, CEO of XCALLY, in episode #98 of the podcast "Technology Made…

The digitization of health care and health-related processes also brings with it an increasing complexity of patient needs that requires innovative and flexible solutions. This case study analyzes the collaboration between XCALLY and NetValue in a…

When we talk about on-premise vs cloud in the context of omnichannel software, we are referring to two deployment models that offer different opportunities and challenges for companies. The two solutions have their advantages and disadvantages,…

In a customer care context, the ability to filter information is crucial. With an increasing number of communication channels, from voice calls and chats to email and social media posts, agents need to be able to…

In an increasingly competitive market, where the customer journey has become the main differentiator among brands, implementing an effective quality monitoring system is no longer an option, but a strategic necessity for any company that wants…

What do we mean when we talk about CX or customer experience? In an area like customer service, what does it imply to have or not have a good CX? Is it true that companies that…