Why Is Omnichannel Communication a Game-Changer in XCALLY?
Effective customer service revolves around seamless interactions with your customers. XCALLY’s omnichannel capability allows your customers to connect with you through their preferred communication channels, ensuring a personalized and high-quality service experience. Enhance engagement, improve customer satisfaction, and build lasting relationships with XCALLY’s advanced omnichannel solutions.
XCALLY seamlessly integrates with Asterisk™ to deliver a powerful CTI system for your call center. Designed for efficiency, our solution enables you to manage agents, queues, PBX extensions, and more with ease. Enhance customer interactions, streamline operations, and maximize productivity with XCALLY’s advanced call center technology.
Define agents, phones, users and their authorizations.
It groups agents in a queue, e.g. by skills and services.
It automatically routes calls according to rules and strategies.
Register your VOIP provider for incoming and outgoing calls.
Enables call recording (automatic or manual) in .wav or .gsm format.
Use blind, attended or warm transfer.
Listen, download and evaluate recordings for quality monitoring.
Analyses performance using pre-configured or customised reports.
Enables call recording (automatic or manual) in .wav or .gsm format.
Use blind, attended or warm transfer.
Listen, download and evaluate recordings for quality monitoring.
Use the answering machine application to allow a caller to leave a voice message.
The XCALLY Motion Email Channel enables you to configure email accounts for agents assigned to specific email queues. This allows agents to efficiently send and receive emails, ensuring seamless communication with customers while maintaining organized and structured interactions. Enhance your customer service with XCALLY’s intelligent email management system.
The Client and the Agent may exchange e-mail messages (including files, emoticons, pictures, etc.), with the following benefits:
This way you can provide more efficient customer service!
The XCALLY SMS Channel enables seamless SMS communication with customers through trusted providers like Twilio, Plivo, ClickSend, Clickatell, Infobip, Skebby, Connectel, and CSC Telecom. Agents assigned to Code SMS can efficiently manage SMS interactions alongside other channels such as email and chat, ensuring a unified and responsive customer experience.
The customer and the agent can exchange SMS messages, resulting in the following benefits:
The customer may use standard SMS systems
Agent interaction occurs within the XCALLY Motion environment
The agent can handle several types of interaction at the same time
The content of the interaction is shared, easily retrievable and managed
All customer information is stored in Contact Management and Customer Journey
Enhance your customer journey with XCALLY’s integrated web chat solution. Engage with customers in real time, provide instant support, and deliver a seamless communication experience—all within the XCALLY suite.
Agents, thanks to XCALLY, can handle multiple chats simultaneously! This improves their productivity, compared to agents handling calls in a queue. In case your agents are not available 24/7 or are all busy, the web chat snippet can become a customizable contact form to collect messages. You can also configure a chatbot service to provide basic information and then direct the chat to an operator when the conversation is too complex.
At the end of the interaction, the customer is invited to comment on the chat. He/she may also add a textual comment. Supervisors can analyse the feedback, together with the chat transcript, in order to improve agent interactions through this powerful channel.
WhatsApp for XCALLY is a powerful solution that allows businesses to deliver seamless and engaging customer interactions through WhatsApp. Enhance communication, improve responsiveness, and build stronger relationships by connecting with customers on the platform they trust the most.
This powerful tool is based on the WhatsApp Connector Channel of XCALLY Motion V3, which allows agents to manage WhatsApp conversations directly from the XCALLY Motion Omni Desktop interface. With WhatsApp, companies can leverage one of the most popular messaging systems to offer a high-quality service and improve the overall customer experience.
Thanks to the new Whatsapp Connector feature, it is now possible to send outbound campaigns from XCALLY using predefined templates from META. (TBD following final release).
