XCALLY
One solution, endless channels: XCALLY is the innovative omnichannel software which allows companies to manage the relationship with customers in a simple and effective way through all channels
- Case study: how omnichannel software helped a fintech company with loan recovery
- The case study of Fundaciò Ajuda i Esperança
- The Autoguidovie Case Study for customer service management
- Deploying Conversational AI to improve Lead management with XCALLY and Dialogflow
- XCALLY Motion for Tahya Misr, fundraising entity in Egypt
- XCALLY and Microsoft Teams teaming up
About XCALLY
XCALLY is an omnichannel software distributed all over the world through a network of 100+ of certified system integrator partners. XCALLY has recently been rated as the best contact center solution, awarded as the best Dialer in terms of usability and customer satisfaction, in "Front Runner", ranked first in the "GetAPP" category in terms of functionality and value for money and included in “Capterra” as Emerging Preferred Autodial Product.
Power up your customer service and improve overall business agility with XCALLY:
- Offer smooth experiences across all channels;
- Speed up processes and improve performance;
- Keep track of activities and volumes;
- Guarantee the continuity of the service;
XCALLY and Telnyx
Together, XCALLY and Telnyx represent a powerful communication platform that enables companies to provide next-generation interactive customer service and telemarketing activities through various touchpoints, with high-level voice and SMS performance from all over the world.
What does this integration consist of?
- The SMS Channel allows you to receive / send SMS from Telenyx.
- MMS with images are previewed from the agent panel without having to download them.
- Agents - belonging to the SMS queue with the proper skills - can easily manage SMS interactions and any other requests (mail, chat and so on) from a centralised interface, in this way they have a 360-degree picture of the entire communication traffic load.
- In the meantime, from the dashboards, the administrator can monitor in real-time all the activities that take place in the SMS queues and eventually modify their configuration and workflow if needed. At the same time, he can also check the status of all available Agents on other active channels and re-balance the communication flow.
Media
Use cases
- XCALLY FOR ADMIN
Admin can configure the platform, define the work team, monitor and guarantee the operation. More specifically can: create IVR flows, automate repetitive tasks/processes based on predefined actions, add any Brand communication channels, compose scripts to support agents in interacting with customer, view all customer information, keep track of customer journey and offer personalised experiences, create customised dashboards, use Unified Agent Desktop, monitor and act dynamically on workflows.
- XCALLY FOR SUPERVISOR
Supervisor can: configure workflows and monitor performance. More specifically can: manage interactions on all channels and view the information needed to offer an effective service from a single intuitive desktop interface with integrated WebRTC technology, create customised dashboards and monitor metrics and KPI's in real time to achieve goals, view all customer information, compose scripts, create IVR flows on his own thanks to the visual builder and drag & drop function.
- XCALLY FOR AGENT
Agent can manage interaction with the customer. More specifically can: access the Omni Desktop interface to manage the queues of the various channels (e-mail, SMS, chat, voice, open channel, vi), manage and share incoming interactions. Use predefined & custom answers, carry out Jscripty surveys and use third-party applications in integrated mode. Communicate with other teams via internal messenger to speed up customer interactions and foster collaboration.