XCALLY

The complete Contact Center Solution

The Omni-channel Software for Contact Centers that manages all channels and powers up your customer care service, improves overall business agility and takes CX experience to the next level of automation!

CONTACT US

XCALLY Features

  • Call Routing: Intelligent routing of inbound calls based on predefined rules, such as IVR (Interactive Voice Response) menus, caller ID, or agent skills.
  • Interactive Voice Response (IVR): Automated response system that interacts with callers, gathers information, and routes calls to the appropriate department or agent.
  • Predictive Dialer: Automated dialing system that dials multiple numbers simultaneously, predicting when agents will be available to handle the next call, thereby maximizing agent productivity.
  • Agent Desktop: A unified interface for agents to manage calls, access customer information, and handle interactions across various communication channels.
  • Real-time Monitoring and Analytics: Monitoring and reporting tools that provide real-time insights into call queues, agent performance, service levels, and customer satisfaction metrics.
  • Call Recording and Quality Monitoring: Ability to record calls for training, compliance, and quality assurance purposes, with features for reviewing and evaluating agent interactions.
  • CRM Integration: Integration with Customer Relationship Management systems to synchronize customer data, provide context for interactions, and improve personalized customer service.
  • Multi-channel Support: Support for handling customer interactions across multiple channels such as voice, email, chat, SMS, and social media, ensuring a consistent customer experience.
  • Workflow Automation: Automation of routine tasks and processes to streamline operations, reduce manual effort, and improve efficiency.
  • Outbound Campaign Management: Tools for managing outbound campaigns, including scheduling calls, managing contact lists, and tracking campaign performance.
  • Reporting and Analytics: Comprehensive reporting capabilities to track key performance indicators (KPIs), measure service levels, and identify areas for improvement.
  • Security and Compliance: Features to ensure data security, compliance with regulations (such as GDPR or PCI-DSS), and protection of sensitive customer information.

Benefits of XCALLY

  • Improved Customer Service: Enables efficient call handling, reducing wait times and ensuring calls are routed to the right agent or department swiftly.
  • Enhanced Productivity: Automates routine tasks like call distribution and scheduling, allowing agents to focus more on resolving customer issues.
  • Cost Efficiency: Optimizes resource allocation and reduces operational costs through features like predictive dialing and call routing.
  • Scalability: Easily scales to accommodate growing business needs, whether it’s adding more agents or expanding to new communication channels.
  • Analytics and Reporting: Provides insights into call volumes, agent performance, customer satisfaction metrics, and more, aiding in decision-making and process improvement.
  • Integration Capabilities: Integrates with CRM systems and other business applications, ensuring seamless data flow and a unified view of customer interactions.
  • Flexibility: Supports various communication channels such as voice calls, email, chat, and social media, meeting the diverse needs of modern customer service.
  • Compliance and Security: Ensures adherence to regulatory requirements (like GDPR or PCI-DSS) and maintains data security through encryption and access controls.

Integrations

RELATED BLOGS

HOW CAN WE HELP YOU?

We understand the complexities of the telecommunication space. If you are looking to get a true perspective on your situation and what you can do to start or improve. Fill in your information below and tell us what you’re looking for so we can make sure the right person speaks to your about your business needs.