What is XCALLY?

XCALLY Omnichannel Contact Center Platform is an innovative software developed in the Xenialab research center that has quickly become one of the best contact center management platforms that enables customer engagement via Inbound/Outbound Voice, Chat, Email, SMS, Video, Whatsapp, Facebook, Instagram, and Custom Channels (i.e. additional social media and instant communication apps) - all seamlessly managed from one single user interface in a unified platform!

XCALLY is currently installed in over 60 countries between EMEA, USA, APAC. Thanks to the straightforward configuration and intuitive web interface supervisors and agents can quickly learn how to use XCALLY and focus on what really matters: their customer satisfaction!

XCALLY is one of the leading solutions in the following sectors:  

• Omnichannel Contact Centre platform, designed to support organizations that need to interact with their customers through multiple channels: Voice, Video, Chat, SMS, and Social Media, including the ability to analyze the Customer Journey, Contact Cards, and Analytics.

• Contact Centre Automations with AI, satisfying needs as:

  • Conversational AI: human-machine interfaces to automate conversations on all channels (Conversational AI, Machine Learning, Chatbot, etc. )

  • Dialers: contact-lists are automatically processed, based on certain criteria, for Telemarketing, Booking Confirmation, Credit Collection, Lead Generation etc.

  • Workforce Management: prediction, through AI algorithms and resource allocation with the most appropriate skills for the management of each service in the company.

Key Benefits

Some of the key benefits of using XCALLY MOTION Omni Channel Solutions are listed below:

• Multiple Channels but a Single Environment: Even if your call center handles customers across multiple channels, all information is saved in one place. A customer could interact with an agent via live chat, with another agent via a voice call, and then via email. Since all of that customer's interactions using the various channels are saved, the agent on any channel can easily access the customer journey. This allows agents to efficiently handle customer demand and provide personalized service. For each interaction with the customer, it is possible for the agent to have immediate visibility of previous interactions on a Timeline and information such as the channel used, the associated service or queue, the date and time of the contact, the status of the interaction and various value-added information associated with it (such as Tag and Disposition) that better classify the interaction.

• Faster Support: Customer problems can be solved easily and quickly by being available at the most common points of contact. Agents can offer immediate support via live chat, email, voice and social media. The agent can use the customer history to offer faster and more effective support.

• Increase customer satisfaction: Allowing customers to communicate through multiple channels is the first step towards customer satisfaction: the omnichannel solution allows a customer to interact perfectly with your company and to feel welcomed and recognized.

• Self-service and Live-Agent interaction blending: Most customers would like to solve their issues themselves before contacting an agent. Using our Cally Square IVR designer, you can provide self service with a possibility of contacting a live agent when needed. The self service usually covers the most frequent inquiries and allows customers to easily solve their issues. Calls come to the queues only when customer can't answer on their own, hence the overall call volume will decrease and agents can be more productive by managing more complex inquiries.

• Omni-channel Desktop environment monitoring: Real-time dashboards allow supervisors to monitor agent performance and make dynamic changes when needed. Supervisors can also perform call monitoring and recording services for quality assurance purposes.

Plans Description

General Architecture

XCALLY Motion V3  is the innovative solution that integrates Asterisk™ 18.x with the Motion technologies, developed in the Xenialab research center. The Solution is based on a scalable multi-process asynchronous architecture to provide the best user experience on both the customer service agent and supervisor side.

The following diagrams illustrate the main building blocks involved in the XCALLY Motion architecture, both physical and logical.

Requirements

Server Side Requirements

XCALLY Motion can be deployed on a dedicated on-premise server or on the Cloud (SaaS), providing the highest level of flexibility.

XCALLY Motion runs on the Operating System Debian GNU/Linux 11.x "Bullseye" - 64 bit (netinst) and the server specification depend on the type of service you are offering and the number of agents in the call center. 

N.B. More RAM or HDD space is needed using complex IVR scripts (DB access and custom scripts) or if you need to store many logs and call recordings.

Scalability

For large scalable deployments and to be able to interact with the Motion DB from external application - without affecting the operation - we suggest at least 2 or 3 Linux Debian 11 servers: 

Client Side Requirements

Agents can manage any interactions coming from multiple channels using a single unified user interface.

To run the Omnichannel web interface:

• Browsers: Google Chrome, Mozilla Firefox, MS Edge

To manage voice calls, Agents can use Motion Phonebar, WebRTC bar or external SIP clients.

To use the Phonebar:

• OS: Windows from 10 on with .Net 3.5 installed

To use the WebRTC bar:

• Browsers: Opera, Google Chrome, Safari

• OS: MAC OS, MS Windows from 10 on, MS Edge, Linux OS, Chrome OS, Chromium OS

To use external SIP clients:

• OS: MAC OS, Linux OS, MS Windows from 10 on

Functions available for Administrators

General and System Settings

The Administrator can take advantage of:

• Intuitive user interface

• Login and change password with Security Suite

• Networks and SMTP settings configuration

• Customized graphical user interface

• Software updates visibility

• Setup Reports and Analytics for each Channel to analyze the Contact Center performances 

• Configure 3rd Party Applications Integration

• Licenses & Provisioning:

  • Interface to update Modules Licenses

  • Change Plans and concurrent Agents number from the specific UI request form

• Option to mask sensitive Data

• Create Canned Answers, Dispositions, Custom Dashboards, Intervals, Pauses, Scheduler, Sounds, Tags, Templates, Trunks, Variables 

• Set up Triggers to design effective event driven or automatic behaviors

• Customized real time Dashboards, with users access configuration

Staff, Setup and Management

In the staff section, administrator is able to:

• Define the Staff:  

  • Create, edit and delete Agents, Users, Telephones (simple PBX Extensions)

  • Assign permissions (i.e. channels, internal message, downloads) to Agents and Users (User Profiles)

  • Enable Agents or Users to use Active Directory Credentials to login

  • Enable Agents or Users to use Google authentication to login

  • Set the Channel Capacity (the maximum number of concurrent channel interactions per agent)

  • Set the Agent typology (Phonebar, WebRTC or External)

  • Enable Agents (External) to use the Hot Desk option, to associate an available registered Telephone

  • Enable Agents (Phonebar) to use Phonebar API Web Service with Remote Control

  • Agent Phonebar configuration (i.e. enable auto answer, voice and screen recording,  jaws integration, dtfm tones)

  • Agent WebRTC configuration (i.e. enable auto answer, recording,  dtfm tones)

• Define the Work Teams:

  • Associate Agents to Teams

  • Associate Agents to Channel Queues

  • Associate Teams to Out Prefixes

  • Associate Teams to Channel Queues

Contacts Manager

Contacts Manager is a light CRM that enables you to effectively manage interactions with your contacts. Using the contact management module, you can easily create a list, upload contacts information, retrieve contact information and track the Customer Journey.

The Contact Manager has the following benefits:

• Add contacts manually or import a file 

• Export Lists to CVS file 

• Set agent permission to contact list such that only selected agents can manage a specific list. This enables agents to effectively manage contacts based on the assigned service.

• Define list of contacts that the automatic outbound dialer uses to generate calls. A contact list can also be used as a backlist in a Queue/IVR campaign to categorize contacts that have enlisted for Do-Not-Call to prevent them from receiving calls.

• Define global and custom fields that allows you to enter addition information about a contact. This makes it more efficient to gather important information and helps you to better understand your customer. 

• Define customized dispositions (3-level disposition) the agents can use to describe the outcome of a call or other interaction. Disposition gives supervisors a valuable information to optimize agents performance. It will also save time for the agents by avoiding the wasted time entering long notes.

• Set a trigger that will automatically display the contact information. This can be for an incoming interaction. This will save time and makes agents more productive.

Channels Management

VOICE

• Configure SIP Connections (Trunks) between phone system and VOIP provider for inbound/outbound calls

• Configure Queues dedicated to voice interactions and define their routing mechanisms

• Define the Routing Strategies and the Contexts to manage internal, inbound and outbound calls 

• Define Triggers for Voice interactions automatic handling

• Set Time Intervals 

• Setup a Voicemail for the callers who want to leave a voice message

• Define Music on Hold classes

• Access to Voice Recordings List, with download option

• Access to Screen Recordings List, with download option

• Enable Supervisors to Chanspy, namely to listen to agents calls, as well as to whisper or barge into a conversation

• Set Out Prefixes to associate an outbound route

• Access Realtime Environment to monitor the activity status of agents, telephones, trunks, queues and outbound calls

CHAT / EMAIL / SMS/ OPENCHANNEL / FAX / WHATSAPP CONNECTOR:

• Configure Queues dedicated to interactions and define their routing mechanisms

• Customize the notification of a new interaction 

• Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue

• Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent

• Monitor activities and operators in Realtime

• Define dispositions 

• Set a list of canned answers (except by fax). For chat canned answers are available only when the interaction comes from a specific Website

• Spy a live chat or the contents of an interaction thread and possibility to insert an internal note 

• Define the applications that will be executed when there is an incoming message

• Channel Interactions List with search filter and download options (pdf transcript with or without attachments or export in eml with or without attachments for email)

Moreover, for CHAT:

• Define the website snippet appearance

• Set Proactive Action, Timeout or Mouse over, that define when the snippet should be shown on your site page

• Build the interaction form for online and offline chat management

• Setup the chat-to-videochat escalation function (with VIDAOO)

• Manage Offline Chat messages via email interaction

For EMAIL:

• Define an outgoing email messages Template

• Pre-configured Email Providers (Gmail, Hotmail, Yahoo, Outlook365)

For SMS:

• Configure Queues dedicated to SMS interactions and define their routing mechanisms

• Customize the notification of a new interaction 

• Pre-configured SMS Providers (Twilio, Shebby, Connectel, ClickSend, Plivo, Infobip, Clickatell, Bandwidth, CSCTelecom, Intelepeer)

For OPENCHANNEL:

• Choose the Channel Integration (Facebook, Line, Skype for business, Teams, Telegram, Instagram, Twitter, Viber e WeChat)

Motion Bull - Outbound Dialer

Motion Bull is an automated outbound dialer that helps you to increase productivity and maximize the Agents talk time thanks to the Preview, Power, Progressive or Predictive dialing. The dialer generates calls from the lists you have imported in Motion. You set a Queue campaign if you would like to put your customers in touch with an operator, or a IVR campaign if you would like to do a survey or just playback a message, given that it does not depend on any queue status or availability of agent in a queue.

Queue Campaign

• Create and update Queue campaigns with the automated outbound dialer Motion Bull

• Set the campaign strategy with the outbound dialing methods: progressive, predictive, power dialing, preview, booked progressive

• Create a trunk and a backup trunk 

• Configure queues and add agents/teams 

• Set the time interval for the campaign to perform outbound calls

• Upload contact lists and check duplicates option 

• Upload blacklists to skip contacts during the automatic dialing

• Cut called id digits to prevent the customer from seeing them

• Set IVR projects (Cally Square) before and after the call is placed in a queue

• Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for congestion, busy, no answer, no such numberm, drop, abandoned, machine, agent reject issues

• Specify the file format when recording 

• Define dispositions

• Recall-me features

• Timezone check

• Set Answering Machine Detection parameters

• Clone campaign

• Monitor the campaign results (Hopper, History, Final)

• Monitor the campaign in Realtime

IVR Campaign

• Create and update IVR campaigns with the automated outbound dialer Motion Bull

• Create a trunk and a backup trunk 

• Set the time interval for the campaign to perform outbound calls

• Upload contact lists and check duplicates option 

• Upload blacklists to skip contacts during the automatic dialing

• Cut called id digits to prevent the customer from seeing them

• Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for congestion, busy, no answer, no such number, drop, abandoned, machine, agent reject issues

• Timezone check

• Set Answering Machine Detection parameters

• Clone campaign

• Monitor the campaign results (Hopper, History, Final)

• Monitor the campaign in Realtime

Analytics and Reporting

XCALLY Motion provides ready-to-use reports that allows you to analyze your call center performance. You can also use the custom report builder to build your own Reports tailored to your business goals.

IVR Design with Cally Square

Cally Square is a Drag and Drop Graphical IVR Designer which provides useful ready-to-use applications that can be executed during a call flow. It is used to interacts with callers, gather required information and routes calls to the appropriate agent. It is very simple and increase efficiency within the call center.

Cally Square can be used for several kind of applications, like: Auto attendant, Call Back, Surveys, Notification on the status of orders, Payment processing and more.

The following are the main benefits of designing an IVR Scripts:

• offer a self-service to allow your customers to solve their issues on their own without speaking with an agent.

• allow you to record customized greetings and messages so that when your customers call your company, 

• Prioritize calls based on caller's value. When a customer calls, type of the caller can be extracted from a database and IVR can route VIP customers to the agent who is most qualified to meet their needs. 

• connect to a remote DB (ODBC) to extract information

• define the Variables and Intervals

• use ASR to gather input and responses through spoken words 

• perform call recording

In a typical scenario of a company that uses an IVR, the callers are first greeted and asked to choose from a series of prompts (e.g. “Press 1 for Sales”). Based on the button they pressed, the callers are routed to the most appropriate queue. If all agents are busy, the caller will wait in a queue or managed differently.

JScripty

JScripty allows you to design, preview and publish a script flow that the Agents can use for their customer service operations inside the Omni Desktop Interface. Every time there is an outgoing/incoming call the script is automatically opened for the agent managing the call, if trigger conditions are met. 

Customer Satisfaction Survey or Marketing Survey is an example of application of Jscripty.

Third Party Apps Integration

XCALLY Motion provides integrations with 3rd party applications. The key benefit is to provide your customer care agents a Unified Agent Desktop Experience.

By integrating with third party apps with Motion, contact information can be shared among the platforms and your agents can better manage customers and offer quality service.

Integration is obtained in several ways:

• triggered and ready-to-use integration;

• integration via external apps, which the customer can choose and install;

• integration as new Channel;

• integration as a new extension of XCALLY modules;

• integration hints for developers;

• procedure or configuration steps.
  

App Zone

The App Zone section allows you to extend your XCALLY by installing new apps. You can develop your own Plugin or download from XCALLY App Zone and upload it in your server configuration Plugins. 

The plugin can be an HTML or Script applications.

• HTML application is used to open a web page or a custom html file using a link internal to XCALLY Motion module.

• Script application will be installed and run as a local application

Functions used by Users (Supervisors)

The Users are the Contact Center Supervisors, whose role is profiled by the System Administrator. 

The permissions of a User can be assigned in order to guarantee from a wide set to a reduced set of operations.  For example, they can be profiled in order to have limited access to:

• the activities performed by the Agents, focusing on a specific group of them

• the modules used and available in XCALLY environment

• the channel activities (interactions, views and reports)

• and any other resource available on the system

They can also have or not restricted editing functions (ReadOnly, Read&Edit, Read&Edit&Delete) and be prevented to display some menu entries, according to the permissions set by the Administrator.

In the full extent, the Users can have operational permissions similar to those of the Administrator, except for strict System operations (e.g.: installation, setup, licenses, maintenance, general environment configuration) and so on, which are activities for the administrators only. Also Users Creation and Users Permissions management are functions offered to the Administrators but not to the Users.

Typical User activities in a Contact Center context are presented:

Workflow Setup

• Define and manage Contact Center Staff (only Telephones and Agents)

• Design call center surveys using Jscripty

• Design IVR flows using Cally Square

• Use/Modify the plugins installed by the Admin in the App Zone

Tools Setup

• Define specific Canned Answers, Dispositions, Intervals, Pauses, Schedulers, Tags, Triggers, Sounds and other feautures

• Customize the Dashboards and Reports

Monitor Activity 

• Monitor Activities and Agents in Realtime

• Run the Reports to monitor organization performance

• Monitor Activities on the Custom Dashboards

The Users can perform many other activities and tasks : the Administrator can design specific User Profiles for each (group) of them in order to provide a proper applications and resources availability!

Functions used by Agents

The Agent is the contact center operator who handles incoming or/and outgoing customer interactions for an organization. 

The XCALLY Agent Desktop enables Agents to manage all the interactions coming from every Channel (i.e. Voice calls, Web Chat, Email, Social Networks and more) using the same Unified User Interface.

From the intuitive Omni Desktop Interface, Agents have many advantages:

• The Agent's Profile is not linked to the seat: all your teamwork can share work positions

• Login and change password with Security Suite

• Set different Agent Status 

• Access to the Agents' and Queues' availability Dashboard

• Use Internal Messenger System for texting and calling

• Use the plugins installed by the Admin in the App Zone

• Exploit the Customer Journey information

• Access to the Contact Lists:

  • Create/Merge/Copy Contacts

  • Click- to-dial option from contacts

  • Use "My contacts" section (contacts directly managed by the single agent)

Channels Management 

VOICE:

• Agents can manage phone calls using external SIP Phones. Simple Agent's login: you don't need to configure complex SIP settings (as usually done with SIP Clients)

• Moreover, Agents can manage Phone Calls using the dedicated on-top Phonebar for Windows or the WebRTC embedded OmniDesktop functions:

Phonebar The Motion Phonebar is an auto-adapting and always-on-top application  Enable/Disable software update Auto-adaptive and always on top Calls Management: Pause/Unpause Set speakerphone and Mute Auto-answer Unconditional transfer Redial, Hold, Do not Disturb Incoming Call display Call history Call conference Call transfer (blind, attended, warm) Call recording (automatic or manual) Click to call Call-to-service association API for call control and CTI Customizable Pop-ups Screen recording Blind Agents management (Jaws support) Out prefix to associate an outbound route

WebRTC Technology The WebRTC Bar is a native application embedded in the Omni Desktop Interface No installation or upgrade is required Auto-adaptive and with bandwidth limitation Multi-client compliant (not only windows users) Calls Management: Pause/Unpause Set speakerphone and Mute Auto-answer Unconditional transfer Redial, Hold, Do not Disturb Incoming Call display Call history Call conference Call transfer (blind, attended, warm) Call recording (automatic or manual) Click to call Call-to-service association API for call control and CTI Customizable Pop-ups Out prefix to associate an outbound route

To manage the Voice Channel, Agents have many opportunities:

• Hot Desk option, to associate an available registered Telephone

• Contact, Interaction and Customer Journey information embodied in the voice session 

• Close and set dispositions (3-level disposition option) when closing calls

  • Black list, Recall me and Reschedule disposition option for Dialer Outbound Queue Campaigns 

• Run Jscripty Session (with activated trigger)

• Voice calls List managed by the agent 

• Abandoned Calls List in Inbound activities and in Dialer Campaings

• Call Recordings List, with download option

• Scheduled Calls Section (calls rescheduled by the agent during a Dialer Campaign)

• Voice calls List managed by the agent 

• Abandoned Calls List in Inbound activities and in Dialer Campaigns

• Call Recordings List, with download option

• Scheduled Calls Section (calls rescheduled by the agent during a Dialer Campaign)

CHAT / EMAIL / SMS/ OPENCHANNEL / FAX / WHATSAPP:

To manage the Channels, Agents have many opportunities:

• Accept manually & automatically and manage conversations/messages/sessions

• Download interactions

• Tag and Trasfer conversations

• Close and dispose interactions (3-level disposition option)

• Contact, Interaction and Customer Journey information embodied in the session 

• Advanced Filtering System for Interactions

• Channel Interactions List with search filter and download options:
  - pdf transcript for sms/fax/whatsapp
  - pdf transcript with or without attachments for chat/openchannel
  - export in eml with or without attachments for email

• Insert internal note (except by fax)

• Use emoticons by chat, sms, openchannel, whatsapp and attach files during conversations by chat, email, openchannel and fax

• Select Canned answers by chat, email, sms and openchannel

• Start a VIDAOO Video Call session by chat

Software Security

EU GDPR Compliance 

Since its first projects, Xenialab approach focused towards a strong commitment to privacy, transparency and safety in order to protect our Clients personal data. 

To confirm the trust of our Clients and our Partners, our analyses and procedures are built to guarantee the conformity of XCALLY Motion with the UE General Data Protection Regulation (GDPR): the overall architecture, as well as of the single components of the solution, always follows the prerequisite of protecting the data.

For this purpose, we put into action several activities to guarantee the maximum safety of the product: 

• Specific tests of intrusion detection at several levels of complexity are periodically executed

• Adopting the last version of the software and of the safety patches of all the base components, configuring the system firewalls and checking the Asterisk system protections are considered fundamental to manage and develop the solution

• We use safe protocols as SSL/TLS for external functions of reading and feeding 

• The WebRTC technology used for XCALLY Motion supports safe protocols as WSS and HTTPS

• Information containing personal data (such as sent and received messages, account information, contacts, calls recordings) are saved in the database using Transparent Data Encryption (TDE)

• Relating to Phonebar, we are working on replacing the use of SIP and RTP protocols with the safer SIPS and SRTP TLS.

 In order to enhance the agent password security and privacy according to the GDPR rules, we provide specific features (under General Settings section) and we strongly recommend to enable them:

• The Security Suite enables a set of rules for Administrators, Agents, Telephones and Users accounts concerning the password format, reset and expiration after 90 days

• XCally Motion Phonebar allows Agents passwords reset and management, according to the Security Suite

• The Voice Recording Encryption protects your recorded calls from unauthorized use or file system breach. The encryption is highly recommended if the stored call recordings contains sensitive or personal data. The encryption is turned off only if the files containing the voice recordings are accessed from the Motion user interface. 

Cookies Policy

To make XCALLY Motion work properly, we sometimes place small data files called cookies on your device.

A cookie is a small text file that a website stores on your computer or mobile device when you visit the site.

Cookies are built to be a reliable mechanism for websites to remember stateful information (such as language or type size) or to record the user’s browsing activity (including clicking particular buttons, logging in, or recording which pages were visited in the past). 

The purpose is to enable the site to remember your preferences (such as user name, language, etc.) for a certain period of time. That way, you don’t have to re-enter them when browsing around the site during the same visit.

XCALLY Motion stores cookies for:

• Authentication: the cookie keeps the session active until the log out is performed

• Preferences and Filters: the cookies remember filters and other settings you applied before

XCALLY Motion Chat module uses HTML5 local storage to save:

• layout format data

• online customer's data

• data about the actual interaction

You can control and/or delete cookies as you wish.

You can delete all cookies that are already on your computer and you can set your browser to prevent them from being used.