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Overview
A contact center agent is a professional responsible for handling incoming and/or outgoing customer interactions on behalf of an organization. These interactions may take place across various channels such as phone, chat, email, social media, and more.
Contact center agents serve as the first line of communication between a company and its customers, playing a critical role in delivering effective service and enhancing the overall customer experience.
Contact center agents perform a wide range of tasks, including:
managing inbound and/or outbound calls;
following communication scripts when interacting with customers;
engaging with customers to provide assistance and information;
identifying customer needs and resolving issues;
promoting or up-selling products and services;
building and maintaining customer relationships;
docmenting and organizing call records;
meeting performance targets and service goals.
Agents are often the only human point of contact a customer has with a business. As a result, they can significantly impact customer satisfaction and loyalty. |
To ensure agents can deliver high-quality service, businesses must equip them with the right tools and support systems.
With XCALLY, agents can manage all customer interactions—across multiple communication channels—within a single, unified Omnichannel Desktop Interface . This streamlines workflows, improves response times, and helps agents deliver consistent, efficient support.
Agent’s Typology
Agents can handle calls in different ways, depending on their assigned typology:
XCALLY Phonebar Agent
The XCALLY Phonebar is an always-on-top desktop application used by customer care agents to manage incoming and outgoing voice calls efficiently.
WebRTC Agent
The XCALLY Motion WebRTC Bar (Web Real-Time Communication) is a native application embedded directly within the Omni Desktop Interface (see below).
External SIP Phone Agent
When an agent is configured with the External Typology, telephone calls are handled using an external device or softphone, while all other activities—such as interaction handling, contact management, and status updates—are managed through the Omni Desktop Interface (see below).
XCALLY Mobile App Agent
The Mobile agent typology is designed for agents who use the XCALLY Mobile App. This typology is available only if the Mobile feature is enabled in the XCALLY license and is supported starting from version 3.33.0.
All agent typologies manage interactions within a single, unified, and integrated environment, ensuring a consistent and seamless user experience across channels.
Omni Desktop Interface
Advantages of Unified User Interface
The XCALLY Agent Desktop provides customer care agents with a single, unified interface to manage interactions across all communication channels, including voice calls, web chat, email, social media and more.
This CTI and Unified Agent Desktop environment delivers a streamlined, efficient experience with the following key advantages:
Simplified Agent Login: no need for complex SIP client configurations—agents can log in quickly without manual setup.
Seat-Independent Agent Profiles: agent profiles are not tied to specific workstations, enabling flexible use of shared desks.
Skill-Based Routing and Team Management: administrators can assign agents to queues based on skill level, improving efficiency and customer satisfaction.
Dynamic Status Management: agents can easily update their status and switch between queues as defined by administrative settings.
Contextual Customer Pop-Ups: on-screen notifications provide real-time, value-added customer information during interactions.
Embedded WebRTC Support: agents can handle voice calls directly within the interface, without needing external softphone tools.
Always-on-Top, Auto-Adaptive Phonebar: the Phonebar remains accessible while working in other applications—no need to minimize or move it manually.
Automatic Update Alerts for Phonebar: new versions are easy to install with just a few clicks—no manual configuration required.
CRM Integration: the Phonebar/webRTC integrates seamlessly with third-party platforms such as Zendesk, Salesforce, SugarCRM, and more.