XCALLY V3 Overview

 

What’s about

XCALLY Motion V3 is the innovative Omnichannel Software which allows companies to manage the relationship with customers in a simple and effective way through all channels.

In fact it has quickly become one of the best contact center management platforms that enables customer engagement via Inbound/Outbound Voice, Chat, Email, SMS, WhatsApp, Open Channel and Custom Channels (e.g. 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 and it is one of the leading solutions in the following sectors:  

  • Omnichannel Contact Center Platform, designed to support organizations that need to interact with their customers through multiple channels including the ability to analyze the Customer Journey, Contact Cards and Analytics.

  • Contact Center Automations with AI, satisfying needs as:

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

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

Key Benefits

  • 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.
    For each interaction with the customer, it is possible for the agent to have 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 thanks to multiple channels managed through a Single, Unified and Integrated Environment. Customer issues can be solved easily and quickly by being available at the most common points of contact and agents can offer immediate support via live chat, email, voice and social media.

  • Increase customer satisfaction and loyalty thanks to customer history knowledge and personalized contact service approach. Allowing customers to communicate through multiple channels is the first step towards customer satisfaction: the omnichannel solution allows a customer to interact perfectly with the 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.

  • Optimized human resources management thanks to realtime omnichannel monitoring environment: 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

Plans 2025 are applicable from February 1 2025

 

 

VOICE

VOICE ADVANCE

DIGITAL

VOICE+DIGITAL

 

VOICE

VOICE ADVANCE

DIGITAL

VOICE+DIGITAL

Agent softphone (phonebar/webrtc)

 

Omnidesktop interface

Voice Channel

 

SMS

 

 

Email

 

 

WhatsApp

 

 

Web Chat

 

 

Fax

 

 

Open Cannel

 

 

IVR Channels

 

Channel Sessions

 

 

Contact Manager

Outbound Dialer

 

 

Jscripty

 

 

Screen Recording

 

 

Agent Profile Package

Cally Square

 

Flow Routing

Internal Messenger

Analytics & Report

CRM systems Integration

Ticketing systems Integration

APP Zone

API Integration

General Architecture

XCALLY Motion V3 is the innovative solution that integrates Asterisk™ 18.x with the Motion technologies. 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.

Moreover, it can be easily installed on a cloud instance or on-premises, as needed, providing the highest level of flexibility.

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, virtual machine or on the cloud.

XCALLY Motion runs on Debian and Debian 12 is the most recommended choice (For new installations download Debian 12 at this link).
The server specification depend on the type of service you are offering and the number of agents involved in the call center. 

Operating System Debian GNU/Linux 12 "Bookworm" - 64 bit (netinst)

Important: The following requirements are general guidelines for getting started with XCALLY based on concurrent agents.

Recommended minimum server sizes

Voice

Voice Advance

Digital

Voice + Digital

Recommended minimum server sizes

Voice

Voice Advance

Digital

Voice + Digital

Up to 30 agents
(concurrent)
RAM: 2 GB
CPU: 2
HDD: 32 GB
RAM: 4 GB
CPU: 4
HDD: 32 GB


RAM: 4 GB
CPU: 4
HDD: 32 GB
RAM: 4 GB
CPU: 4
HDD: 32 GB
Up to 100 agents (concurrent)
Scalability architecture is recommended
RAM: 4 GB
CPU: 4
HDD: 60 GB
RAM: 6 GB
CPU: 6
HDD: 60 GB
RAM: 6 GB
CPU: 6
HDD: 60 GB
RAM: 6 GB
CPU: 6
HDD: 60 GB
100 + agents (concurrent)
Scalability architecture is recommended
RAM: 4 GB
CPU: 4
HDD: 100 GB
RAM: 6 GB
CPU: 6
HDD: 100 GB
RAM: 6 GB
CPU: 6
HDD: 100 GB
RAM: 8 GB
CPU: 8
HDD: 100 GB

Keep in mind:

  • Configure your system SWAP AREA properly (at least the double of the RAM).

  • For security reasons, consider to install a proper firewall in front of your XCALLY server, especially if it is deployed on the Cloud.

  • During your XCALLY operations some other parameters must also be considered (such as the number of queues per agent, IVR complexity, the use of external APIs): the growth of any of these parameters could lead to redefine server requirements.

    • If you are planning to use complex IVR scripts (DB access and custom scripts) consider to double the RAM.

    • If you need to store a lot of logs and call recordings, please evaluate a large HDD space. Calls recorded in wav format need about 1MB per minute, in GSM format about 300k per minute.

  • The system backup is not included within the standard architecture/infrastructure.

Please note that any change of any kind applied on your XCALLY server (i.e. CPU, memory, HDD, network) can invalidate your XCALLY assigned license: for this reason any move and change of your XCALLY server must be carefully planned and notified to the XCALLY team.

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 servers: 

Debian 12 is the most recommended choice for new installations

 

Recommended architecture if you need to scale over 50 agents:

Recommended architecture if you need to scale over 200 agents:

Recommended architecture if you need to scale over 50 agents:

Recommended architecture if you need to scale over 200 agents:

 

Please contact our XCALLY Team for help and more details about this scalable deployment solution.


Client side requirements

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

To run the Omnichannel web interface, you can use as browser Google Chrome.

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

Phonebar

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

WebRTC bar:

  • Browsers: Opera, Google Chrome

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

External SIP clients:

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

System Features

General

  • GDPR Compliance

  • Secure Cookie 

  • Telco-independent

Installation

  • Installable both on the Cloud (SAAS) and on Premises

  • Compatible with Debian 11.x - 12.x

  • Compatible with Cloud Provider (i.e. AWS, Azure)

  • Docker container

Architecture

  • High Availability

  • Disaster Recovery 


Admin Experience

General & Settings

  • Intuitive user interface, graphically customizable

  • Security Suite for login and option to mask sensitive Data

  • Networks and SMTP settings configuration

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

  • Configure 3rd Party Applications Integration

  • Install and edit plugins (HTML or Script Applications) on the App Zone

  • Software updates visibility and Licenses & Provisioning: Interface to update Modules Licenses,
    Change Plans and concurrent Agents number from the specific UI request form

  • Create useful Tools, like Canned Answers, Dispositions, Intervals, Pauses and so on 

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

Dashboards

  • Customized real time Dashboards, with users access configuration

  • Widgets (Custom path, Chart)

Staff Setup & Management

 

  • Create and edit Users and Telephones (simple PBX Extensions)

  • Create and edit Agents, by setting Agent typology (Phonebar, WebRTC, External or Mobile) and associating them to Channel Queues

  • Create and edit Team, by associating them to Channel Queues or Out Prefixes

  • Assign permissions to Users, by defining User Profiles

  • Create and edit Agent Profiles and Queue Timings

  • Enable Agents or Users to use Active Directory SSO or Google SSO to login

Contact Management

 

  • Add contacts manually or import a file 

  • Define contact lists or set black lists 

  • Customer Journey management

  • Define global and custom fields per contact list

  • Define customized dispositions (3-level disposition)

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.

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 routes and contexts to manage internal, inbound and outbound calls 

  • Define Triggers for Voice interactions automatic handling

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

  • Define Music on Hold classes

  • Access to Voice Recordings List, with the option to enable quality analysis to obtain transcription, sentiment and post-call analysis

  • 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

  • With XCALLY Mobile App Agents can manage Voice channels for inbound/outbound calls and Motion Bull campaigns directly from the smartphone

Textual channels:
Chat, Email, SMS,
Open Channel, Fax,
WhatsApp Connector

  • Configure Queues dedicated to interactions and define their routing mechanisms (the applications that will be executed when there is an incoming message)

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

  • Monitor activities and agents status in Realtime

  • Define dispositions and canned answers

  • Spy an interaction thread and possibility to insert an internal note 

  • Channel Interactions List with search filter and download options

  • Moreover for Chat channel:

    • Define the website snippet appearance and build the interaction form for online and offline chat management

    • Setup the video option for chat (with VIDAOO)

  • For Email Channel:

    • Define an outgoing email messages Template

    • Pre-configured Email Providers (e.g. Gmail, Hotmail, Outlook365…)

  • For SMS: pre-configured SMS Providers

  • For Open Channel: choose the Channel Integrations (Facebook, Telegram, Instagram…)

  • For WhatsApp Connector:

    • Define the provider among Meta, SinchV2, Twilio and Kaleyra

    • Possibility to create outbound campaigns with approved templates

JScripty

  • Setup and release Surveys models using the intuitive application 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. 

Cally Square

  • Create and update Graphical Drag&Drop IVR projects to manage the call flows

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

  • Ready-to-use applications that can be executed during a call flow

  • Use ASR, TTS and BOTS functionalities to improve your IVR projects

  • Used for several kind of applications, like: Auto attendant, Call Back, Surveys, Notification on the status of orders, Payment processing and more.

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.

Motion Bull

Motion Bull is an automated outbound dialer that helps you to increase productivity and maximise the Agents talk time thanks to the chosen dialing method. The dialer generates calls from the lists you have imported in Motion. You can create two types of dialer campaigns:

  • Queue campaign if you would like to put your customers in touch with an operator

  • IVR campaign if you would like to do a survey or just playback a message

Queue Campaigns

  • Create and update Queue campaigns, by setting the outbound dialing methods: progressive, predictive, power dialing, preview or booked progressive

  • Configure queues, add agents/teams and upload contact lists/blacklists

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

  • Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for single status

  • Recall-me features

  • Monitor the campaign results (Hopper, History, Final) and in Realtime

IVR Campaigns

  • Create and update IVR campaigns

  • Upload contact lists/blacklists

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

  • Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for single status

  • Monitor the campaign results (Hopper, History, Final) and in Realtime


User Experience

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 Admin.

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!


Agent Experience

General

  • Omnichannel Agent Web Desktop, with intuitive user interface

  • Status setup 

  • Agents' and Queues' availability Dashboard

  • Internal Messenger System for texting