XCALLY V3 Overview

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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

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• 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

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.

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.

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: 

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:

System Features

Admin Experience

Channels Management

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:

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

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

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:

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