Brief Overview
- Product Knowledge
- XCALLY Knowledge (Unlicensed)
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 |
|---|---|---|---|---|
Agent softphone (phonebar/webrtc) | ✔ | ✔ |
| ✔ |
Omnidesktop interface | ✔ | ✔ | ✔ | ✔ |
Voice Channel | ✔ | ✔ |
| ✔ |
SMS |
|
| ✔ | ✔ |
|
| ✔ | ✔ | |
|
| ✔ | ✔ | |
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.
The following diagrams illustrate the main building blocks involved in the XCALLY Motion architecture, both physical and logical.
Requirements
Server Side Requirements
Client Side Requirements
Agents can manage any interactions coming from multiple channels using a single unified user interface.
To run the Omnichannel web interface:
Browser: Google Chrome
To manage voice calls, Agents can use Motion Phonebar, WebRTC bar or external SIP clients.
Phonebar
| WebRTC bar:
| External SIP clients:
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Functions available for Administrators
General & Settings |
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Dashboards |
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Staff Setup & Management
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Contact Management
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Analytics and Reporting | XCALLY Motion provides ready-to-use reports that allows you to analyze your call center performance. |
Channels Management
Voice |
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Textual channels: |
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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 |
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:
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
Queue Campaigns |
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IVR Campaigns |
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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.
Application Name | Integration with | Integration Type |
|---|---|---|
Amazon |
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Asterisk |
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Bandwidth |
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Clickatell |
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Clicksend |
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Connectel |
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CSCTelecom |
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Dynamics 365 |
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Freshdesk |
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Freshworks (formerly Freshsales) |
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Infobip |
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IntelePeer |
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ISpeech |
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Line |
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Lumenvox |
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Plivo |
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Salesforce |
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ServiceNow |
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Sestek |
|
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Skebby |
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Skype for Business |
|
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SugarCRM |
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Teams |
|
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Telegram |
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Telnyx |
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Tilde |
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