General Introduction

XCALLY Motion is one of the first real Omni Channel Solution, allowing to manage several types of information in a Unified and Integrated Environment, where businesses control all channels seamlessly.

XCALLY Motion extends the intelligent queuing strategy mechanism, typical of the voice calls distribution systems, to all Channels (Email, Chat, SMS, Fax, WhatsApp Connector, WEBRTC VideoCall and so on), including Open channels.

It provides the following features:

• Customer History knowledge and personalized contact service approach
• Access to Service using the most common touch and interaction points
• Support to multiple channels consistently across the whole Customer Journey
• Self-service and Live-Agent interaction blending
• Proactive Service attitude
• Return of investments (ROI) from the Business Process Reorganization
• Integrate legacy systems without losing efficiency
• Increase customers’ satisfaction and loyalty
• Decrease customers’ frustration and abandoned interactions
• Optimize human resources management
• Reduce inbound call volumes and unnecessary call time
• Customers’ cross-channel knowledge base
• Omni-channel Desktop environment monitoring
• Increased variety of mediums to the customers communication abilities (such as email, SMS, video chat, social and more)
• Switching capabilities from one channel to another
• Added Vidaoo Video WEBRTC (optional package) capability to the base product as a new Channel for video-call sessions, where the Agents can interact in audio&video sessions with the Customers and share with them the screen content and the calls can be recorded and stored.
  
  
  
  

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.

The following screenshot shows an example of a Customer Journey seen by an agent on XCALLY Motion's Omni-Channel interface:

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.

XCALLY Motion V.2 - What you get

• Agent Phonebar, WebRTC bar and OmniChannel Desktop
• Automatic Dialer "Bull": outbound calls generator that gets the contacts from a list and connects contacts to agents or forwards the call to an IVR specific for the campaign
• Graphical Drag&Drop IVR Designer
• Real Time Multi-Channel Monitor for Supervisors
• Cross-Channel Customer Journey History
• Agents Real Time Dashboards 
• Channel Dashboards, to allow complete and immediate snapshot view of any single Communication Channel, showing all the changes happening in realtime
• Jscripty for call center surveys
• Contacts and Lists Management
• Reports and Analytics, which are powerful tools for the System Administrator for checking performances and goals achieving that can be easily customizable and are ready to use
• Triggers to design effective event driven or automatic behaviors. Triggers are operating rules (Actions) which are immediately activated when some interactions take place (Conditions)
• Integrations of third party applications (i.e. Zendesk, Salesforce, Freshdesk, Sugar, VTiger and more)
• API set to interact with XCALLY Motion
• Video WEBRTC Channel by Vidaoo (optional module)
• WhatsApp Channel (the Connector is an optional module)
• Call Recording and (optional) Transcribe and Sentiment analysis 
• Social Media Open Channel integration

General Requirements

XCALLY Motion can be deployed on a dedicated on-premise server, virtual machine or on the cloud. XCALLY Motion runs on a CentOS machine and the server specification depend on the type of service you are offering and the number of agents in the call center. 

Server side requirements

Operating System

Debian GNU/Linux 10 "Buster" - 64 bit (netinst)

Recommended minimum server sizes:

	Voice Plus	Voice + Dialer Dialer Gold	Omnichannel Omni Gold	Full Ultimate
Up to 30 agents**	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**	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**	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

** concurrent agents

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.

Client side requirements

Agents can manage any interactions coming from multiple channels using the same unified user interface.

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

To use the Phonebar:

• OS: Windows 7, 8, 10 with .Net 3.5 installed

To use external SIP clients:

• OS: MAC OS (Yosemite/El Capitan/Sierra/High Sierra), Linux OS, MS Windows 7, 8,10 (refer to OS requirements of the SIP clients)

To use the WebRTC Bar:

• Browsers: Opera, Google Chrome, Safari
• OS: MAC OS (Yosemite/El Capitan/Sierra/High Sierra), MS Windows 7, 8, 10, Linux OS, Chrome OS, Chromium OS

To run the Omnichannel web interface:

• Browsers: Google Chrome, Mozilla Firefox, MS Edge

Omni Desktop Interface enables your customer care Agents to manage several types of interaction; Web Chat, Open Channels messages, E-mails, SMS, WhatsApp messages and Fax. 

The Agents can access to their Contact Management (advanced address book) and Real time dashboards, in order to get the best Customer eXperience (CX). 

Functions available for Administrators

The following is a summary of the basic functions that can be performed by an Administrators in XCALLY Motion V.2.

Software Installation and Upgrades

• Follow the procedure for the Server Installation and the Client Phonebar fast setup
• Software Update for: 
  • Phonebar, with a "new version" notification at Agent login
  • Server, with availability notification and access to the documentation site for a full description

System Settings and Tools

• Change the passwords
• Licenses & Provisioning:
  • Interface to update Modules Licenses
  • Change Plans and concurrent Agents number from the specific UI request form
• Configure Networks and SMTP settings
• Define general settings, as: Time Intervals, Pauses, Sounds, Tags, Templates
• Define Standard Variables use or customize and issue new ones
• Design Custom Dashboards and enable Users to run them

Staff Setup and Management

In the staff section, administrator is able to create: 

• Define the Staff:
  • Agents (Contact Center Employees)
  • Users (Supervisors and Controllers)
  • Telephones (PBX Extensions)
  • Assign permissions and credentials for Users and Agents 
  • Manage Agents profile changes

• Define Work Teams:
  • Associate Agents to Teams
  • Associate Agents to Channel Queues

• Monitor Activities on the Realtime interface for all available Channels and for all Agents/Telephones
  • Change Agents Status (pause/restart, logout, add/remove to channel queues, and so on)
  • View status and modify configuration of Trunks and Queues and view Queue and Outbound calls
    
    
• Monitor Specific Activities on Custom Dashboards 
  
  
  

Contacts and Lists Setup and Management

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 activities related a contact.

The contact manager has the following benefits:

• allows you to 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.
• you can 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.
• you can define 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. 
• You can set a trigger that will automatically display the contact information. This can be for an incoming interaction through one of the channels: Voice, Mail, Chat or SMS. This will save time and makes agents more productive.
• You can define custom dispositions the agents can use to describe the outcome of a call, email, chat and so on. 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.

Multi-Channels Setup and Management

Voice

The XCALLY MOTION Voice channel allows you to define all the mechanisms by which the inbound, outbound or internal voice calls can be managed. When a voice interaction is received in your Customer Care, you can define the functions to be executed. You can play a Playback sound file, route calls to an IVR, route call to a queue of Agents and so many more. If the call is routed to a Queue, any Agent available is notified according a a routing logic configured to the Queue they belong to.

The following is a list of functions that can be performed by the Administrator in the Voice channel:

• Configure SIP Connections (Trunks) between your phone system and a VOIP provider for inbound/outbound calls
• Configure Queues dedicated to voice interactions and define their routing mechanisms.
• Configure Routes and define how to manage (internal, inbound and outbound) calls setting specific Action Plans (for internal, inbound and outbound routes) and context-based automatic behavior
• Define Triggers for Voice interactions automatic handling
• Set the Time Intervals and limit the range of time an action should be executed
• Check and Listen Voice Recording files
• Setup a Voicemail for the callers who want to leave a voice message
• Define Music on Hold classes
• Enable Supervisors to Chanspy, namely to listen to agents calls, as well as to whisper or barge into a conversation
• Access Realtime Environment to monitor the activity status of agents, telephones, trunks, queues and outbound calls

Voice Campaigns Autodial (Bull)

Motion Bull is an automated outbound dialer that generates calls from a list and connects contacts to agents or forwards the call to an IVR based on the campaign. This improves call handing efficiency by avoiding agents from dialing numbers manually.

The Dialer can be used for several kind of applications, like:

• Call Back applications
• Booking reminders
• Automatic Surveys
• Notification on the status of orders
• Tele-selling and Telemarketing
• Tele-alarms
• more...

There are two type of Campaigns:

1. Queue Campaign is used when it's necessary for the contacts to interaction with an agent. In this type of campaign, calls are generated only if there is at least one available agent.
   

   There are several outbound dialing methods:

   • progressive dialing where calls are generated only when agents become available and the number of calls is equal to the number of available agents

   • predictive dialing, where the number of generated calls is based on prediction of how many agents will be available at the time when calls pass the dialer and on the estimated success rate of reaching the called party)

   • power dialing, which differs from a progressive or predictive dialer for it utilizes a manually-configured calls-to-agent ratio

   • preview dialing, where the dialer selects a customer record from a call list and proposes this call to an agent, who can accept it and start the call or refuse it.

2. IVR Campaign is usually used for surveys and does not depend on any queue status or availability of agent in a queue.

In a Motion bull campaign, the Administrator can:

• define a time interval during which the dialer is allowed to perform outbound calls. 
• use Recall-me feature that enables an agent to set a recall request after managing a contact so that the system recall the customer and to pass the call to the specific agent.
• use a blacklist to skip contacts in the blacklist during the automatic dialing.
• real-time environment to monitor agents and queue campaigns in real-time.

E-Mail

XCALLY Motion offers a web client email specific for Customer Care needs. The XCALLY MOTION Email Channel allows you to define an Email Account so that several Agents belonging to specific Email Queues, can share a single mailbox  similar to a voice queue.

You can configure IMAP accounts, already existing on your provider: as soon as a new email message arrives, the IMAP server notifies XCALLY Motion which manages it providing a standard interface for all types of mailing systems. This allows Agent to manage the mail interaction transparently as well as any other request (SMS, chat, and so on).

For an Email account, the Administrator can:

• define a Template with a default body and text style that will be used for all outgoing email messages from this account. This will create a uniform message layout.

• set Queue Transfer feature to enable Agents to transfer email messages received in the account to another Queue.
• set Agent Transfer feature to enable Agents to transfer email messages received in the account to another Agent.
• customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.
• set a list of canned answers that will be available only for the interaction  from that Account. This will reduce agents response time.
• define the applications that will be executed when there is an incoming message in the Email channel account
• Setup email accounts dispositions 

• Set up Triggers for Email automatic operation and tags categories for email messages labeling

• Monitor Email activities and operators in Realtime

Chat

 The XCALLY MOTION Web Chat channel allows you to define the Web Sites where you will be able to insert a Web Chat Snippet, so that your Customers can interact with your Customer Care Agents using live chat messages. 

When a customer starts a chat, the chat request is passed to the Agents belonging to that Chat Queue. The Chat request is then accepted by an available agent and the interaction starts. During the chat session, the agent and the customer can exchange files, use emoticons, and so on. The chat session ends when the agent or the customer close it.

When the chat interaction cannot be managed, because of a pick of activity or congestion in your organization (namely, your agents are all busy and cannot take this new chat request), the customer can be requested to leave a message in order to contact him later.

This allows your organization not to lose contacts and to manage them as soon as you can.

For a Chat website account, the Administrator can:

• 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

• set a list of canned answers that will be available only when the interaction comes from that Website. 

• define chat dispositions 

• define the applications that will be executed when there is an incoming chat message
• spy a live chat

• monitor Chat activities and agents status in Realtime

• setup the chat-to-videochat escalation function 

SMS

The XCALLY MOTION SMS Channel allows you to define the SMS Accounts that the Agents, belonging to specific SMS Queues, will use to send and receive SMS messages from XCALLY Motion Omni Desktop Interface. The SMS Channel allows you to receive/send SMS from/to predefined providers, whose list is managed by XCALLY Integration Support Team and is increasing according to market opportunities. 

When a new SMS message arrives, the provider notifies XCALLY Motion that will manages it providing a standard interface for all types of providers. This allows the Agent to manage the SMS interaction transparently as well as any other request (mail, chat, and so on).

For SMS accounts, the Administrator can:

• customize the new interaction notification content and style

• set a list of canned answers that will be available only when the interaction comes from that Account.
• Spy in SMS interaction and insert a secret note in the interaction that can only be seen by the agent.
• define the applications that will be executed when there is an incoming message in the SMS channel account

• define SMS dispositions

• monitor SMS activities and operators in Realtime

Open Channel

XCALLY Motion Open Channel enables you to manage customer interactions from chat, messaging system, video or any other application inside the same OmniDesktop interface. 

XCALLY Motion provides all the necessary tools to receive/send messages to/from an open channel account. All you need to do is implement a simple web service to exchange messages between XCALLY Motion server and your favorite channel.

When a new message is received in an open channel account, the message can be routed inside a queue and the agents belonging to it can reply to messages through the Motion OmniDesktop interface.

For Open Channel account, the Administrator can:

• customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.

• set a list of canned answers that will be available only when the interaction comes from that Account.
  

• define the applications that will be executed when there is an incoming message in the Open channel account

• define Open Channel dispositions 
• monitor Open Channel activities and operators in Realtime

FAX

The XCALLY MOTION Fax Channel allows you to define the Fax Accounts that the Agents, belonging to specific Fax Queues, will use to send and receive Fax messages from XCALLY Motion Omni Desktop Interface. This allows the Agent to manage the Fax interaction transparently as well as any other request (mail, chat, and so on).

• Configure Fax Queues (defining routing mechanisms, team management, etc.) and add Agents allowed to send/receive faxes to them

• Create Fax Accounts and insert all the information needed to configure the send and receive capability

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

• Set up Fax Dispositions and Triggers for Fax automatic operation

• Monitor Fax activities and operators in Realtime

Third Party Apps Integration

XCALLY Motion provides integration with 3rd party applications like Zendesk, Freshdesk, SugarCRM, Salesforce, Desk and Zoho.

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.

The following screenshot shows an example of a Freshdesk ticket opened when there is an incoming call in XCALLY environment. The ticket is populated with information about the call and displayed for the agent in the Freshdesk environment. 

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
• 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

The following screenshot shows an example of a callback IVR project that allows callers to schedule a Callback in case they don’t want to wait on hold in a queue. This Improves Customer Experience avoiding long waiting times in the Queue.

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.

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

After the plugin is uploaded, the Admin can:

• install the plugin
• edit the plugin  
• set permissions for users and agents

Functions used by the 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.

The following are some of the typical User activities in a Contact Center context:

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.
  

Of course, the Users can perform many other activities and tasks as Supervisors: in this case 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 the Agents

The Agents use the Phonebar, the always-on-top module with which phone calls can be handled (answer, dial, transfer, record, and more) and his working status (set pauses like aftercall, backoffice, lunch, etc). When the Agent receives a call the system shows a pop-up containing the information stored about the contact and the called queue. During the call the Agent can insert information about the customer in the Contact Manager using the Omni Desktop Interface.

The Agents can also use WebRTC integrated phone interface, instead of the Phonebar:

Voice Calls Management

The following are some of the typical Agent activities in a Contact Center for the Voice channel:

• Manage phone calls using the dedicated on-top Phonebar for Windows or the WebRTC embedded OmniDesktop functions:
  • Accept Manually/Automatically incoming calls and place outbound calls
  • Transfer calls (Blind/Warm/Attended)
  • Record calls (Automatic/Manual)
  • Calls History
  • Search for Agents Presence and Queue List
  • Modify Agent Settings
• Use external SIP Phones
• Dial contacts in a Dialer Preview Campaign

Other Activities

• Access to the Omni Desktop Interface to manage all Channel Queues (Email, SMS, FAX, Chat, Voice, Open Channels) and to share routing of incoming interactions
  
  
• Manage all types of interactions (Email, SMS, FAX, Chat, Open Channels) on the integrated Omni Desktop Interface:
  • Accept/Send/Receive/Reply/Forward/Close/Set as Pending Email messages
  • Accept/Send/Receive/Close SMS messages
  • Accept/Send/Receive/Close FAX exchange sessions
  • Accept/Send/Receive/Close Open Channel Messages
  • Accept/Manage/Close Chat conversations
    
    
• Use Canned Answers
  
  
• Use Tags to mark an interaction
  
  
• Set a Disposition when closing calls
  
  
• Search Interactions on the Interactions List (using filters)Exploit the Customer Journey information:
  • Click to call contacts
  • Click to interact through one of the available Channels
    
    
• Search Contacts in CM (global and local): 
  • Create/Merge/Copy Contacts
  • Click to interact or to call
  
  
• Run Jscripty surveys

• Use Third Party Applications in integrated mode (like Freshdesk, Zendesk, SugarCRM, Zoho, Salesforce and Desk)
  
  
• Use the plugins installed by the Admin in the App Zone.