Brief 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

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.

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Requirements

Server Side Requirements

XCALLY Motion can be deployed on a dedicated on-premise server or on the Cloud (SaaS), providing the highest level of flexibility.

XCALLY Motion runs on the Operating System Debian GNU/Linux "Bookworm" - 64 bit (netinst)

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

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: 

Client Side Requirements

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

To run the Omnichannel web interface:

• Browsers: Google Chrome, Mozilla Firefox, MS Edge

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

Functions available for Administrators

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

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.
  
  

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

Functions used by 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 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!

Functions used by Agents

The Agent is the contact center operator who handles incoming or/and outgoing customer interactions for an organization. 

The XCALLY Agent Desktop enables Agents to manage all the interactions coming from every Channel (i.e. Voice calls, Web Chat, Email, Social Networks and more) using the same Unified User Interface.

From the intuitive Omni Desktop Interface, Agents have many advantages:

• The Agent's Profile is not linked to the seat: all your teamwork can share work positions

• Login and change password with Security Suite

• Set different Agent Status 

• Access to the Agents' and Queues' availability Dashboard

• Use Internal Messenger System for texting and calling

• Use the plugins installed by the Admin in the App Zone

• Exploit the Customer Journey information

• Access to the Contact Lists

Agents can immediately start to manage interactions from different channels thanks to the ease of use.

Channels Management

  Calls Management

AI Features

Integration of artificial intelligence tools with XCALLY can radically transform the dynamics of your contact centers, improving operational efficiency, customer experience and overall business results.

XCALLY integrates AI features in several functions:

• Quality Analysis for Voice Recordings: you can use Transcribe, Sentiment Analysis and Post call Analytics features on your Voice recordings to improve the customer experience, optimize operations, and achieve business goals;

• AI Cally Square Blocks: you can configure your Cally Square projects, by using Bots, TLS and ASR features to do automatic speech recognition and transcription;

• AI Chatbot: The ChatGPT Bot is an application that can be inserted in the action flow of a chat website, sms or open channel interactions and WhatsApp channel to manage interactions with OpenAI models;

• OpenAI Assistants: OpenAI models that can answer to human queries, by starting from business files uploaded in the relative section.

• AI Agent Assistants: agents can find answers for customers thanks to the AI Assistants, by asking help on internal messenger and on textual channels (SMS, Chat, WhatsApp, Openchannel and Email), by retrieving information from company files uploaded to configured assistants.

Software Security

EU GDPR Compliance 

Since its first projects, Xenialab approach focused towards a strong commitment to privacy, transparency and safety in order to protect our Clients personal data. 

To confirm the trust of our Clients and our Partners, our analyses and procedures are built to guarantee the conformity of XCALLY Motion with the UE General Data Protection Regulation (GDPR): the overall architecture, as well as of the single components of the solution, always follows the prerequisite of protecting the data.

For this purpose, we put into action several activities to guarantee the maximum safety of the product: 

• Specific tests of intrusion detection at several levels of complexity are periodically executed

• Adopting the last version of the software and of the safety patches of all the base components, configuring the system firewalls and checking the Asterisk system protections are considered fundamental to manage and develop the solution

• We use safe protocols as SSL/TLS for external functions of reading and feeding 

• The WebRTC technology used for XCALLY Motion supports safe protocols as WSS and HTTPS

• Information containing personal data (such as sent and received messages, account information, contacts, calls recordings) are saved in the database using Transparent Data Encryption (TDE)

• Relating to Phonebar, we are working on replacing the use of SIP and RTP protocols with the safer SIPS and SRTP TLS.

 In order to enhance the agent password security and privacy according to the GDPR rules, we provide specific features (under General Settings section) and we strongly recommend to enable them:

• The Security Suite enables a set of rules for Administrators, Agents, Telephones and Users accounts concerning the password format, reset and expiration after 90 days

• XCally Motion Phonebar allows Agents passwords reset and management, according to the Security Suite

• The Voice Recording Encryption protects your recorded calls from unauthorized use or file system breach. The encryption is highly recommended if the stored call recordings contains sensitive or personal data. The encryption is turned off only if the files containing the voice recordings are accessed from the Motion user interface. 

• Enforce Single Sign On, SAML, or Multi-factor Authentication for state of art security practices

Cookies Policy

To make XCALLY Motion work properly, we place small data files called cookies on your device only for technical purposes.

A cookie is a small text file that a website stores on your computer or mobile device when you visit the site.

Cookies are built to be a reliable mechanism for websites to remember stateful information (such as language or type size) or to record the user’s browsing activity (including clicking particular buttons, logging in, or recording which pages were visited in the past). 

The purpose is to enable the site to remember your preferences (such as user name, language, etc.) for a certain period of time. That way, you don’t have to re-enter them when browsing around the site during the same visit.

XCALLY Motion stores cookies for:

• Authentication: the cookie keeps the session active until the log out is performed

• Preferences and Filters: the cookies remember filters and other settings you applied before

XCALLY Motion Chat module uses HTML5 local storage to save:

• layout format data

• online customer's data

• data about the actual interaction

You can control and/or delete cookies as you wish.

You can delete all cookies that are already on you computer, but it is not recommended to turn off all cookie storing in web browser because it will cause authentication issues.