What is XCALLY?
XCALLY Omnichannel Contact Center Platform is an innovative software developed in the Xenialab research center that has quickly become one of the best contact center management platforms that enables customer engagement via Inbound/Outbound Voice, Chat, Email, SMS, Video, Whatsapp, Facebook, Instagram, and Custom Channels (i.e. 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. Thanks to the straightforward configuration and intuitive web interface supervisors and agents can quickly learn how to use XCALLY and focus on what really matters: their customer satisfaction!
XCALLY is one of the leading solutions in the following sectors:
Omnichannel Contact Centre platform, designed to support organizations that need to interact with their customers through multiple channels: Voice, Video, Chat, SMS, and Social Media, including the ability to analyze the Customer Journey, Contact Cards, and Analytics.
Contact Centre Automations with AI, satisfying needs as:
Conversational AI: human-machine interfaces to automate conversations on all channels (Conversational AI, Machine Learning, Chatbot, etc. )
Dialers: contact-lists are automatically processed, based on certain criteria, for Telemarketing, Booking Confirmation, Credit Collection, Lead Generation etc.
Workforce Management: prediction, through AI algorithms and resource allocation with the most appropriate skills for the management of each service in the company.
Key Benefits
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. 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.
Plans Description
General Architecture
XCALLY Motion V3 is the innovative solution that integrates Asterisk™ 18.x with the Motion technologies, developed in the Xenialab research center.
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 11.x and the server specification depend on the type of service you are offering and the number of agents in the call center.
Operating System
Debian GNU/Linux 11 "Bullseye" - 64 bit (netinst)
Important: The following requirements are general guidelines for getting started with XCALLY based on concurrent agents.
Recommended minimum server sizes | Voice (Plus) | Voice + Dialer (Dialer-gold) | Omnichannel (Omni-gold) | Full (Ultimate) |
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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) | 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) | 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 |
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 11 servers:
Recommended architecture if you need to scale over 50 agents:
Recommended architecture if you need to scale over 200 agents:
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.
To use the Phonebar:
OS: Windows from 10 on with .Net 3.5 installed
To use the WebRTC bar:
Browsers: Opera, Google Chrome, Safari
OS: MAC OS, MS Windows from 10 on, MS Edge, Linux OS, Chrome OS, Chromium OS
To use 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
Compatible with Cloud Provider (i.e. AWS, Azure)
Docker container
Architecture
High Availability
Disaster Recovery
AGENT Experience
General
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Contact Management
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Agents can immediately start to manage interactions from different channels thanks to the ease of use.
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Agents can access to the assigned Lists of the Contacts manager, a light CRM that useful to effectively handle interactions with customers. Agents can easily retrieve contact information, track their activities and quickly call them or start a dynamic script, for example for Customer Satisfaction.
The web interface helps Agents to better interact with customers and solve their issues, since it provides a lot of useful data on the same screen!
-20220929-153619.jpg?version=1&modificationDate=1665061357015&cacheVersion=1&api=v2&width=550&height=281)
Channels Management
VOICE | CHAT | SMS | OPENCHANNEL | FAX | ||
OPERATING SESSION | ||||||
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SESSION BACK DATA | ||||||
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Calls Management
Phonebar
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ADMIN Experience
General & Settings
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Dashboards
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Staff Setup and Management
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Contact Management
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Channels Management
VOICE
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CHAT
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SMS
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OPENCHANNEL
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FAX
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WHATSAPP CONNECTOR
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FINO A QUI
Other Key Features
 MOTION BULL Motion Bull is an automated outbound dialer that helps you to increase productivity and maximise the Agents talk time thanks to the Preview, Power, Progressive or Predictive dialing. The dialer generates calls from the lists you have imported in Motion. You set a Queue campaign if you would like to put your customers in touch with an operator, or a IVR campaign if you would like to do a survey or just playback a message. | |
QUEUE CAMPAIGN | IVR CAMPAIGN |
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CALLY SQUARE | JSCRIPTY |
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APP ZONE | TOOLS |
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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 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.
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!
Integrations
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 |
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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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Grafana |
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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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Tilde |
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TVox |
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Twilio |
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Unix |
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Viber |
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VTiger |
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XLite |
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Zendesk |
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Zoho |
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Zoiper |
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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.
COOKIES POLICY
To make XCALLY Motion work properly, we sometimes place small data files called cookies on your device.
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 your computer and you can set your browser to prevent them from being used.