XCALLY omnichannel contact center software takes the concept of the multichannel contact center and advances it to the next level, combining all the channel communications efforts into one unified strategy. As customer standards become higher, the demand for personalized service is becoming clearer, making the omnichannel approach a necessity.
System integration is important due to the increasing advances in automation technology, and the associated need to simplify processes for easier management. An integrated system will streamline your processes, reduce costs, and ensure efficiency.
With XCALLY, you can integrate into well-known CRM, ticketing systems out of the box.
Custom integration is also available involves the syncing of data from XCALLY to a proprietary platform used by a company. These integrations usually involve standard field mapping between two systems, any additional custom development required by the company will be handled as a project under our professional service.
XCALLY API is the answer when you need to integrate XCALLY with your local system. API is easy to be called via HTTP requests. The API answers are available via HTTP JSON standard requests.
XCALLY API consists of Motion Server API and Phonebar API. You can access the powerful and secure Motion Server API to create, update, delete, and get any information, using its RESTful API.
The XCALLY Phonebar provides CTI capabilities to call external applications on one hand and many API to allow your applications to control the phonebar and perform several operations.
An easy to use and dynamic agent scripting tool. A call script is really helpful for agents to handle contacts. It shows to agents a series of questions and responses, based on the flow of the conversation with customers. JScripty can be used for designing scripts to manage customer support, customer satisfaction survey and so many more.
XCALLY automated outbound dialer helps you to increase productivity and maximize the Agents talk time thanks to the Preview, Power, Progressive or Predictive dialing. Your agent will no more waste time manually dialing numbers and waiting for an answer! The Dialer can be used for several kinds of applications, like Call Back applications, Booking reminders, Automatic Surveys, Tele-selling, Telemarketing, and more…
10 min is all it takes for an Agent to learn and start
Everything your Agents need in a clean and intuitive web interface!
Agents can easily retrieve contact information, switch between channels, and track their activities quickly.
Agent in action
Contact Center at your fingertips
XCALLY provides supervisor the tool in monitoring and evaluating agent performance, information to providing learning or coaching opportunities, and taking corrective action when necessary. Preparing reports and analyzing data to assist management as they determine call center goals. Working with management team members to support agents and maximize customer satisfaction.
Agent Realtime Monitoring
Need a hand to do the specific tasks? like integration to the local system, advanced configuration, or even some development, we have the expertise.
We encourage our customer to save license cost with the self-managed option, however, if you do not have an IT specialist to help you, the best option is to choose our Production Services.
Dedicated XCALLY cloud server | Minimum 5 agents | Silver Support Plan
Self manage Cloud or local Server | Minimum 3 agents | Silver Support Plan
Silver Support Plan
working hours (Mon-Fri, 9 AM – 6 PM Malaysia time)
High priority (blocking errors): taking charge in 4 working hours
Medium priority (a service or channel does not work): taking charge in 8 working hours
Low priority: best effort, usually within 24 working hours