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Omnichannel Contact Center Solution

XCALLY Omnichannel Contact Center Solution

Why we love being an Omnichannel Contact Center Solution? 

Because the key to an effective customer service is to focus on the channels where customers are. Know your customers and let them interact with you across their favorite channels.

Why OmniChannel?

Today customers expect to communicate with companies using different channels and devices. For example they may contact you by email, then on socials and finally they may call to talk with an operator, which needs to know all the previous interactions the customer had, in order to avoid the repetition of information and frustration.

Omnichannel communications are a great opportunity to improve your customer experience.  When you collect information from different channels an treat those interactions as unique, you are working towards the increase of customer satisfaction.

What are they saying about Omnichannel out there?

XCALLY can manage customer interactions coming from phone calls, e-mails, web chats, SMSes, MMSes, Facebook, Twitter, WhatsApp and other social media platforms.  Our technology allow us to integrate all those communication channels in one single interface.

And our Open Channel API lets you connect with any communication application out there that works with web services.  

Using our Omni Channel Desktop Interface agents are able to easily manage all these interactions and keep track of the Customer Journey.

XCally plugins and integrations

 

Agents can access to their assigned Lists within Contact Manager, a lite but powerful CRM, 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.

All of the customer interactions are stored in one place and they can be filtered by tag, status, account, date, agent.

For each interaction, agents can get customer details, interaction details and Customer Journey regardless of the channel where the interaction was held.  This way more efficient customer experience is offered!

Let us get involved in your project today and offer you a live tour on XCALLY Omni Channel Contact Center.