OMNICHANNEL CONTACT CENTER SOFTWARE

BEYOND CUSTOMER JOURNEY!

Engage your Customers with the XCALLY MOTION unique technology: Open Channel, RealTime, Powerful, Effective and totally integrated with Asterisk™.

Provide the best Customer Journey Experience allowingyour Contacts to interact with you using Voice, Video, Web Chat, E-Mail, SMS, Fax and many other Channels.

Using the XCALLY Motion Open Channel Technology API, it is very easy to integrate the Channels you likethe best: Social Media (e.g. Facebook or Twitter messaging), external E-Mail or Video Interactions.

XCALLY Motion provides also the integration with many third party software applicationsavailable on the market (like CRM or Ticketing Systems).

You can also optimize the interaction between Agent and Customer by using Triggers andAutomations especially designed to ease repetitive tasks.

The set-up of the environment is very easy: the user-friendly XCALLY Motion Web Interfaceoffers on-line tutorials and sample configurations useful to create agents, routing, queues,IVR scripts logic and more!

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Cally Square, the intuitive IVR GraphicDesigner, provides a simple and effectiveway to configure call routing or to executetasks: by combining the pre-definedfunctions in a graphic flow the Administratorcan easily deploy a very sophisticated callflow logic management system withoutany programming skill in a few minutes.

The XCALLY Motion asynchronous technology allows the Team Leaders or the Agents toreceive events, notifications and information directly on a Unified Real Time Web UserInterface. The Customer Care Administrator can define the Agent activity schedule,by indicating the channels they can use during Customers interaction (telephone, e-mail,chat, etc), according to their skills and abilities: they will be added to the specific channelqueues and the configuration will be done!

The Agents will use Unified Agent Desktop Phonebar to manage voice interactions withtheir contacts. The Phonebar can be used to display their real-time Status (as Ready,Pause, etc.), set by themselves or by their Supervisors.

The Customers can interact with the Contact Center using different Channels: their socalled Customer Journey will be stored in a data base, producing a very important pictureof their habits and choices, useful to better find a way to keep their contacts with youeasier! It is also important to analyze those data and to understand the whole time spentinteracting with a customer or solving specific problems (aggregating single contact timesof e-mails, chats, calls, and so on), and find a way to optimize it!

The JScripty module is very useful for the Supervisor for modeling interview projects: youcan steer the interaction between the Organization and the Customers listing thequestions to be done or the answers to give back.

The Supervisor can use the new RealTime Wallboard Dashboard Designerto monitor all the interactions takingplace in their Customer Care.It is a very useful tool to monitor theCustomer Care KPI, thus ensuring aneffective and high quality Customerservice management!

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The XCALLY Engine can be deployed either on dedicated servers, on a virtual machine oreven on the cloud, supporting SIP trunking and all the PSTN lines.

XCALLY MOTION offers a very flexible pricing model, based on the number of concurrentAgents Licenses.

XCALLY MOTION is available in the following versions:

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As far as the add-ons are concerned, you can buy PBX Extensions and additionalSupervisors Licenses.

Omnichannel modules

Enjoy Voice, SMS, Web Chat, E-mail, Fax and Social Channels

on the same unified solution!

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ContactManagement

Manage your Customers' information and keep track of their interactions

across multiple Channels!

Open ChannelAPI

Develop your favorite custom channels (social networks, video...) in just few steps.

Your Agents will then manage Customer interactions inside a single

Omnichannel Desktop interface.

Agent Phonebar 

Your Agents can login to their Queues, manage multiple Status

and perform different Tasks, accordingto their assigned Skills, using the

Windows Motion Phonebar.

FEATURES

Realtime Monitoring 

Use the Realtime panels to monitor your Agent's performances

and to make dynamical changesin case of urgency needs.

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Analytics and Reports

Analyze data and performancesthrough our ready-to-use Reports or

build your own Reports tailored to your business goals.

CustomDashboards 

Every Contact Center is unique: build your own custom Dashboards

to monitor and improve its performances!

Automations and Triggers

Make things automatically happen, according to previously defined

timing and actions.

FEATURES

Outbound Dialer

Maximise your Agents talk time using the Preview, Progressive,

Power or Predictive dialing.

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IVR System

Easily design your IVR projects- Auto-attendant, Customer

Satisfaction surveys, Call back etc… - using the powerful drag&drop web GUI!

WebRTC Handle calls using the Motion

Web Real Time Communication Bar(WebRTC) embedded in the

Omni Desktop Agent Interface!

MessengerAllow Agents to effectively

collaborate and quickly solve customer issues!

FEATURES

Disaster Recovery and High Availability

Configure DR and HA infrastructures.You can get licenses for

secondary server with a special discount!

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GDPRXCALLY Motion conforms

to the GDPR specification indicatedin the normative

2016/679/UE.

Telco Independent Choose your preferred Provider!

Voice traffic is charged and billed separately by your Voice

Provider/Carrier in accordance with their terms and conditions!

Installation and LicensingDeploy Motion on dedicated server,virtual machine or even in the cloud.

Choose your pricing model based on the number of concurrent agents

and IVR channels.

FEATURES

Social Media and Messaging Apps

Facebook Messenger and WallLine

TeamsTelegram

TwitterViber

Whatsapp for Business

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BotsAmazon Lex

Google Dialogflow

CRMSalesforce

ServiceNowSugarCRMZohoCRM

Ticketing SystemsDesk.comMicrosoft

Dynamics 365Freshdesk

vTigerZendesk

INTEGRATIONS

ASR and TTSAmazon AWS Polly TTS

Google ASR and TTSISpeech ASR and TTS

Lumenvox ASR and TTSSestek ASR and TTS

Tilde ASR

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SMS ProvidersClickatellClicksendConnectel

CSCTelecomInfobip

IntelePeerPlivo

SkebbyTwilio

INTEGRATIONS