Product Overview

  

General Introduction

is one of the first real  , allowing to manage several types of information in a XCALLY Motion Omni Channel Solution Unified and Integrated , where businesses control all channels seamlessly.Environment

XCALLY Motion extends the intelligent queuing strategy mechanism, typical of the voice calls distribution systems, to all (Email, Chat, SMS, Channels Fax, WhatsApp Connector, WEBRTC VideoCall and so on), including channels.Open

It provides the following features:

knowledge and personalized contact service approachCustomer History using the most common touch and interaction pointsAccess to Service

Support to consistently across the whole Customer Journeymultiple channels and interaction blendingSelf-service Live-Agent

attitudeProactive ServiceReturn of investments ( ) from the Business Process ReorganizationROI

without losing efficiencyIntegrate legacy systemsIncrease customers’ satisfaction and loyaltyDecrease customers’ frustration and abandoned interactions

managementOptimize human resourcesReduce inbound call volumes and unnecessary call timeCustomers’ cross-channel knowledge baseOmni-channel Desktop environment monitoringIncreased to the customers communication abilities (such as email, SMS, video chat, social and more)variety of mediumsSwitching capabilities from one channel to anotherAdded   (optional package) capability to the base product as a new Channel for video-call sessions, where the Vidaoo Video WEBRTCAgents can interact in audio&video sessions with the Customers and share with them the screen content and the calls can be recorded and stored.

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.

The following screenshot shows an example of a Customer Journey seen by an agent on XCALLY Motion's Omni-Channel interface:

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.

 and   interaction blendingSelf-service Live-Agent

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.

environment monitoringOmni-channel Desktop 

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.

XCALLY Motion V.2 - What you get

Agent Phonebar, WebRTC bar and OmniChannel DesktopAutomatic Dialer "Bull": outbound calls generator that gets the contacts from a list and connects contacts to agents or forwards the call to an IVR specific for the campaignGraphical Drag&Drop IVR DesignerReal Time Multi-Channel Monitor for SupervisorsCross-Channel Customer Journey HistoryAgents Real Time Dashboards Channel Dashboards, to allow complete and immediate snapshot view of any single Communication Channel, showing all the changes happening in realtimeJscripty for call center surveysContacts and Lists ManagementReports and Analytics, which are powerful tools for the System Administrator for checking performances and goals achieving that can be easily customizable and are ready to useTriggers to design effective event driven or automatic behaviors. Triggers are operating rules (Actions) which are immediately activated when some interactions take place (Conditions)Integrations of third party applications (i.e. Zendesk, Salesforce, Freshdesk, Sugar, VTiger and more)API set to interact with XCALLY MotionVideo WEBRTC Channel by Vidaoo (optional module)WhatsApp Channel (the Connector is an optional module)Call Recording and (optional) Transcribe and Sentiment analysis Social Media Open Channel integration

General Requirements

XCALLY Motion can be deployed on a dedicated on-premise server, virtual machine or on the cloud. XCALLY Motion runs on a CentOS machine and the server specification depend on the type of service you are offering and the number of agents in the call center. 

Server side requirementsOperating System

Debian GNU/Linux 10 "Buster" - 64 bit (netinst)

Recommended minimum server sizes:

Voice

Plus

Voice + Dialer

Dialer Gold

Omnichannel

Omni Gold

Full

Ultimate

Up to 30 agents**

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**

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**

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

** 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.

Client side requirementsAgents can manage any interactions coming from multiple channels using the same unified user interface.

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

To use the : Phonebar

OS: Windows 7, 8, 10 with .Net 3.5 installed

To use : external SIP clients

OS: MAC OS , Linux OS, MS Windows 7, 8,10 (refer to OS requirements of the SIP clients) (Yosemite/El Capitan/Sierra/High Sierra)

To use the : WebRTC Bar

Browsers: Opera, Google Chrome, SafariOS: MAC OS , MS Windows 7, 8, 10, Linux OS,  OS,  OS (Yosemite/El Capitan/Sierra/High Sierra) Chrome  Chromium 

To run the web interface: Omnichannel 

Browsers: Google Chrome, Mozilla Firefox, MS Edge

 enables your customer care Agents to manage several types of interaction; Web Chat, Omni Desktop Interface Open Channels messages, E-mails, SMS, WhatsApp messages and Fax. 

The Agents can access to their   (advanced address book) and  , in order to get the best Contact Management Real time dashboards Customer  (CX). eXperience

Functions available for AdministratorsThe following is a summary of the basic functions that can be performed by an Administrators in XCALLY Motion V.2.

Software Installation and UpgradesFollow the procedure for the   and the   fast setupServer Installation Client PhonebarSoftware for: Update

, with a "new version" notification at Agent loginPhonebar, with availability notification and access to the documentation site for a full descriptionServer

System Settings and Tools

Change the passwordsLicenses & Provisioning:

Interface to update Modules LicensesChange Plans and concurrent Agents number from the specific UI request form

Configure Networks and SMTP settingsDefine general settings, as: Time Intervals, Pauses, Sounds, Tags, TemplatesDefine Standard Variables use or customize and issue new ones

Design Custom Dashboards and enable Users to run them

Staff Setup and Management

In the staff section, administrator is able to create: 

Define the Staff:Agents (Contact Center Employees)Users (Supervisors and Controllers)Telephones (PBX Extensions)Assign permissions and credentials for Users and Agents Manage Agents profile changes

Define Work Teams:Associate Agents to TeamsAssociate Agents to Channel Queues

Monitor Activities on the Realtime interface for all available Channels and for all Agents/TelephonesChange Agents Status (pause/restart, logout, add/remove to channel queues, and so on)View status and modify configuration of Trunks and Queues and view Queue and Outbound calls

Monitor Specific Activities on Custom Dashboards   

Contacts and Lists Setup and Management

Contacts Manager is a light CRM that enables you to effectively manage interactions with your contacts. Using the contact management module, you can easily create a list, upload contacts information, retrieve contact information and track activities related a contact.

The contact manager has the following benefits:

allows you to set agent permission to contact list such that only selected agents can manage a specific list. This enables agents to effectively

manage contacts based on the assigned service.you can define list of contacts that the automatic outbound dialer uses to generate calls. A contact list can also be used as a backlist in a Queue/IVR campaign to categorize contacts that have enlisted for   to prevent them from receiving calls.Do-Not-Callyou can define custom fields that allows you to enter addition information about a contact. This makes it more efficient to gather important information and helps you to better understand your customer. You can set a trigger that will automatically display the contact information. This can be for an incoming interaction through one of the channels: Voice, Mail, Chat or SMS. This will save time and makes agents more productive.You can define custom dispositions the agents can use to describe the outcome of a call, email, chat and so on. Disposition gives supervisors a valuable information to optimize agents performance. It will also save time for the agents' by avoiding the wasted time entering long notes.

Multi-Channels Setup and Management

Voice

The XCALLY MOTION    allows you to define all the mechanisms by which the inbound, outbound or internal voice calls can be Voice channelmanaged. When a voice interaction is received in your Customer Care, you can define the functions to be executed. You can play a Playback sound file, route calls to an IVR, route call to a queue of Agents and so many more. If the call is routed to a Queue, any Agent available is notified according

Queue a a routing logic configured to the  they belong to.

The following is a list of functions that can be performed by the Administrator in the Voice channel:

Configure SIP Connections (Trunks) between your phone system and a VOIP provider for inbound/outbound callsConfigure Queues dedicated to voice interactions and define their routing mechanisms.Configure Routes and define how to manage (internal, inbound and outbound) calls setting specific Action Plans (for internal, inbound and outbound routes) and context-based automatic behaviorDefine Triggers for Voice interactions automatic handlingSet the Time Intervals and limit the range of time an action should be executedCheck and Listen Voice Recording filesSetup a Voicemail for the callers who want to leave a voice messageDefine Music on Hold classesEnable Supervisors to Chanspy, namely to listen to agents calls, as well as to whisper or barge into a conversationAccess Realtime Environment to monitor the activity status of agents, telephones, trunks, queues and outbound calls

Voice Campaigns Autodial ( )Bull

1.

2.

Motion Bull is an   that generates calls from a list and connects contacts to agents or forwards the call to an IVR based on automated outbound dialerthe campaign. This improves call handing efficiency by avoiding agents from dialing numbers manually.

The Dialer can be used for several kind of applications, like:

Call Back applicationsBooking remindersAutomatic SurveysNotification on the status of ordersTele-selling and TelemarketingTele-alarmsmore...

There are two type of Campaigns:

is used when it's necessary for the contacts to interaction with an agent. In this type of campaign, calls are generated only Queue Campaignif there is at least one available agent.

There are several outbound dialing methods:

where calls are generated only when agents become available and the number of calls is equal to the number progressive dialing of available agents

where the number of generated calls is based on prediction of how many agents will be available at the time predictive dialing, when calls pass the dialer and on the estimated success rate of reaching the called party)

 which differs from a progressive or predictive dialer for it utilizes a manually-configured calls-to-agent ratiopower dialing,  , where the dialer selects a customer record from a call list and proposes this call to an agent, who can accept it and preview dialing

start the call or refuse it. is usually used for surveys and does not depend on any queue status or availability of agent in a queue.IVR Campaign

In a Motion bull campaign, the Administrator can:

define a time interval during which the dialer is allowed to perform outbound calls. use Recall-me feature that enables an agent to set a recall request after managing a contact so that the system recall the customer and to pass the call to the specific agent.use a blacklist to skip contacts in the blacklist during the automatic dialing.real-time environment to monitor agents and queue campaigns in real-time.

E-Mail

XCALLY Motion offers a web client email specific for Customer Care needs. The XCALLY MOTION    allows you to define an  Email Channel Email  so that several Agents belonging to specific   can share a single mailbox  similar to a voice queue.Account Email Queues,

s soon as a new email message arrives, the IMAP server notifies XCALLY You can configure IMAP accounts, already existing on your provider: aMotion which manages it providing a standard interface for all types of mailing systems. This allows Agent to manage the mail interaction transparently as well as any other request (SMS, chat, and so on).

For an Email account, the Administrator can:

define a Template with a default body and text style that will be used for all outgoing email messages from this account. This will create a uniform message layout.set Queue Transfer feature to enable Agents to transfer email messages received in the account to another Queue.set Agent Transfer feature to enable Agents to transfer email messages received in the account to another Agent.customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.set a list of canned answers that will be available only for the interaction  from that Account. This will reduce agents response time.define the applications that will be executed when there is an incoming message in the Email channel accountSetup email accounts dispositions Set up Triggers for Email automatic operation and tags categories for email messages labelingMonitor Email activities and operators in Realtime

Chat

 The XCALLY MOTION  channel allows you to define the Web Sites where you will be able to insert a Web Chat  so that your Web Chat Snippet, Customers can interact with your Customer Care Agents using live chat messages. 

When a customer starts a chat, the chat request is passed to the   belonging to that  . The Chat request is then accepted by an Agents Chat Queueavailable agent and the interaction starts. During the chat session, the agent and the customer can exchange files, use emoticons, and so on. The chat session ends when the agent or the customer close it.

When the chat interaction cannot be managed, because of a pick of activity or congestion in your organization (namely, your agents are all busy and cannot take this new chat request), the customer can be requested to leave a message in order to contact him later.

This allows your organization not to lose contacts and to manage them as soon as you can.

For a Chat website account, the Administrator can:

define the website  appearance.snippet set Proactive Action, Timeout or Mouse over, that define when the snippet should be shown on your site page. Build the interaction form for online and offline chat managementset a list of canned answers that will be available only when the interaction comes from that Website. define chat dispositions define the applications that will be executed when there is an incoming chat messagespy a live chatmonitor Chat activities and agents status in Realtimesetup the chat-to-videochat escalation function 

SMS

The XCALLY MOTION    allows you to define the   that the Agents, belonging to specific  , will use to send SMS Channel SMS Accounts SMS Queues  and receive SMS messages from XCALLY Motion Omni Desktop Interface. The SMS Channel allows you to receive/send SMS from/to predefined providers, whose list is managed by XCALLY Integration Support Team and is increasing according to market opportunities. 

When a new SMS message arrives, the provider notifies XCALLY Motion that will manages it providing a standard interface for all types of providers. This allows the Agent to manage the SMS interaction transparently as well as any other request (mail, chat, and so on).

For SMS accounts, the Administrator can:

customize the new interaction notification content and styleset a list of canned answers that will be available only when the interaction comes from that Account.Spy in SMS interaction and insert a secret note in the interaction that can only be seen by the agent.define the applications that will be executed when there is an incoming message in the SMS channel accountdefine SMS dispositionsmonitor SMS activities and operators in Realtime

Open Channel

XCALLY Motion  enables you to manage customer interactions from chat, messaging system, video or any other application inside the Open Channelsame OmniDesktop interface. 

XCALLY Motion provides all the necessary tools to receive/send messages to/from an open channel account. All you need to do is implement a simple web service to exchange messages between XCALLY Motion server and your favorite channel.

When a new message is received in an open channel account, the message can be routed inside a queue and the agents belonging to it can reply to messages through the Motion OmniDesktop interface.

For Open Channel account, the Administrator can:

customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.set a list of canned answers that will be available only when the interaction comes from that Account.define the applications that will be executed when there is an incoming message in the Open channel accountdefine Open Channel dispositions monitor Open Channel activities and operators in Realtime

FAX

The XCALLY MOTION    allows you to define the   that the Agents, belonging to specific   will use to send and Fax Channel Fax Accounts Fax Queues,receive Fax messages from XCALLY Motion Omni Desktop Interface. This allows the Agent to manage the Fax interaction transparently as well as any other request (mail, chat, and so on).

Configure Fax Queues (defining routing mechanisms, team management, etc.) and add Agents allowed to send/receive faxes to themCreate Fax Accounts and insert all the information needed to configure the send and receive capabilityDefine the applications that will be executed when there is an incoming message in the fax accountSet up Fax Dispositions and Triggers for Fax automatic operationMonitor Fax activities and operators in Realtime

Third Party Apps Integration

XCALLY Motion provides integration with like Zendesk, Freshdesk, SugarCRM, Salesforce, Desk and Zoho.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.

The following screenshot shows an example of a Freshdesk ticket opened when there is an incoming call in XCALLY environment. The ticket is populated with information about the call and displayed for the agent in the Freshdesk environment. 

Analytics and ReportingXCALLY Motion provides ready-to-use reports that allows you to analyze your call center performance. You can also use the custom report builder to build your own Reports tailored to your business goals.

IVR Design with Cally SquareCally Square is a which provides useful ready-to-use applications that can be executed during a call flow. It Drag and Drop Graphical IVR Designeris used to interacts with callers, gather required information and routes calls to the appropriate agent. It is very simple and increase efficiency within the call center.

Cally Square can be used for several kind of applications, like:

Auto attendantCall BackSurveysNotification on the status of ordersPayment processingmore...

The following are the main benefits of designing an IVR Scripts:

offer a self-service to allow your customers to solve their issues on their own without speaking with an agent.allow you to   and messages so that when your customers call your company, record customized greetingsPrioritize calls based on caller's value. When a customer calls, type of the caller can be extracted from a database and IVR can route VIP customers to the agent who is most qualified to meet their needs. connect to a remote DB (ODBC) to extract informationdefine the Variables and Intervalsuse ASR to gather input and responses through spoken words perform call recording

In a typical scenario of a company that uses an IVR, the callers are first greeted and asked to choose from a series of prompts (e.g. “Press 1 for Sales”). Based on the button they pressed, the callers are routed to the most appropriate queue. If all agents are busy, the caller will wait in a queue or managed differently.

The following screenshot shows an example of a callback IVR project that allows callers to schedule a Callback in case they don’t want to wait on hold in a queue. This Improves Customer Experience avoiding long waiting times in the Queue.

JScripty

allows you to design, preview and publish a script flow that the Agents can use for their customer service operations inside the Omni Desktop  JscriptyInterface. Every time there is an outgoing/incoming call the script is automatically opened for the agent managing the call, if trigger conditions are met. 

Customer Satisfaction Survey or Marketing Survey is an example of application of Jscripty.

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

After the plugin is uploaded, the Admin can:

install the pluginedit the plugin  set permissions for users and agents

Functions used by the 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 environmentthe 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.

The following are some of the typical User activities in a Contact Center context:

Workflow SetupDefine and manage Contact Center Staff (only Telephones and Agents)Design call center surveys using JscriptyDesign IVR flows using Cally SquareUse/Modify the plugins installed by the Admin in the App Zone.

Monitor Activity Monitor Activities and Agents in RealtimeRun the Reports to monitor organization performanceMonitor Activities on the Custom Dashboards

Of course, the Users can perform many other activities and tasks as Supervisors: in this case 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 the AgentsThe Agents use the  , the always-on-top module with which phone calls can be handled (answer, dial, transfer, record, and more) and his Phonebarworking status (set pauses like aftercall, backoffice, lunch, etc). When the Agent receives a call the system shows a pop-up containing the information stored about the contact and the called queue. During the call the Agent can insert information about the customer in the Contact Manager using the Omni Desktop Interface.

The Agents can also use WebRTC integrated phone interface, instead of the Phonebar:

Voice Calls ManagementThe following are some of the typical Agent activities in a Contact Center for the Voice channel:

Manage phone calls using the dedicated on-top Phonebar for Windows or the WebRTC embedded OmniDesktop functions:Accept Manually/Automatically incoming calls and place outbound callsTransfer calls (Blind/Warm/Attended)Record calls (Automatic/Manual)Calls HistorySearch for Agents Presence and Queue ListModify Agent Settings

Use external SIP PhonesDial contacts in a Dialer Preview Campaign

Other ActivitiesAccess to the Omni Desktop Interface to manage all Channel Queues (Email, SMS, FAX, Chat, Voice, Open Channels) and to share routing of incoming interactions

Manage all types of interactions (Email, SMS, FAX, Chat, Open Channels) on the integrated Omni Desktop Interface:Accept/Send/Receive/Reply/Forward/Close/Set as Pending Email messagesAccept/Send/Receive/Close SMS messagesAccept/Send/Receive/Close FAX exchange sessionsAccept/Send/Receive/Close Open Channel MessagesAccept/Manage/Close Chat conversations

Use Canned Answers

Use Tags to mark an interaction

Set a Disposition when closing calls

Search Interactions on the Interactions List (using filters)Exploit the Customer Journey information:Click to call contactsClick to interact through one of the available Channels

Search Contacts in CM (global and local): Create/Merge/Copy ContactsClick to interact or to call

Run Jscripty surveys

Use Third Party Applications in integrated mode (like Freshdesk, Zendesk, SugarCRM, Zoho, Salesforce and Desk)

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