Howto:Xcally Omnicontact Center- Xcally - 3rd Party Product
Product Name
Xcally AI Driven Omnicontact Center Xcally Motion
Certification Status
This Product is listed due to a customer testimonial. No tests have been conducted by innovaphone.
This product has been listed July 2025.
Category
Inbound-/Outbound Contact Center Applications, incl. Automated Call Distribution and IVR
Vendor
Technesy Holding S.p.A. is an Italian group with over 26 years of experience, specializing in advanced Customer Experience (CX) solutions. Operating globally, the group encompasses INGO S.r.l. Società Benefit, which integrates consulting, technology, and services to deliver sophisticated CX solutions, and XCALLY S.r.l., a technology provider active in over 70 countries. With a strong commitment to innovation and a worldwide footprint, Technesy Holding addresses market needs by providing tools that empower customer experiences and generate lasting business value.
Description
Xcally Motion is an advanced contact center software platform designed to optimize customer interactions across channels like voice, chat, social media, email, and SMS. With powerful automation capabilities and flexible integrations, XCALLY helps companies in various sectors such as finance, healthcare, BPO, retail, and e-commerce provide personalized and efficient customer service. By streamlining workflows and offering real-time data insights, it enables businesses to enhance customer satisfaction, improve operational efficiency, and foster long-term loyalty.
Key Features:
- Omnichannel Interaction Management: Centralized and automated management of customer interactions across multiple touchpoints for a seamless experience.
- Tracking and Sharing Information: Capture and share relevant data to deliver personalized experiences across all channels.
- Performance Monitoring and Reporting: Real-time agent monitoring, analytical reports, and KPIs to optimize operational efficiency.
- AI-Driven Solutions: Leveraging AI to automate routine tasks, optimize processes, and enhance both customer and agent experiences.
Functions
- Omnichannel Interaction Management: Centralized management of interactions across multiple channels, ensuring a seamless customer experience.
- Real-Time Data Insights: Instant access to live data for better decision-making and operational optimization.
- AI-Driven Automation: Utilizes AI to automate routine tasks, optimize processes, and enhance both customer and agent experiences.
- Customizable Workflows: Creation of tailored workflows to meet specific business needs and optimize operations.
- Advanced Reporting and Analytics: Real-time agent monitoring, KPI tracking, and detailed analytical reports for performance optimization.
- CRM Integrations: Seamless integration with third-party CRM systems to enhance customer relationship management.
- Multi-Channel Support: Supports voice, email, chat, SMS, and social media interactions in a unified platform.
- Scalability: Easily scalable to accommodate growing business needs without compromising performance.
- Cloud and On-Premise Deployment: Flexible deployment options, allowing installation in the cloud or on-premise to suit various business needs and environments.
- APIs and SDKs: Extensive APIs and software development kits for easy integration with third-party applications and services.
- Automated Call Distribution (ACD): Smart routing of incoming calls based on predefined rules to ensure optimal agent allocation.
- Interactive Voice Response (IVR): Advanced IVR systems for automated customer service and call management.
- Speech Recognition and Natural Language Processing (NLP): Advanced capabilities for understanding and processing customer speech in real-time.
Version
Product versions used for interop testing:
- Xcally Motion Version 3.53.0
- Innovaphone 15r1sr3
Configuration
English Guide for Configuration Setup
Below is the step-by-step guide for setting up the configuration. Follow these instructions carefully to ensure a smooth and accurate setup process.
Summary
Xcally is a robust AI-powered omnichannel contact center platform designed for seamless integration and scalability. By unifying communication across voice, chat, email, SMS, and social media, it provides businesses with real-time data insights, AI-driven automation, and customizable workflows. With advanced features like CRM integration, call distribution, and IVR, XCALLY enhances operational efficiency, optimizes agent performance, and ensures a personalized customer experience at scale.
Contact
| Xcally srl |
| Via I Maggio 13 |
| 20037 Paderno Dugnano (MI)
Italy |
| Mail: info@xcally.com |