As part of our Business Applications portfolio, we offer expert consultancy and implementation services for XCALLY, a leading omnichannel contact centre platform that unifies customer interactions across voice, chat, email, SMS, and social media channels. Our goal is to help organizations deliver seamless, responsive, and efficient customer experiences through innovative technology and strategic guidance.
XCALLY is valuable for businesses that are seeking to modernize their contact centre operations, enhance agent productivity, and boost customer satisfaction through an integrated communication framework. We bring technical expertise and business understanding to ensure your XCALLY deployment is tailored, optimized, and future-ready.
Our Services Include:
1. Contact Center Needs Assessment
We begin with a deep-dive discovery session to understand your customer engagement processes, pain points, call flow requirements, and agent management needs. This approach will help us design a solution that aligns perfectly with your customer service goals and operational structure.
2. Solution Architecture & Planning
Our consultants design a detailed implementation roadmap, including system architecture, integration points, channel configuration (voice, chat, email, WhatsApp, etc.), agent roles, and performance monitoring KPIs. This will ensure that every XCALLY component is aligned with your internal workflows.
3. XCALLY Platform Deployment & Configuration
We handle the full deployment and configuration of the XCALLY platform on your preferred infrastructure—whether on-premise, private cloud, or public cloud. Services include:
- Voice channel (PBX/SIP trunk) setup and call flow design
- Integration of chatbots and live chat widgets
- Configuration of email, SMS, and social media engagement modules
- Agent scripting, queue management, and real-time monitoring setup
4. CRM & Third-Party Integrations
We help you connect XCALLY to your CRM systems (e.g., Zoho CRM, Salesforce), ticketing platforms, analytics dashboards, and custom APIs. This will enable real-time synchronization of customer data, to ensure an all-round view of each interaction.
5. Agent & Admin Training
We offer customized training sessions for contact centre agents, supervisors, and administrators. Training encompasses call handling, reporting, omnichannel tools, and escalation management to foster confident usage and optimize platform ROI.
6. Custom Reporting & Analytics
We configure custom reports and dashboards that provide actionable insights into call volumes, channel performance, agent efficiency, customer wait times, and more supporting data-driven decisions and continuous improvement.
7. Ongoing Support & Optimization
Post-deployment, we provide continuous support, maintenance, and performance tuning to keep your XCALLY environment stable, secure, and optimized for evolving business needs.
Value Proposition:
- End-to-end CX strategy alignment: We don't just implement tools—we build customer experience frameworks.
- Scalable omnichannel engagement: Easily manage and expand communication channels as your needs evolve.
- Enhanced agent performance and satisfaction: Smart workflows and automation minimize agent fatigue and increase productivity.
- Reduced response times and improved customer satisfaction: Customers get faster, more accurate service on their preferred channels.
- Enhanced visibility and decision-making: Real-time data enables better staffing, customer support planning, and SLA tracking.