This document describes a presentation given at the Asterisk community conference in Johannesburg 2016 about Xcally's omni-channel customer service software. The presentation discusses how Xcally allows customer service agents to manage customer interactions across multiple channels (voice, email, webchat, etc.) seamlessly within one integrated system, providing a better customer experience than traditional multi-channel systems. It also provides an overview of Xcally's main modules, such as IVR, dashboards, agent desktop, and contact manager.

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Asterisk community conference
Johannesburg 2016
Diego Gosmar
Giuseppe Innamorato
Asterisk Multi Channel contact centers
Giuseppe Careri

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Asterisk community conference
Johannesburg 2016
WHO WE ARE
35
countries
8000
agents
9
languages

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Asterisk community conference
Johannesburg 2016
THE TEAM

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Asterisk community conference
Johannesburg 2016
Multi-Channel“
”

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Asterisk community conference
Johannesburg 2016
VOICE EMAIL WEBCHAT FAX
SYSTEM 1 SYSTEM 2 SYSTEM N…
MULTI CHANNEL

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Asterisk community conference
Johannesburg 2016
MULTI CHANNEL
When a customer starts getting served in one of these multi-channels… a need to
switch the channels might arise!

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Asterisk community conference
Johannesburg 2016
MULTI CHANNEL
The customer care agents could manage several channel interactions
according to their SKILLS and CAPACITY

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Asterisk community conference
Johannesburg 2016
MULTI CHANNEL
1. Channels are managed by different non-integrated system
2. No full connection between channels
The Customer might have to explain the problems again…
The Customer care agents can’t manage the contact proactively
The Supervisors can’t benefit from any customer journey reports…
…This is the OLD Multi channel strategy in customer service!

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Asterisk community conference
Johannesburg 2016
Omni-Channel“
”

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Asterisk community conference
Johannesburg 2016
VOICE EMAIL WEBCHAT FAX
INTEGRATED SYSTEM
OMNI CHANNEL

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Supervisors and Customer care managers
can track the entire customer interaction lifecycle

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Asterisk community conference
Johannesburg 2016
Source: Aberdeen Group
CEM: Customer Experience Management
…SOME RESULTS

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Asterisk community conference
Johannesburg 2016
Source: Frost & Sullivan research

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Asterisk community conference
Johannesburg 2016
Omni-Channel
Plus CTI…
“
”

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Asterisk community conference
Johannesburg 2016
Source: Frost & Sullivan research

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Asterisk community conference
Johannesburg 2016

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Johannesburg 2016
www.xcally.com
IVR
Fax
Dashboards ReportsCTI
Connectors
WebChat
EMAIL
SMS…
Fax
API
UNIFIED
AGENT
DESKTOP
Contact
Manager
&
Scripting

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Asterisk community conference
Johannesburg 2016
Let’s walk through the main modules…

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Asterisk community conference
Johannesburg 2016
IVR

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Johannesburg 2016
www.xcally.com

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Asterisk community conference
Johannesburg 2016
Fax
Dashboards

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Johannesburg 2016
www.xcally.com

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Asterisk community conference
Johannesburg 2016
WebChat
EMAIL
SMS…

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Johannesburg 2016
www.xcally.com

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Johannesburg 2016
www.xcally.com

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Johannesburg 2016
www.xcally.com

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Asterisk community conference
Johannesburg 2016
UNIFIED
AGENT
DESKTOP

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Johannesburg 2016
www.xcally.com

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Asterisk community conference
Johannesburg 2016
CTI
Connectors

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Asterisk community conference
Johannesburg 2016
Source: Frost & Sullivan research

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Johannesburg 2016
www.xcally.com

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Johannesburg 2016
www.xcally.com

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Johannesburg 2016
www.xcally.com

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Asterisk community conference
Johannesburg 2016
Contact
Manager
&
Scripting

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Asterisk community conference
Johannesburg 2016

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Asterisk community conference
Johannesburg 2016
Reports

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Asterisk community conference
Johannesburg 2016

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Asterisk community conference
Johannesburg 2016

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Asterisk community conference
Johannesburg 2016

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Asterisk community conference
Johannesburg 2016
Fax
API

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Asterisk community conference
Johannesburg 2016
curl http://localhost:9000/api/mail/accounts/:id/messages
-H "Content-Type: application/json"
-H "Authorization: Bearer eyJ0eXAiOiJKV1QiLCJhbGciOiJ.."
-d '{
"subject: "Test subject",
"from": "motion.team@xcally.com",
"to": "..",
"text": "Test body",
"messageId": "1453195711358-249b..@xcally.com",
"inReplyTo": "A13F549D-2040..xcally.com",
}'
-X POST Status: 201 OK
{
"id": 1,
"subject: "Test subject",
"from": "motion.team@xcally.com",
"to": "..",
"text": "Test body",
"messageId": "1453195711358-249b..@xcally.com",
"inReplyTo": "A13F549D-2040..xcally.com",
"MailRoomId": 2
}
Send/Receive
an
e-mail event
Using OAuth to Authenticate with Motion API v1

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Asterisk community conference
Johannesburg 2016
CONTACTS
E-mail info@xcally.com
Website
http://www.xcally.com
Phone
+39 011 1988 6500
+1 518-795-3530

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Asterisk community conference
Johannesburg 2016
THANK YOU“ ”
XCALLY is designed by XENIALAB
Asterisk is a Digium Trademark