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www.xcally.com
Asterisk community conference
Johannesburg 2016
Diego Gosmar
Giuseppe Innamorato
Asterisk Multi Channel contact centers
Giuseppe Careri
www.xcally.com
Asterisk community conference
Johannesburg 2016
WHO WE ARE
35
countries
8000
agents
9
languages
www.xcally.com
Asterisk community conference
Johannesburg 2016
Multi-Channel“”
www.xcally.com
Asterisk community conference
Johannesburg 2016
VOICE EMAIL WEBCHAT FAX
SYSTEM 1 SYSTEM 2 SYSTEM N…
MULTI CHANNEL
www.xcally.com
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!
www.xcally.com
Asterisk community conference
Johannesburg 2016
MULTI CHANNEL
The customer care agents could manage several channel interactions
according to their SKILLS and CAPACITY
www.xcally.com
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!
www.xcally.com
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
www.xcally.com
Asterisk community conference
Johannesburg 2016
Source: Aberdeen Group
CEM: Customer Experience Management
…SOME RESULTS
www.xcally.com
Asterisk community conference
Johannesburg 2016
Source: Frost & Sullivan research
www.xcally.com
Asterisk community conference
Johannesburg 2016
Omni-ChannelPlus CTI…
“
”
www.xcally.com
Asterisk community conference
Johannesburg 2016
Source: Frost & Sullivan research
Asterisk community conference
Johannesburg 2016www.xcally.com
IVR
Fax
Dashboards ReportsCTIConnectors
WebChat
SMS…
Fax
APIUNIFIED
AGENT
DESKTOP
Contact
Manager
&
Scripting
www.xcally.com
Asterisk community conference
Johannesburg 2016
Let’s walk through the main modules…
www.xcally.com
Asterisk community conference
Johannesburg 2016
WebChat
SMS…
www.xcally.com
Asterisk community conference
Johannesburg 2016
UNIFIED
AGENT
DESKTOP
www.xcally.com
Asterisk community conference
Johannesburg 2016
Source: Frost & Sullivan research
www.xcally.com
Asterisk community conference
Johannesburg 2016
Contact
Manager
&
Scripting
www.xcally.com
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": "[email protected]", \
"to": "..", \
"text": "Test body", \
"messageId": "[email protected]", \
"inReplyTo": "A13F549D-2040..xcally.com", \
}' \
-X POST Status: 201 OK
{
"id": 1,
"subject: "Test subject",
"from": "[email protected]",
"to": "..",
"text": "Test body",
"messageId": "[email protected]",
"inReplyTo": "A13F549D-2040..xcally.com",
"MailRoomId": 2
}
Send/Receive
an
e-mail event
Using OAuth to Authenticate with Motion API v1
www.xcally.com
Asterisk community conference
Johannesburg 2016
CONTACTS
E-mail [email protected]
Websitehttp://www.xcally.com
Phone+39 011 1988 6500
+1 518-795-3530
www.xcally.com
Asterisk community conference
Johannesburg 2016
THANK YOU“ ”XCALLY is designed by XENIALAB
Asterisk is a Digium Trademark
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