Apps
xCALLY
Multi-channel call center suite
Description
xCALLY suite is a complete multi-channel solution for Inbound, Outbound and Blended Contact Centers.
xCALLY provides the following key benefits:
- Agent Desktop Phone Bar Powerful and Simple to use
- Agent Mobile Phone Bar
- Multichannel: voice, web voice, chat, sms, email, etc...
- Blended outbound and Customer Satisfation Index capabilities
- Optimized CTI for 3rd party software integration (CRM, Zendesk, etc...)
- Fast provisioning both for server and clients
- Pure software solution requiring few server resources
- Agent Phone bar automatic upgrade utility
- Asterisk Integrated
- Asterisk Release Independent
- Powerful reporting analytics both Web and Mobile available
- High level of customization
- Drag and drop IVR
- Drag and drop scripting
- Web Services API available for integrations
- Quick and easy Techonology Shifting from legacy solutions
- Detailed manuals for agents and supervisors
- Full professional support
Find out more about the integration here.
How to install
xCALLY - Zendesk integration is straight forward and simple.
Configure your xCALLY Inbound or Outbound Campaign, according to your routing strategy needs.
Enable the CTI feature on the xCALLY campaign and add the following http string so to recognize the caller number: https://YOUR-INSTANCE-HERE.zendesk.com/search.xml?query=%22phone:{CallerIDNum}%22
Install the xCALLY desktop client along with the installer file provided for the integration:
That's all!
Each time a calling customer extension is identified, the Zendesk web interface will automatically appears to the agent on the Internet Explorer browser, along with all the Ticket history associated to the calling customer. As a result, open a new ticket related to the calling customer will be fast and easy to do!
