XCALLY caters to inbound, outbound and blended call centers of all sizes. Primary features are contact management, an autodialer, interactive voice response (IVR), real-time monitoring, analytics and reporting.
Other features include agent softphone, customizable dashboards, automations, triggers, webchat, a predictive dialer, call recording and application programming interface (API). The agent softphone module allows users to manage their queues according to their skillset.
Real-time monitoring provides a real-time view of agent performance and the ability to make changes in case of emergencies. Users can create customized dashboards and reports to suit their needs. It offers integration with Zendesk, Salesforce, Desk, Freshdesk, Sugar CRM, Twilio, Oracle and other applications.
If you receive a high volume of calls into your call center, you can use Chatdesk Shift to deflect the calls away from your customer support team to messaging channels and self-service channels while improving your customer satisfaction. Chatdesk Shift helps you reduce both your inbound call volume and your cost per call.
Chatdesk Shift is a low cost solution that lets you efficiently manage your customer calls by shifting them to more efficient channels. e.g. live chat, SMS, and social media. In these channels, your customer service agents are able to quickly handle large volumes of tickets, reducing wait times for customers.