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Case history

xCALLY – ZALORA Fashion & Beauty e-Commerce

ZALORA chooses xCALLY to deploy new customer care center operations

Kuala Lumpur – Malaysia, June 2013:

Starting with its customer care center in Malaysia, ZALORA, South-East Asia’s fastest-growing online fashion and beauty retailer, is using xCALLY as its main customer care center solution.

xCALLY has been deployed to manage the Inbound multi-skill based routing optimization on Asterisk, the complex Database-driven drag-and-drop IVR, and the integration of the Zendesk Cloud-based Ticketing solution.

“Deploying xCALLY is an interesting new development for us on the customer service front – Given the user-friendly interfaces and the variety of tools available to both agents and supervisors, we’re confident that the software can help us in increasing our operational efficiency,” commented Michele Ferrario, ZALORA Managing Director.

“We were particularly impressed with the speed of deployment, and flexibility of the solution. The new IVR gives us the ability to query our database and play back mesages to the customer, informing them of the current status of their order, reducing our call volumes. It has also improved our reporting, giving us better visibilty on our data.” Rostin Javadi, ZALORA Malaysia Managing Director.

“We designed xCALLY to provide the best user experience for our customers using a professional Asterisk Contact Center suite” states Diego Gosmar, Xenialab CEO, “In Italy, our company strengths are in customer experience and design, so we are particularly proud to be able to provide our solution to one of the largest fashion & beauty e-tailer in Asia.”

xCALLY has been designed to provide an efficient user experience to both the contact center agents – through the xCALLY multi-channel CTI Telephone bar – and the contact center supervisors, via the configuration interfaces and advanced reporting tools.

About ZALORA Founded in early 2012, ZALORA is South-East Asia’s fastest-growing online fashion and beauty retailer, with presence in Singapore, Indonesia, Malaysia, the Philippines, Thailand, Vietnam, Hong Kong, Taiwan and Brunei. After just a year of operation, the company has already achieved annualized double-digit million USD revenues and employs more than 1000 people in 8 markets. ZALORA’s localized sites offer an extensive selection of over 500 top international and local brands and over 15,000 products across apparel, shoes, accessories, and beauty categories - For men, women and children - All with a thread of impeccable style woven through for shoppers to craft their desired styles. An online shopping destination with endless fashion possibilities, ZALORA indulges every taste and preference on its convenient e-commerce platform with a thirty-day free returns policy, speedy deliveries within 2-3 working days, free delivery available, and multiple payment methods including cash-on-delivery. For more information, please visit www.zalora.com

About xCALLY

At Xenialab, we believe, everyone can build its own customer care… Everywhere… Anytime… according to their needs.For this reason we built the xCALLY product suite: a multi channel and powerful contact center software simple, scalable and fast to deploy. We wanna be the enabler of the new technology shift asked by the customer care growing market: Asterisk based and ready for the Cloud!

+ ZALORA Malaysia Unit A-5-1, Level 5, Block A, Southgate Commercial Centre, No. 2, Jalan Dua, Off Jalan Chan Sow Lin, 55200 Kuala Lumpur - Malaysia

www.zalora.com.my

xCALLY is powered by XENIALAB

Corso Vittorio Emanuele 111 Torino, 10128 Italy

www.xcally.com

ZALORA Malaysia