xCALLY Motion Multichannel Asterisk Contact Centre
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Transcript of xCALLY Motion Multichannel Asterisk Contact Centre
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
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Multi-Channel“”
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VOICE EMAIL WEBCHAT FAX
SYSTEM 1 SYSTEM 2 SYSTEM N…
MULTI CHANNEL
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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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MULTI CHANNEL
The customer care agents could manage several channel interactions
according to their SKILLS and CAPACITY
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Asterisk community conference
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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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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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Source: Aberdeen Group
CEM: Customer Experience Management
…SOME RESULTS
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Source: Frost & Sullivan research
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Omni-ChannelPlus CTI…
“
”
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Source: Frost & Sullivan research
Asterisk community conference
Johannesburg 2016www.xcally.com
IVR
Fax
Dashboards ReportsCTIConnectors
WebChat
SMS…
Fax
APIUNIFIED
AGENT
DESKTOP
Contact
Manager
&
Scripting
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Let’s walk through the main modules…
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WebChat
SMS…
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UNIFIED
AGENT
DESKTOP
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Johannesburg 2016
Source: Frost & Sullivan research
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Asterisk community conference
Johannesburg 2016
Contact
Manager
&
Scripting
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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": "[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
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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