• 7602 Madison Ave Cleveland, Ohio
    Al Mahmoudia Canal Al Karam Compound, Al Kawthar Building Alexandria, Egypt

    XCALLY MOTION, one of the first Omni Channel solution integrated with AsteriskTM and the most innovative real time solutions available on the market.

    Motion provides multiple channel management with a unique integrated system, thus allowing the following benefits:

    • The customer care agents could manage several channel interactions according to their SKILLS andCAPACITY: for example the agent John could manage 1 concurrent voice call and 2 concurrent web chat interactions, whereas agent Alicia could manage 1 concurrent call, zero web chats and 3 emails.
    • The supervisors can access to the interaction history in the Contact Management module, being able to analyze the entire Customer Journey.
    • Real Time Dashboards are Multi-Channels.
    • Analytics are Multi-Channels.
    • The Routing logic can be configured per each channel according to effective strategies: for example the web chat messages can be routed inside a Queue (group of agents) for 30 seconds, than to a secondary Queue (another group of agents) after 60 seconds, or to some specific agents, etc… etc… The same for Email, SMS and further channels we are going to add inside the solution.
    • Triggers and Automations can be configured to design effective event driven or automatic behaviors.

    What more?

    Omni channel is really cool, however Motion provides more amazing new features, like the following ones:

    • Custom Dashboards: besides the standard real time dashboards, you are now able to create your own custom dashboards!
    • Bulk agent creation: speed-up your setup in case you need to create many agents quickly
    • Optimized Analytics: reports have been improved to provide even better experiences to your customer care managers
    • JScripty: the advanced Drag and Drop Scripting tools for your call center surveys
    • Marketplace: a new set of optimized integrations with 3rd party applications (i.e. Zendesk, Salesforce and more…)
    • API: a new full set of RESTful interface to interact with XCALLY Motion
    • Optimized Phone bar: the new Omni channel client application for your agents
    • Dialer: the Tiger Dial optimized dialer for Motion
    • Mobile App: the XCALLY Motion phone bar for Android
    • Open Channel: do you need to add your own favorite channel? It’s easy with our Open Channel API!

    This is all quite cool… So where and how to begin?

    It’s important you play with the solution, starting form the installation procedure and initial checks moving then to the detailed omni channeland optional module configurations

    Contact Us

    For A live Demo and Pricing , please contact us

    More about Your Call Center

    Tell us more about your call center

    Report name

    Motion

    Shuttle

    Same for Motion and Shuttle

    Queues – Details x
    Queues- Answered –  Details x x x
    Queues- Answered – Calls by Agent x x x
    Queues- Answered – Calls by Queue x x x
    Queues- Answered – Answer Time by Queue x Service level x
    Queues- Answered – Disconnection Cause x x x
    Queue – Answered – Transferred x x x
    Queues – Unanswered – Details
    x x x
    Queues – Unanswered – Unanswered by Queue x Calls by Queue x
    Queues – Unanswered – Exit Cause  x Disconnection Cause x
    Queues – Unanswered – Abandon Time by Queue  x
    Queues – Distribution – Calls by Queue
    x
    Queues – Distribution – Calls by Date x x x
    Queues – Distribution – Calls by Hour x x x
    Queues – Distribution – Calls by Day  x x x
    Calls – Details x cdr x
    Calls – Outbound x x x
    Calls – Calls by type x
    Calls – Outbound Calls Disposition x
    Agents – Pause time x x x
    Agents – Login time x x x
    Agents – Details x x x
    Cally Square x x x

     

    Reports currently not available on Motion

    Queue / Answered / Summary (deprecated) does not provide useful data. On Motion, please use Queues – Details.
    Queue / Answered / Calls by Agent / Queue redundant report.
    Queue / Unanswered / Summary (deprecated) does not provide useful data. On Motion, please use Queues – Details.
    Queue / Unanswered / abandoned redundant (you can get these data filtering the Details report).
    Queue / Unanswered / timeout redundant (you can get these data filtering the Details report).
    Queue / Distribution / Call by month (deprecated) please refer to the example date/hour/day in order to develop this kind of report.
    Calls answered, busy, congestion, failed, etc you can get these data filtering the Calls – Details report.
    Agent Stats / Pause / Pause Total (deprecated)

    Core Modules

    Voice Channel & IVR Designer

    PLUS

    OMNI-GOLD

    DIALER-GOLD
    ULTIMATE
    Call Recording
    Call Control
    Motion Bar

    External SIP client/hard phone support

    Monitor, Whisper and Barge-in

    Inbound ACD multi-strategy

    Call Queues

    Multicampaign Queue Management

    Queue priority

    Skill based routing

    Outbound Call routing

    Time based Call routing

    Call forwarding

    Advanced call routing

    Click-to-Call

    Voicemail

    IVR Visual Drag&Drop

    Accounts

    PLUS OMNI-GOLD DIALER-GOLD ULTIMATE
    Multi user web interface

    User permissions

    Monitoring & Reporting

    PLUS OMNI-GOLD DIALER-GOLD ULTIMATE
    Agent status Control

    Realtime Dashboard

    Current and historical reporting

    Custom Reports

    Prebuilt Reports

    Data export

    Scheduled reports

    Integrations

    PLUS OMNI-GOLD DIALER-GOLD ULTIMATE
    Motion Bar Popup
    Web Service API
    Marketplace 3rd party app Integrations
    Database integration (odbc)
    CTI
    Custom fields

    Tools

    PLUS OMNI-GOLD DIALER-GOLD ULTIMATE
    Custom dashboard designer
    Tags

    Triggers, automations and scheduler

    Sounds management

    Variables

    Multi Pause management

    Advanced Modules

    Modules

    PLUS
    OMNI-GOLD
    DIALER-GOLD
    ULTIMATE
    Contact Management
    Motion Dialer
    JScripty

    Omnichannel Modules

    Modules and features PLUS OMNI-GOLD DIALER-GOLD ULTIMATE
    Real time agent-channel assignment
    Chat / Email / SMS management
    Comprehensive Contact History
    Customer journey
    Canned answers
    Multi-strategy routing
    Fidelity option
    Capacity based routing
    Interaction status and disposition
    Template management