Case Study: a leading logistics company boosts contact center productivity with XCALLY

How artificial intelligence helps contact center management

A leading logistics company needed a centralized system to manage its call center. Its previous, static solution lacked cloud capabilities and reporting tools, preventing proactive customer interaction and business growth. The company turned to XCALLY for an omnichannel contact center solution to address these challenges.

XCALLY implemented its platform, including an on-premise system with a cloud-based backup. This provided the company with new omnichannel capabilities to interact with customers via Facebook, WhatsApp, and email, and an automated call system for address verification. The use of XCALLY increased productivity and business volume, while the new analytics and reporting modules provided useful information that improved work activity and increased customer satisfaction.