Case Study: Mukuru enhances omnichannel customer service with XCALLY

Mukuru improves voice answer rates by 19% with XCALLY

Mukuru, a leading next-generation financial services platform, needed an omnichannel solution to seamlessly integrate their voice and digital customer service channels. The company contacted XCALLY to help transition their operations, requiring a centralized interface and specific capabilities like WhatsApp and Webchat to ensure swift and professional service across all customer touchpoints.

XCALLY provided a tailored omnichannel solution that included comprehensive voice functionality, WhatsApp support, and an IVR system, all integrated into a unified agent interface. The implementation led to significant results for Mukuru, including a 19% improvement in voice answer rates and a 25% reduction in the time taken to answer inquiries. XCALLY's solution also successfully handled 100% of calls and digital chats through automated assignment, increasing digital engagement and streamlining operations.

Mukuru