Case Study: Tahya Misr manages hundreds of daily COVID-19 aid requests with XCALLY Motion

Tahya Misr - Customer Case Study

Tahya Misr, a fundraising entity in Egypt, faced the challenge of scaling its operations to manage a massive increase in requests for aid during the COVID-19 pandemic. To support citizens across the country, they needed to quickly implement a robust omnichannel call center solution capable of handling donations and aid requests from individuals, entities, and the government. They turned to vendor XCALLY and their partner Hosted Services to address this urgent need using the XCALLY Motion platform.

XCALLY implemented its Motion call center software, which provided essential modules including voice for call management, a self-service IVR for callers to register their needs, and Jscripty for equipping agents with scripts to handle COVID-19 related inquiries. This solution enabled a team of just over ten agents to efficiently manage hundreds of daily requests. The measurable impact was significant, with the project aiding 27 districts, 4 governmental sectors, and countless individuals, while successfully managing a doubling of inbound calls during the crisis.

Tahya Misr