The XCALLY Case Study - AnswerNet for Contact Centers
Omnichannel Approach

The XCALLY Case Study - AnswerNet for Contact Centers

Thanks to the innovative solutions of XCALLY SHUTTLE and MOTION also AnswerNet, leader of the contact center market in the USA and Canada, was able to choose our software solution to manage its services in an omnichannel perspective.
... of reading

AnswerNet , a leading provider of contact center and tele-messaging services in the United States and Canada, has successfully deployed a fully distributed solution using XCALLY SHUTTLE and MOTION technologies in more than 25 locations across North America.

XCALLY provided the software solution for drag and drop IVR, multi-skills agent management, voice capabilities and other channels such as email, web chat and social media communications.

The XCALLY API and integration with other management software

One of the key benefits that AnswerNet leveraged was also the XCALLY API , which is used to perform integration between the voice platform and other business process management software, such as messaging, scripting, CRM and billing platforms.

The solution runs on the cloud service hosted by Amazon AWS, and has been designed to provide the best level of security and scalability. AnswerNet agents benefit from the XCALLY phone bar, one of the best Omni Channel UXs. In addition, AnswerNet has added an integration with its messaging platform, leveraging the XCALLY CTI API .

The easy-to-supply IVR aided the design of queues and services. The fully drag and drop visual interface and advanced applications have enabled AnswerNet to create custom queues and business solutions for its customers.

The XCALLY API and integration with other management software
We chose XCALLY as our communications partner because we shared a vision of the future by recognizing that contact centers must be able to integrate multiple business processes across multiple communication channels. We continue to be impressed with how XCALLY has designed the best software solution that is easy to use even as new business applications are introduced.
Gary Pudles - President of AnswerNet

AnswerNet is able to add more channels and more integrations to the solution, using the improved XCALLY MOTI ON API. The current distribution provides services throughout the United States and Canada as AnswerNet supplies its nearly 700 agents with XCALLY’s Motion.

Working with the AnswerNet team has been fantastic, especially as we share the same vision in terms of evolving customer care. Additionally, we have been able to replicate our software solution to many AnswerNet sites throughout the United States. This is just the beginning of a strong partnership, which we believe will lead to one of the best user experiences within the US and Canadian Omnichannel contact center market.
Diego Gosmar - XCALLY CEO

XCALLY The Omnichannel Contact Center Software

XCALLY is the innovative Omnichannel solution that integrates AsteriskTM with the Shuttle and Motion technologies developed in the Xenialab research and development center. The solution provides one of the best omnichannel user experiences for voice , chat , email , sms , fax and other channels (social networks like Facebook, messaging apps like Whatsapp …) through standard API.

Discover XCALLY solutions