Real-World Case Studies and Customer Success Stories with XCALLY

A leading Italian consumer electronics retailer wanted to improve customer care for their e-commerce business. They needed to automate repetitive requests and manage product tracking more efficiently.... XCALLY implemented an omnichannel solution with 20 active servers and integrated systems like Salesforce and SAP Hybris. The solution included a custom IVR and automatic ticketing. As a result, 15% of calls are now handled by self-service, and 85% go to specialized operators. The company saw better process efficiency and improved customer experience.
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A leading company in the logistics sector needed a better way to manage their call center. Their old system was static and did not allow cloud work or good reporting. DVCOM Technology set up the XCAL...LY omnichannel contact center solution for them. The new system let them interact with customers on Facebook, WhatsApp, and email. They also set up automated calls for address checks. After using XCALLY, the company saw higher productivity and more business. They also improved customer satisfaction with better analytics and reports.
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A logistics company improved contact center efficiency and business outcomes by using XCALLY's omnichannel tools, integrating AI for better management and analytics.

Rodd Hotels & Resorts had a problem when their servers failed. They needed better reports and a flexible system for their call center. XCALLY gave them a new solution that worked with their old phone... and booking systems. The new system let them track calls, agent performance, and wait times. They could make custom reports and had a fixed cost. The company now has better control and is happy with the support from XCALLY.
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Rodd Hotels & Resorts had a problem when their server failed and they lost analytics and reporting. They needed better reports and a system that could fit their needs. XCALLY gave them a solution tha...t worked with their phone, booking, and email systems. The new system let them track calls, agent work, and waiting times. They could make custom reports and plan their budget with a fixed cost. The customer said they were very happy with the new system and support.
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Key IVR wanted to improve customer service and payment experiences. They partnered with XCALLY to use an omnichannel automation platform. This integration allowed Key IVR to manage customer requests ...from many channels in one place. It also made the payment process secure and automated. The partnership helped both companies offer better service and efficiency.
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This case study explores how Mukuru collaborated with XCALLY to enhance their financial services by integrating voice and digital communication. The partnership resulted in significant improvements i...n operational efficiency, customer engagement, and service quality.
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Omnichannel software improved loan recovery for a fintech company using XCALLY Motion, integrating multiple communication channels.

A leading fintech company in Nigeria wanted to improve customer service and loan recovery. Their old system could not manage support or automate reports. They used XCALLY to create an automated self-...service system and track loans. XCALLY helped agents track calls and meet daily goals. Debt collection increased each month. The company grew from five to 96 agents and is still expanding.
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XCALLY helped Fido, a fintech company in Ghana and Uganda, improve financial inclusion. Fido needed to automate customer outreach and boost efficiency. XCALLY provided a dialer, IVR, and SMS integrat...ion. Fido grew from 10 to 41 agents after using XCALLY. The solution improved customer communication and service quality. Fido now delivers faster, more reliable financial services.
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Fido is a financial technology company in Ghana and Uganda. They had trouble reaching customers because their old tool only let them contact one person at a time. Fido chose XCALLY for its automated ...telephone dialer and easy integration. They started with 10 agents using XCALLY and grew to 41 agents. With XCALLY's dialer, IVR, and SMS features, Fido improved customer communication and service quality. This helped them grow and support financial inclusion in Africa.
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Mukuru needed a better way to help customers across many channels. They wanted to use both voice and digital tools for customer service. XCALLY gave them a solution with voice, WhatsApp, and webchat.... Agents could help customers from one place. After using XCALLY, Mukuru saw more digital engagement. They improved how fast they answered calls by 19%. The time to answer customer questions dropped by 25%.
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Casaforte wanted to turn more leads into customers. They used Vidaoo, a video conferencing tool from Xenialab. This tool let staff meet with customers online and sign contracts digitally. Customers c...ould join video calls easily and see contract details. Casaforte finished contracts faster and increased the number of sales. They also made all contract paperwork digital and improved their sales process.
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Fundació Ajuda i Esperança needed a simple cloud platform to manage WhatsApp requests for people in crisis. Their team of volunteers required an easy-to-use system to handle messages and workflows. X...CALLY and its partners helped port their Spanish number and enabled the management of all WhatsApp communications, including voice attachments. The solution improved efficiency and allowed agents to support people through various channels. Supervisors now have better visibility and statistics on agent performance. The service is now live in Spain to help those in need.
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A government agency needed a better way to help victims of gender-based violence. They wanted to talk with people who spoke different languages in real time. Before, they used a third person to trans...late, which was slow and costly. XCALLY made a plugin called Live Call Translator. It lets operators translate and transcribe calls right away. Now, the agency can help more people quickly and safely.
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XCALLY delivered an omnichannel customer experience platform for a major Brazilian IT services company. The company needed to manage millions of citizen interactions monthly across voice, chat, Whats...App, Telegram, and video, with 300 operators and 900 IVR channels. XCALLY integrated all channels, automated responses with AI chatbots, and enabled sign language video calls. Results included 5 million calls per month with 60% resolved by IVR, 1 million WhatsApp and outbound calls monthly, and high chatbot resolution rates across channels. The solution improved efficiency, accessibility, and citizen satisfaction in public services.
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A digital solutions provider in America wanted to improve how their agents talk to customers. They used XCALLY's video channel system with about 200-300 licenses. The system let customers and agents ...start video calls easily from web browsers, mobile devices, and kiosks. Agents could also start video calls during chat sessions. The new system made communication easier and more engaging. The client improved their service quality and gave customers a better experience.
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Answernet implemented XCALLY's omnichannel call center software across 25 North American sites, enhancing communication via voice, email, web chat, and social media, leading to improved customer enga...gement.
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A leading mobile virtual operator in Italy had customer service spread across two separate call centers. They wanted to give customers a consistent experience and make their operations more efficient.... XCALLY introduced a Service Delivery Manager and a single software platform for both providers. This helped standardize processes and improve communication. The company saw a 15% reduction in average ticket handling time, a 20% increase in customer satisfaction, and a 12% reduction in operating costs.
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Intred wanted to improve their VIP customer care. They needed a way to handle calls quickly and send them to the right support team. XCALLY set up a custom IVR system and connected it with Intred's A...vaya system. They started with 10 agents and now have 100 agents using XCALLY Motion. The new system helps Intred give better service to their customers.
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XCALLY automated appointment notifications for a major university hospital in Eastern Europe. The hospital faced manual workload, staff stress, and errors in patient communications. XCALLY delivered ...an automated call system with IVR, real-time integration, and a dashboard for tracking. The solution freed up staff, improved appointment slot management, and ensured instant updates. The hospital now manages patient notifications more efficiently and accurately.
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XCALLY helped Avon Healthcare Limited improve its contact center operations. Avon HMO needed a better way to manage high volumes of customer interactions and reduce wait times. XCALLY provided an omn...ichannel solution with instant customer recognition, unified dashboards, and API integration. Avon HMO saw faster agent response times, more calls handled, and shorter wait times. The new system made service more efficient and personalized for customers.
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A leading medical diagnostic group in Italy and Europe wanted to improve customer care during the Covid pandemic. They needed better control over call center operations and to reduce wait times. XCAL...LY provided a multichannel platform with easy IVR setup and analytics. The solution let staff work from home and manage more calls. During the first lockdown, calls increased by 300%. The company hired more operators and plans to expand the system further.
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Lombarda Motori wanted to modernize its communication system and improve customer service. They needed a better way to manage their WhatsApp for Business channel and make communication with customers... faster and easier. XCALLY provided an omnichannel platform that integrated WhatsApp and created a dedicated environment for contact management. As a result, Lombarda Motori improved customer experience, made communication between departments smoother, and automated some processes. This helped their staff save time and focus on more important tasks.
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A large company in the pharmaceutical sector needed to improve how it managed patient care. They wanted to help patients using phone and SMS, and needed a system that worked all day, every day. NetVa...lue used XCALLY to build a cloud-based system that let staff help patients from anywhere and connect with other software. The new system now handles over 60,000 patient requests each year and supports more than 13,000 patients. The company saw fewer hospital visits, better care at home, and patients found it easier to manage their treatments.
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XCALLY Motion helped a large medical care outsourcing company in the pharmaceutical sector improve patient support. The company needed to manage patient communication across phone and SMS, ensure 24/...7 service, and integrate with CRM systems. Mewecom implemented XCALLY's omnichannel cloud solution, enabling flexible operator schedules and real-time monitoring. The operations center now handles over 60,000 patient inquiries yearly, supports 13,000+ patients, and works with 1,000 physicians and 250 care centers. Results include fewer hospital admissions, better treatment adherence, and improved patient quality of life.
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INGO wanted to improve its contact center operations. They used XCALLY to replace their old management software. XCALLY helped them manage customer service across many channels. The change made it ea...sier for agents to use the system. They faced challenges with training and system integration. With XCALLY, they improved how they serve their clients.
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