Real-World Case Studies and Customer Success Stories with XCALLY

XCALLY delivered an omnichannel platform for a major Brazilian IT services company. The client managed millions of citizen interactions monthly... and needed robust infrastructure, automation, and accessibility. XCALLY integrated IVR, chatbots, video calls, and CRM, meeting a 45-day deployment deadline. Results: 5 million calls/month, 60% IVR resolution, 1 million WhatsApp interactions with 90% chatbot resolution, and improved citizen experience.
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XCALLY Motion helped Mewecom deliver a cloud-based omnichannel contact center for a large public entity in Italy. The solution managed... 100 IVR codes, over 100 operators, and handled up to 4,000 calls daily. It enabled 24/7 citizen support, flexible agent scheduling, and integration with Microsoft Power BI. The project improved scalability, agent experience, and opened new communication channels for public administration.
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XCALLY Motion helped Mewecom build a cloud-based omnichannel contact center for a large public entity in Italy. The solution managed... 100 IVR codes, over 100 operators, and handled up to 4,000 calls daily. It enabled 24/7 service and flexible agent scheduling. Integration with Microsoft Power BI improved reporting for public agencies. The system scaled easily and supported new communication channels.
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XCALLY video channel helped a digital solutions provider in America improve customer service. The company used 200-300 licenses and integrated... Open Channel for better support. Customers and agents now connect easily by video for state aid and government bonus help. The solution offers secure, simple video calls and smart routing. The provider saw a big improvement in service quality and customer experience.
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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, WhatsApp, 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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XCALLY helped Mukuru, a leading financial services platform, improve customer service with an omnichannel solution. Mukuru integrated voice, WhatsApp, and... webchat channels using XCALLY. The unified interface and automated routing made operations faster and more efficient. Mukuru saw a big increase in digital engagement and better service quality. XCALLY enabled Mukuru to serve customers quickly across all channels.
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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 integration. 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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XCALLY helped Mukuru, a leading financial services platform, improve customer service with an omnichannel solution. Mukuru integrated voice, WhatsApp, and... webchat channels using XCALLY. The unified interface and automated routing boosted operational efficiency. Mukuru saw a 19% increase in voice answer rate and a 25% reduction in response time. Digital engagement and customer support quality also improved.
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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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XCALLY omnichannel software helped a leading fintech company in Nigeria improve loan recovery. The company needed to automate customer contact,... reduce outsourcing costs, and track loan activities. XCALLY enabled self-service support, automated debt collection, and provided a unified system for reporting. The company grew from 5 to 96 agents and increased monthly debt collection. XCALLY supported remote work and 24/7 contact center operations.
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XCALLY automated appointment notifications for a top Baltic teaching hospital. The hospital faced manual call bottlenecks and staff overload. XCALLY's... omnichannel solution integrated with their system, using IVR and automated calls to confirm, cancel, or reschedule appointments. Staff now focus on patient care, not repetitive calls. Slot utilization improved, errors dropped, and patient satisfaction increased.
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XCALLY helped a leading medical diagnostics group in Italy and Europe improve customer care during the COVID pandemic. The omnichannel platform... optimized inbound call flow and let staff work from home. XCALLY enabled integration with legacy systems and flexible analytics. During the first lockdown, daily call volume tripled and customer requests rose 300%. The solution reduced wait times and missed calls, and increased the number of call center agents.
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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 omnichannel 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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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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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. XCALLY 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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XCALLY Queue Manager helped a large Italian BPO operator boost agent utilization by 31% and cut workforce needs by 15%. The solution improved... SLA compliance from 83% to 97% and reduced overtime by 47%. Queue Manager enabled dynamic multi-client queue management, unified dashboards, and omnichannel integration. Agent satisfaction rose, and Net Promoter Score increased by 12 points. The BPO now handles 180,000+ monthly interactions with better efficiency and lower costs.
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XCALLY SHUTTLE and MOTION helped AnswerNet deploy a distributed contact center solution across 25+ sites in North America. The API XCALLY... enabled integration with messaging, CRM, and billing platforms. Nearly 700 agents now use XCALLY Motion for omnichannel customer service. The IVR and drag-and-drop tools improved queue design and service customization. AnswerNet benefits from enhanced security, scalability, and user experience.
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XCALLY SHUTTLE and MOTION helped AnswerNet deploy a distributed contact center solution across 25+ North American sites. The platform enabled... drag-and-drop IVR, multi-skill agent management, and omnichannel support including voice, email, chat, and social media. AnswerNet integrated XCALLY with its messaging, CRM, and billing systems using the XCALLY API. Nearly 700 agents now use XCALLY Motion, improving scalability and user experience. The solution runs on AWS for security and flexibility.
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Vidaoo helped Casaforte shorten contract finalization time and increase sales conversion. Casaforte used Vidaoo's video conference tool to engage leads... with a virtual desk and digital signature. Prospects joined video calls easily, learned about services, and signed contracts in real time. Casaforte fully digitized contract documents and improved lead management. The process became faster, smarter, and more professional.
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XCALLY helped a leading mobile virtual operator in Italy unify its distributed call centers. The company needed to standardize processes... and improve customer service. XCALLY implemented a centralized platform for call and ticket management, integrating with ZOHO Analytics. The solution reduced average ticket handling time by 15% and increased customer satisfaction by 20%. Operating costs dropped by 12% due to improved efficiency and technology simplification.
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XCALLY Motion helped Intred improve its VIP customer care with a custom IVR solution. Intred needed to manage VIP customer... requests quickly and route calls to the right agents. XCALLY integrated with Intred's Avaya system and set up a workflow for 10 agents on 30 voice channels. Over time, Intred expanded to 100 agents using XCALLY Motion for all customer service. The solution now connects with Intred's ticketing system for more personalized service.
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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 Avaya 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 Queue Manager helped a large Italian BPO operator manage over 180,000 monthly interactions across voice, email, chat, and social media. The company faced... challenges with SLA compliance, agent allocation, and multi-client complexity. XCALLY provided a dynamic multi-customer queue management system and unified dashboard. This improved agent utilization, SLA compliance, and operator satisfaction while reducing overtime costs.
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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 translate, 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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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 that 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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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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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 easier 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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