Case Study: Optimizing Customer-Agent Interaction through XCALLY's video channel system

This case study focuses on the implementation of the XCALLY video channel system., an advanced WebRTC-based video conferencing solution, to enhance the interaction experience between customers and customer service agents.

The Client

The client, a digital solutions provider in America, adopted XCALLY and the video channel system with full licensing and integration with Open Channel to support its operations.

Why is video channel used

With a deployment of about 200-300 licenses, the customer uses XCALLY's video channel to facilitate communications inherent in their country's government aid and government bonuses. XCALLY Motion V3's video Web application architecture is designed to provide intelligent management of video routing to customer service agents based on queue distribution and skills. It also offers easy configuration and provides excellent IT-side security.

Usage Scenarios

There are two main scenarios in which a customer can take full advantage of the video channel solution:

Scenario 1

Customers can initiate video communications with agents through a simple button on Web browsers on PCs, mobile devices, and Kiosks. The process involves creating the button, activating the Web project, authenticating to the video channel, and connecting XCALLY to the video channel system to ensure smooth communication.

Scenario 2

Agents can trigger a video session during a chat interaction by generating a Web link to share with the customer for . This feature, triggered by clicking "Start Video Call," provides an immediate alternative for engaging customers in more interactive conversations.

Overview of Video Channel Calls

Once the video call is initiated following one of two scenarios, both customers and agents can manage the communication intuitively. From options to turn on/off video and audio, switch to full screen mode, or use other customized features, the experience is engaging and easy to manage. At the end of the call, both parties can easily exit the meeting by pressing the "Leave" button.

Benefits and Conclusions

Video channel integration with XCALLY Motion V3 enabled the client to offer advanced and engaging interaction between customers and customer service agents.
Thanks to the flexible architecture and intuitive features of XCALLY, the client was able to significantly improve the quality of service provided, ensuring an optimal communication experience.