customer experience

The customer journey mapping is a useful tool because it enables companies to understand the entire journey that customers take. This methodology enables the identification of customer touch points and analysis of customer experiences, emotions, and…

In the dynamic world of contact centers and enterprise communications, theautomationhas become an essential component in improving operational efficiency and customer experience. Automation triggers are useful and very important tools in managing the automation of interactions…

The world of communication between companies and customers is constantly evolving. Today, it is no longer enough to offer quality customer service through one channel: it is necessary to be present and responsive on all communication…

In recent years, the world of customer care has undergone a radical transformation. With the advent of technology and the widespread use of mobile devices, customers have gained unprecedented power. Today, end-users can interact with companies…

Data management is a crucial aspect for any business, as accurate cataloging and retention of information is essential for smooth operations. It is important to ensure data is stored securely and backed up effectively to avoid…

How XCALLY was born XCALLY was born from the passion of a group of contact center professionals and their vision of what customer care should be. Since 1996, experimenting with Voice over IP solutions and using…