Contact Center: How Feature-Rich Mobile Functionality Enhances Service and Efficiency

Leading software provider XCALLY on the benefits of its ‘anywhere’ app

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Contact Center How Feature-Rich Mobile Functionality Enhances Service and Efficiency - CX Today News
Contact CentreInsights

Published: July 29, 2024

Simon Wright - DP

Simon Wright

Mobility is about more than just convenience. 

Sure, palm-of-the-hand online accessibility means we can do pretty much anything from pretty much anywhere but, for businesses, empowering workforce mobility comes with added benefits too. 

Replicate in-office systems and processes onto a laptop, smartphone, tablet, or watch, and suddenly employees are no longer tied to a location, a desk or even a particular shift pattern. 

Businesses can hire and deploy staff anywhere in the world; those staff can fit work more easily around the rest of their lives without compromising productivity; and there is no longer a need for costly physical real estate or environmentally-damaging travel. 

The bottom line? Mobility drives game-changing commercial efficiencies as well as enhancing the wider communication experience. And, in the customer service and contact center space, that is a potent combination capable of delivering huge gains everywhere. Businesses (and their IT service provider partners) that are keen to capitalize on those opportunities must ensure they have the tools to make it happen.         

“Working flexibly whilst simultaneously ensuring operational continuity have become essential imperatives for many companies – enabling agents to manage their work effectively and efficiently wherever they are is fundamental to delivering on those aims,” says Christian Orlandi, CEO at leading global contact center software provider XCALLY, whose just-launched mobile app does exactly that. 

“XCALLY Mobile is a simple to use and intuitive iOS and Android application that gives users instantaneous access to the tools they are used to using and the data on which they depend to deliver exceptional customer service. Brilliantly, it’s all now possible from literally anywhere.” 

XCALLY Mobile offers a wide range of features to improve call management and simplify operational workflows, all via an intuitive and easy-to-navigate interface. Features include inbound and outbound calling, internal routing, call transfer, queue monitoring, call recording, call history, contact management, and much more. 

When receiving new calls from internal, inbound and outbound queues, agents are notified via push notifications, meaning they are always ready to respond to customer requests, regardless of their location. Up-to-date insights provide remote agents, field technicians, external sales teams, or staff working in disparate locations with visibility into the customer journey, enabling them to anticipate customer needs and proactively offer assistance. If agents need support from a colleague in order to serve a customer, they can do so anytime via the internal messenger, even when talking on the phone. This means that they can request or exchange important information in real-time, increasing the efficiency and quality of the service provided. 

In addition, the app automatically records conversations for quality assurance, training, and compliance purposes; a status management function enables agents to update and display their availability for optimum call routing efficiency; and contacts management functionality organizes and provides access to customer information efficiently for personalized interactions and follow-ups. 

“The XCALLY Mobile app is particularly useful for companies that offer on-demand phone availability or have remote agents,” says Orlandi. 

“With this application, professionals can always be available, regardless of their location. This increases operational flexibility and enables businesses to provide better service to their customers. If you’re looking for a comprehensive solution for mobile workforce management, XCALLY Mobile is the ideal application. It provides all the necessary features to manage calls, collaborate with colleagues, and deliver quality customer service wherever you are.” 

 To learn more about how XCALLY Mobile can help your and your customers’ businesses drive efficiency and enhance customer service, click here. 

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