XCALLY

What does a Product Knowledge Specialist at XCALLY do? A Product Knowledge Specialist at XCALLY is responsible for creating, updating and managing technical documentation for the products. She also develops and conducts training sessions for customers, partners and internal team members, ensuring that everyone has a clear and detailed understanding of the functionality and applications of XCALLY products. Whoever fills this role possesses at least three key characteristics: 1) Human Encyclopedia, due to her technical expertise and obsessive attention to detail, the Product Knowledge Specialist creates manuals so clear and well-structured that even an alien could understand how to use XCALLY products; 2) XCALLY Instructor, she organizes and delivers multilingual training sessions to explain to international partners and customers the functionality of XCALLY's products and issue the relevant product certifications 3) Productive First Aid, she contributes to the implementation of tools and processes that improve customer experience and support request management. Do you want to work for XCALLY? Submit your unsolicited application: https://bit.ly/3Mclasc #XCALLY #XCALLYpeople #team #tech #job #software #customerexperience #customersatisfaction #hiring

XCALLY has been recognized as a Category Leader by GetApp in both the Call Center and Auto Dialer categories. The Category Leaders rankings highlight top-rated software products across, based on end-user ratings in five crucial areas: ease of use, value for money, functionality, customer support, and likelihood to recommend. Discover more about XCALLY on our website: https://bit.ly/3UKd3Ik #XCALLY #software #technology #reviews #automation #customerexperience

The term human-in-the-loop (HITL) refers to an approach in which humans play an active role in all stages of the life cycle of Artificial Intelligence (AI) and machine learning (ML) algorithms. Here are five reasons why the human touch is critical in this process. 1) Data quality: humans can label data more accurately, ensuring that AI learns from information of high quality and relevance. 2) Insight and creativity: although AI can process huge amounts of data, human qualities such as creativity and intuition are essential for making more informed and contextual decisions. 3) Error correction: even the most advanced algorithms can make mistakes. When an AI is too sure of a wrong decision or is unable to make a judgment call, human intervention to correct it is crucial. This continuous feedback loop allows AI to grow and improve over time. 4) Ethics and accountability: AI use must be responsible, and human input is critical to avoid bias and prejudice in decisions made by algorithms. 5) Adaptation to new situations: algorithms may have difficulty recognizing contexts they have never encountered before. Humans can guide AI in these situations, increasing the flexibility and effectiveness of the system. An example that illustrates well the concept of human-in-the-loop is the action movie Big Hero 6, where Hiro and his friend Baymax work together to face challenges. Their collaboration perfectly symbolizes how human support can enhance AI capabilities, leading to more effective and innovative solutions. #XCALLY #software #technology #reviews #automation #customerexperience

Sentiment analysis is a vital tool for understanding customers' emotions and opinions about a brand, product, or service. By analyzing sentiment, companies can gain valuable insights into how customers perceive their offerings, identify areas for improvement, and optimize audience interaction. The trust metrics provided by sentiment analysis help quantify the reliability of analysis and provide a clear view of the sentiment expressed by customers. In the context of XCALLY Quality Analysis, sentiment analysis is one of the key functionalities to improve customer service. Companies can deepen sentiment analysis, monitor customer satisfaction levels, and make informed decisions to optimize their service strategies and processes. Contact us to know more: https://bit.ly/4cUsJ2n #XCALLY #software #technology #qualityanalysis #automation #customerexperience #sentimentanalysis

What does an HR Senior Recruiting & People Development do and what ties are there to the dream of becoming a radio speaker? Fabiana Di Marco reveals her world, explaining what it means to hold an HR role at XCALLY and what aspects of her job she is most passionate about. In this interview we will discover together how her aspiration for communication and human connection is reflected in the management and development of people within the company. #XCALLY #technology #automation #customerexperience

In the year Alessandro Mucciarone was born, “Matrix” debuted at the cinema. As a child, Alessandro did not dream of becoming an hacker like the main character of the famous movie, rather a footballer player. Today, in his role as Tester, Alessandro analyzes and verifies every feature of the software, ensuring that it is flawless and ready for the “field”, that is, for use by customers. His ability to find and fix bugs is comparable to looking for weaknesses in the opponent during a soccer game, making him a key element in ensuring the quality and reliability of XCALLY products. And if we don't hear his name shouted inside a stadium, we can be sure that if one of XCALLY's products scores a goal in the hearts of our customers, it may have his hand in it. #XCALLY #software #technology #whatsapp #automation #customerexperience

What is Quality Analytics? It is a solution that leverages Artificial Intelligence to analyze call recordings, improving customer experience and service team performance. At XCALLY, we have created a solution that includes automated transcription, sentiment analysis, post-call analysis, and QA categories, all designed to optimize service delivery and drive continuous improvement. Read the article to learn more: https://bit.ly/3WDBqJ2 #XCALLY #software #technology #automation #customerexperience #blog

Without proper management, databases can quickly fill up with old or redundant data, causing problems such as running out of storage space, interruption of services and difficulty in managing historical data. Have you also encountered any of these problems? In XCALLY, the Professional Service team has created a plugin called Data Retention that allows you to automatically delete, back up, or copy data in your database, such as voice recordings, emails, and interaction attachments, based on a defined time interval. Don't let space issues affect your operations, read our document to learn more about this plugin and contact us for more information: https://bit.ly/4cUsJ2n #XCALLY #software #technology #automation #customerexperience #plugin

Delivering exceptional customer experiences is crucial for sustainable growth, but achieving this across multiple channels is challenging. Understanding customer sentiment like what buyers think and feel, goes beyond merely listening to their words and measuring customer sentiment is key to impressing and retaining customers. The guide by CX Today explains customer sentiment, how to measure it and steps to improve it. Discover the full guide and insights from Felice Briscese, Customer Success & After Sales, and Serena Durante, Marketing Manager at XCALLY: https://bit.ly/3WDBhFu #XCALLY #software #technology #automation #customerexperience

WhatsApp isn't just for chatting with friends and family anymore. WhatsApp's popularity as the world's most-used platform after Facebook and YouTube isn't a coincidence. Have you thought about how integrating WhatsApp could revolutionize your customer service? At XCALLY, we've developed XCALLY Instant to boost customer engagement, streamline operational costs and provide more responsive, personalized service by effortlessly managing both inbound and outbound interactions directly through WhatsApp. Curious about who benefits most from this service? Explore our document for more insights and visit our website: https://bit.ly/3WgrIuw #XCALLY #software #technology #whatsapp #automation #customerexperience