Because of the integration of 3CX with Teams, all landline telephones are removed from the desks and employees no longer have to forward calls to their private mobiles when they leave the office. Everyone can work in the same way from any location and no additional hardware is needed. Employees can also easily switch from a telephone call to a video call with each other and invite a colleague to join a call at the same time.
With the implementation of Xcally, the Customer Service Center can use new features such as the ability to easily listen back to conversations and see how many customers are in the queue for their line.
In addition, Xcally has extensive reporting options, which gives the supervisors more insight into the various KPIs and makes it easier to report to the various producers.
3CX and Xcally are integrated with each other to some degree. This means that office staff and supervisors can call each other whenever they want. And the agents can keep in touch with the office staff via Teams chat for questions that don’t require the involvement of the supervisor.