INGO and XCALLY: a winning partnership for an omnichannel contact center

In the article featured on the XCALLY blog, we detail the case study related to the implementation of omnichannel software within INGO's hybrid BPO reality.

INGO has chosen to adopt the omnichannel platform XCALLY to optimize the management of its contact center. This decision has led to a number of significant improvements in operational efficiency and customer satisfaction.

Objectives of implementation

INGO’s main goal was to integrate and optimize customer support services to provide a smooth and consistent user experience across multiple communication channels, including voice, email, chat, and WhatsApp. The choice of XCALLY was motivated by the need for a customizable and scalable solution that could adapt to the company’s specific needs.

Implementation and results

The project began in late 2022, with the first beta testing of the migration to the new system carried out in October 2023. By mid-2024, the transition to XCALLY was successfully completed. Currently, more than 90 percent of INGO’s services are handled through the XCALLY platform, with more than 10,000 calls handled daily and 307 active services.

Conclusion

The collaboration between INGO and XCALLY demonstrates how the adoption of advanced technology solutions can significantly improve customer service management, delivering a high-quality user experience and contributing to the company’s overall success.

For more details, you can see the full case study on the official XCALLY website: Case Study: using XCALLY to manage INGO’s Contact Center..