{"id":7709,"date":"2025-03-14T14:50:58","date_gmt":"2025-03-14T13:50:58","guid":{"rendered":"https:\/\/ingo.it\/?p=7709"},"modified":"2025-06-10T12:26:55","modified_gmt":"2025-06-10T10:26:55","slug":"ingo-and-xcally-a-winning-partnership-for-an-omnichannel-contact-center","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/talking-about-ingo\/ingo-and-xcally-a-winning-partnership-for-an-omnichannel-contact-center\/","title":{"rendered":"INGO and XCALLY: a winning partnership for an omnichannel contact center"},"content":{"rendered":"\n<p><strong><a href=\"https:\/\/ingo.it\/en\/contact-us\/\">INGO <\/a><\/strong>has chosen to adopt the omnichannel platform <strong><a href=\"https:\/\/www.xcally.com\/\">XCALLY <\/a><\/strong>to optimize the management of its contact center. This decision has led to a <strong>number of significant improvements in operational efficiency and customer satisfaction<\/strong>. <\/p>\n\n<h2 class=\"wp-block-heading\">Objectives of implementation<\/h2>\n\n<p>INGO&#8217;s main goal was to<strong> integrate and optimize customer support services<\/strong> 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 <strong>a customizable and scalable solution<\/strong> that could adapt to the company&#8217;s specific needs. <\/p>\n\n<h3 class=\"wp-block-heading\">Implementation and results<\/h3>\n\n<p>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&#8217;s services are handled through the XCALLY platform, with <strong>more than 10,000 calls handled daily and 307 active services.<\/strong>  <\/p>\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n<p>The collaboration between INGO and XCALLY demonstrates how <strong>the adoption of advanced technology solutions can significantly improve customer service management<\/strong>, delivering a high-quality user experience and contributing to the company&#8217;s overall success.<\/p>\n\n<p>For more details, you can see the full case study on the official XCALLY website:<strong> <a href=\"https:\/\/www.xcally.com\/it\/casi-studio\/case-study-utilizzo-di-xcally-per-la-gestione-del-contact-center-di-ingo\/\">Case Study: using XCALLY to manage INGO&#8217;s Contact Center.<\/a><\/strong>.<\/p>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the article featured on the XCALLY blog, we detail the case study related to the implementation of omnichannel software within INGO&#8217;s hybrid BPO reality.<\/p>\n","protected":false},"author":4,"featured_media":7687,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[110],"tags":[29,35],"class_list":["post-7709","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-talking-about-ingo","tag-customer-experience-en","tag-omnichannel-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - 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