x-caracal: Call center monitoring and analytics

Care for and control the performance of your sales team

x-caracal

x-caracal is the first contact center analytics tool enabling you to monitor in real-time the quality of your interactions with leads and customers and stay in control of your business. Unlike the other options, this solution integrates perfectly into your communications system with no additional installations.

Wildix is the first solution to feature a booster for each step of the customer journey. WebRTC Kite and Wizywebinar generate leads, while x-bees is the perfect tool to drive sales, convert leads into customers and keep customers engaged and satisfied, avoiding churn.

But how can you add value during this stage of the customer journey? By making sure that customers’ expectations are met, thanks to x-caracal.

The Wildix Customer Journey Boosters

Raise the quality of your customer interactions in real time and close more deals thanks to the first ACD Stats that boosts revenue

x-caracal

Boost your customer journey! A core part of the Wildix business communications package, x-caracal is the evolved communications monitoring center, providing you with dashboards to track your customers and leads with built-in business intelligence tools.

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With x-caracal, you can care for your customers in real time. The solution gathers data from the lead generation tool (WebRTC Kite or Wizywebinar) and the lead management tool (x-bees) to provide you with both standard and customized reports.

No longer an ACD Stats, but x-caracal: care for and control the performance of your sales team.

Companies waste money when they waste time. x-caracal provides both standard and customized reports to satisfy any requirement and lets you keep track of time-wasting activities.

Why a caracal?

The caracal is a wild cat with big ears. It’s light, agile and fast. The caracal has all the capabilities that you can ask for in Communication Intelligence.

Call center monitoring tools are implemented to improve customer satisfaction. However, there are two problems with most call analytics software. They are:

  • Too heavy to install and to use (which makes them out of reach for SME);
  • Not integrated with the company phone system, providing you only with partial statistics (mobile devices of agents are not monitored).
call-center

Unlike other ACD Stats, x-caracal is:

Light

Web-based and cloud-hosted, no installation is required.

Agile

Provides you with constant feedback allowing you to improve your customer experience.

Effective

Fully integrated into the Wildix communication system, and monitors all agents’ devices including mobile.

Highlights

  • Real-time stats and actions;
  • Four types of predefined reports (distribution, answered, unanswered calls, agent reports);
  • Advanced search;
  • CSV, PDF, XLS export, PNG export for charts;
  • Scheduled reports & alarms via email (coming in 2021).

Licensing

Note: only Premium have access to x-caracal; only events generated by Business/ Premium users are logged