XenCALL - Detailed Review
Customer Service Tools
XenCALL - Product Overview
XenCALL Overview
XenCALL is a cloud-based call center automation software that serves as a comprehensive solution for customer service and sales operations. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
XenCALL is primarily used to automate and streamline call center operations, integrating a built-in customer relationship management (CRM) system with a VoIP predictive dialer. This integration helps telemarketers and call centers execute campaigns more efficiently, close more leads, and boost sales.Target Audience
XenCALL is most often used by companies with 50-200 employees and revenues ranging from $1 million to $10 million. The software is popular in various industries, with a significant presence in the Real Estate sector. It is also utilized by companies of different sizes, including small, medium, and large enterprises, although the majority of its users are medium-sized businesses.Key Features
XenCALL offers a wide range of features that make it a versatile tool for call centers:Predictive Dialer
Automates outbound calling to maximize agent productivity and contact rates.CRM Integration
Includes a built-in CRM with customizable lead profiles, enabling users to target leads based on custom criteria such as lead status and data.Automatic Call Distribution (ACD)
Distributes incoming calls efficiently to available agents.Interactive Voice Response (IVR)
Allows for customizable IVR systems, call queuing, call forwarding, and voicemail management.Call Recording and Monitoring
Enables the recording of all inbound and outbound calls, as well as real-time call monitoring.Performance Analytics
Provides real-time analytics and agent performance reports to help in optimizing operations.Call Scripting
Offers call center scripting to guide agents through interactions.Blended Channels
Supports unlimited inbound and outbound calling with features like call transfer, call queuing, and local presence dialing.Instant Messaging
Includes a built-in instant messenger for real-time agent collaboration. Overall, XenCALL is a user-friendly, secure, and intuitive solution that does not require any downloads to get started, making it an attractive option for businesses looking to enhance their call center operations. XenCALL - User Interface and Experience
User Interface
The interface of XenCall, now rebranded as Readymode, is described as comprehensive and feature-rich, incorporating a wide range of tools such as predictive dialing, CRM, interactive voice response (IVR), and advanced inbound queue strategies. However, there are significant concerns regarding its usability. Users have reported that the interface is “very difficult to use” even after watching self-service videos and reading through guides multiple times.
The interface is characterized by several menus with links and drop-downs that are not clearly marked, making it feel clunky and cluttered. This complexity can lead to confusion, especially for non-tech-savvy users, despite the availability of in-house support and personalized training sessions.
Ease of Use
The ease of use is a major point of contention. While the software offers a complete package of features, the difficulty in setting up and using these features is a significant drawback. Users have experienced issues such as setting up the auto-dialer correctly, which can be frustrating and time-consuming.
Overall User Experience
Despite the rich set of features, including blended channels for unlimited inbound and outbound calling, call recording, and advanced analytics, the overall user experience is marred by the challenging interface. The software’s potential is often overshadowed by the difficulties users face in navigating and utilizing its full capabilities.
However, it is worth noting that Readymode emphasizes a focus on customer support and ease of onboarding, suggesting efforts to improve the user experience. The platform promises 99% uptime and a knowledgeable support team to help users every step of the way.
In summary, while XenCall/Readymode offers a powerful suite of features for call centers, its user interface and ease of use remain significant challenges that users need to consider when evaluating this software.
XenCALL - Key Features and Functionality
Automated Tasks
AI-driven customer service tools often include automated task features. For example, automated tasks can repeat actions such as pausing and unpausing queue members or generating and emailing reports. This automation helps in reducing the workload on human agents and ensures consistency in task execution.
AI-Powered Bots
These tools frequently incorporate AI-powered bots that can understand and resolve sophisticated customer interactions. These bots can provide instant, personalized support across various channels, reducing the need for human intervention in routine queries and thus lowering operational costs.
Natural Language Processing (NLP)
NLP is a key feature in many AI customer service tools, allowing the AI to understand human language and respond accordingly. This technology analyzes customer intent and context to provide more accurate responses, improving first-contact resolution rates and overall customer satisfaction.
Automated Call Routing and Ticketing
AI-driven tools often include automated call routing, which directs customer queries to the correct department or agent, reducing wait times and improving resolution efficiency. Automated ticketing systems track customer issues, ensuring timely follow-ups and preventing bottlenecks.
Multi-Channel Support
These tools typically offer multi-channel support, enabling AI to handle interactions across various platforms such as voice, chat, and social media. This ensures customers receive consistent and timely support regardless of the channel they use.
Real-Time Analytics and Reporting
AI tools provide real-time analytics and reporting, offering actionable insights into customer interactions. These insights help managers make informed decisions, optimize workflows, and improve customer service delivery. Key metrics tracked include response times, customer satisfaction, and resolution efficiency.
CRM System Integration
Integration with CRM systems is common, ensuring customer data is updated in real-time across all channels. This gives agents access to comprehensive customer profiles, enhancing their ability to provide personalized support. AI can access CRM data to personalize each interaction based on customer history.
Agent Optimization
AI can optimize agent performance by providing insights, suggested replies, and the ability to execute agent-approved actions. This proactive assistance improves productivity and turns every agent into a top performer.
Sentiment Analysis and Coaching
AI tools can perform sentiment analysis and provide coaching to agents. This involves automatically translating every customer conversation into actionable insights, helping agents improve their responses and customer engagement.
Since specific details about XenCALL from Readymode are not available, these features are general and based on similar AI-driven customer service tools. If you need precise information about XenCALL, it would be best to consult the official Readymode website or contact their support directly.
XenCALL - Performance and Accuracy
Evaluating XenCALL in Customer Service Tools
Evaluating the performance and accuracy of XenCALL in the customer service tools category, particularly focusing on its AI-driven features, reveals several key points.
Performance
XenCALL is a cloud-based call center automation software that integrates a built-in CRM setup with a VoIP predictive dialer. This integration enables telemarketers and call centers to execute campaigns more efficiently, close more leads, and boost sales. Here are some performance highlights:
Automated Dialing and Call Management
XenCALL features auto dialing, interactive voice response (IVR), automatic call distribution, and scheduling, which streamline administrative tasks and increase productivity.
Real-Time Analytics
The software provides real-time analytics and performance metrics, allowing for better decision-making and continuous improvement.
User-Friendly Interface
Despite some user feedback indicating difficulties with the interface, XenCALL is generally described as user-friendly and intuitive, with no download required to get started. It also offers in-house support and personalized training sessions for non-tech-savvy users.
Accuracy
The accuracy of XenCALL can be assessed through its various features and user feedback:
Lead Management
XenCALL’s CRM tool allows for customizable lead profiles and automatic posting of leads from third-party vendors, ensuring accurate and prioritized lead management.
Call Distribution and Handling
The software features advanced inbound queue strategies and customizable IVRS, call queuing, and call forwarding, which help in accurately distributing calls to agents and managing inbound calls effectively.
Limitations and Areas for Improvement
While XenCALL offers a comprehensive set of features, there are some areas where it could improve:
User Interface
Some users have reported that the interface is difficult to use, even after watching self-service videos and reading guides. The interface is described as cluttered and not clearly marked, which can hinder the setup and use of the auto-dialer.
Technical Issues
There have been reports of technical issues, such as the auto-dialer not working correctly even after proper setup, which can impact the overall performance and user satisfaction.
Agent Training and Support
While XenCALL provides support and training, continuous training and coaching for agents, as suggested in other call center improvement strategies, could further enhance agent performance and customer satisfaction.
Conclusion
In summary, XenCALL performs well in automating call center operations and providing real-time analytics, but it has room for improvement in terms of user interface usability and technical reliability. Addressing these limitations could enhance the overall user experience and performance of the software.
XenCALL - Pricing and Plans
Pricing Plans
ReadyMode offers three main pricing plans: Starter, Team, and Enterprise.Starter Plan
- Monthly Cost: $150 per month per license
- Annual Cost: $125 per month per license (with a 17% discount)
- Features:
- Up to 12 lines per agent
- Standard support including live webinars
- 1 basic integration
- All core features such as blended inbound and outbound calling, call recording, dynamic scripts, and unlimited inbound queues
- Ideal For: Individuals and small businesses with 1-9 licenses
Team Plan
- Monthly Cost: $120 per month per license
- Annual Cost: $100 per month per license
- Features:
- Up to 12 lines per agent
- Unlimited customer support by phone or email
- Personalized onboarding
- Basic or advanced integrations (basic integrations can be implemented in one hour or less, while advanced integrations take longer)
- All core features included in the Starter plan
- Ideal For: Small to medium-sized businesses (SMBs) that need 10-49 licenses
Enterprise Plan
- Pricing: Determined on a case-by-case basis, so no fixed pricing is listed
- Features:
- VIP customer support
- Dedicated customer success manager
- 28 lines per agent
- Unlimited integrations
- All core features included in the other plans
- Ideal For: Large businesses that need 50 or more licenses
Features Across Plans
All plans include a comprehensive set of features such as:- Blended inbound and outbound calling
- Predictive dialer
- Call recording
- Dynamic scripts
- Unlimited inbound queues
- Custom dispositions and queues
- Caller-ID proximity matching
- Agent and dial-list prioritization
- Conference calling
- Live floor monitoring
- Native CRM
- API functionality
- Custom agent statuses and more
Free Options
There is no mention of a free version or freemium plan for ReadyMode. However, they do offer a free trial to test the software before committing to a plan. XenCALL - Integration and Compatibility
XenCALL, Now Known as ReadyMode
ReadyMode is a cloud-based predictive dialer software that integrates seamlessly with various tools and platforms to enhance call center efficiency and customer engagement.
Integrations
ReadyMode integrates with a wide range of tools and systems to centralize and streamline call center operations. Here are some key integrations:
ClickSend
ReadyMode allows users to send SMS messages to clients through ClickSend. This integration requires using your ClickSend username and API key within the ReadyMode system. All SMS messages sent via ReadyMode are logged and charged to your ClickSend account, although response SMS messages from clients are not visible in ReadyMode but can be viewed on the ClickSend dashboard.
CRM and Lead Management Tools
ReadyMode connects with common CRM and lead management systems, allowing agents to manage customer data efficiently. This integration helps in consolidating customer data and reducing manual work, such as data entry and customer management workflows.
Zapier Connections
Users can create custom integrations using Zapier, which offers hundreds of pre-built connections to various third-party call center systems. This flexibility allows businesses to automate workflows and bring leads into ReadyMode from multiple sources.
Other Tools
ReadyMode also integrates with tools like Balto for real-time coaching, Retreaver for call tracking and performance marketing, and ActiveCampaign for marketing automation and CRM features. These integrations help in optimizing marketing efforts, improving customer interactions, and enhancing agent productivity.
Compatibility
ReadyMode is designed to be compatible with a variety of platforms and devices, although the specific details on device compatibility are not extensively outlined in the provided resources. Here are some general points:
Cloud-Based
As a cloud-based solution, ReadyMode can be accessed from any device with an internet connection, making it highly versatile and accessible across different platforms.
Operating Systems
While there is no detailed list of supported operating systems specifically for ReadyMode, its cloud-based nature suggests it can be used on various operating systems such as Windows, macOS, iOS, and Android, given that these systems support web browsers or mobile apps that can access cloud services.
In summary, ReadyMode integrates well with several key tools and systems to enhance call center operations and customer engagement. Its cloud-based architecture ensures broad compatibility across different devices and platforms, although specific device and operating system compatibility details are not explicitly provided.
XenCALL - Customer Support and Resources
Customer Support Options for Readymode Users
For customers using Readymode (formerly XenCALL), several comprehensive customer support options and additional resources are available to ensure smooth and effective use of their customer engagement platform.
Technical Support
Readymode offers a dedicated Technical Support team that is available to assist with any technical issues or questions about the system. You can contact them via email at support@readymode.com or by calling 1-800-694-1049 ext. 4. The support hours are Monday through Friday from 6am to 9pm PST, and Saturday from 7am to 6pm PST, with Sunday being closed.
Help Center
The Readymode Help Center is a valuable resource that contains a collection of articles organized by topic. Here, you can find important information to help you learn and fine-tune your configuration. If you can’t find what you’re looking for, you can request additional articles from the Technical Support team.
Integrations
For users who need to integrate Readymode with other systems such as Podio, ClickSend, or Zoho, the Integrations team is available to help. You can learn about the available integrations and request new ones through the support channels.
Feature Suggestions
If you have ideas for new features or improvements to existing ones, you can submit them to the Technical Support team. They will review your suggestions and pass them on to the Product team for further evaluation.
Billing Support
The Billing team is available to address any inquiries related to your Readymode invoice. You can contact them via email at billing@readymode.com for questions or changes to your account that affect your billing.
Additional Resources
Readymode also provides personalized training and support to ensure that users can effectively use the platform. The platform itself includes features like agent and call-list prioritization, agent calendar, and blended inbound and outbound calling channels, all of which are supported by the various support options mentioned above.
By leveraging these resources, users of Readymode can resolve customer issues faster, track interactions more effectively, and overall, enhance their customer engagement and sales outreach efforts.
XenCALL - Pros and Cons
Pros of XenCALL (Now ReadyMode)
XenCALL, now rebranded as ReadyMode, offers several significant advantages that make it a compelling choice for call centers and sales teams:
User-Friendly Interface
ReadyMode is known for its easy setup and intuitive interface, making it simple for users to configure and use the software without extensive technical knowledge.
Comprehensive Feature Set
The software includes a wide range of features such as predictive dialing, CRM integration, call recording, real-time analytics, lead management, IVR systems, call scripting, and automated workflows. These features help streamline call center operations and enhance productivity.
Blended Channels
ReadyMode supports unlimited inbound and outbound calling, allowing for flexible and efficient call management. It also includes features like call queuing, call forwarding, and voicemail management.
Advanced CRM Capabilities
The built-in CRM tool allows for customizable lead profiles, enabling users to target leads using custom criteria such as lead status and lead data. It also supports automatic posting of leads from third-party vendors.
Performance Analytics and Reporting
The software provides detailed data and analytics on calls, campaigns, and agent performance, helping managers optimize their operations and improve efficiency.
Customization and Flexibility
ReadyMode offers customizable dialer speed, dynamic scripts, and the ability to prioritize inbound queues. It also includes features like caller ID proximity matching and live floor monitoring.
Integration Capabilities
The software can integrate with various third-party applications such as Google Maps, Google Docs, Dropbox, and Amazon Web Services, making it versatile for different business needs.
Strong Customer Support
ReadyMode provides comprehensive customer support, including 24/7 access by phone and email, as well as personalized onboarding sessions.
Cons of XenCALL (Now ReadyMode)
Despite its numerous advantages, there are some drawbacks to consider:
User Interface Challenges
Some users have reported that the interface can be difficult to use, even after watching tutorials and reading guides. The interface is described as cluttered and not clearly marked.
Limited Integrations
ReadyMode has a limited number of integrations that can be implemented, which might be a constraint for businesses that require a wide range of third-party integrations.
Cost
The software is considered expensive compared to some competitors, which could be a barrier for smaller call centers or businesses with limited budgets.
Lack of Omnichannel Features
ReadyMode does not include native omnichannel contact center features, which might not be ideal for businesses that handle a lot of email, text, or social media interactions.
Technical Issues
Some users have experienced technical issues, such as difficulties in setting up the auto-dialer correctly, which can hinder the software’s effectiveness.
By weighing these pros and cons, businesses can make an informed decision about whether ReadyMode (formerly XenCALL) is the right fit for their call center and sales operations.
XenCALL - Comparison with Competitors
To Compare XenCALL with Other AI-Driven Customer Service Tools
To compare XenCALL (or Readymode, as it seems to be referred to in the context of alternatives) with other AI-driven customer service tools, we need to look at the key features, advantages, and potential alternatives in this category.
Key Features of Similar Products
Zendesk
- Zendesk stands out with its extensive use of generative AI, trained on a vast dataset of customer service interactions. It offers features like intent, sentiment, and language detection, intelligent routing, and AI-powered agents that can resolve customer queries instantly. Zendesk also provides agent assistance tools, such as summarizing long tickets and suggesting responses.
Freshdesk
- Freshdesk’s Freddy AI is notable for its chatbot capabilities, auto-triage of tickets, and predictive support. It offers real-time sentiment analysis, intelligent routing, and agent assistance tools. Freshdesk is user-friendly and has affordable pricing tiers, although it may have limited customization options compared to some competitors.
Tidio
- Tidio’s AI customer service software includes a bot called Lyro AI, which can detect frequently asked questions, automate replies, and recognize user behavior for sales recommendations. Lyro AI offers 24/7 customer service, smart views, and predefined templates. Tidio has a free plan and various paid plans, with Lyro AI conversations available as an add-on.
Sprinklr AI
- Sprinklr AI is powered by advanced models and offers flexible agent assistance tools, instant generative AI content creation, and customizable conversational AI bots. It provides conversation transcription and summaries, as well as in-depth AI analytics. This platform is versatile and can adapt to different business niches and industries.
Unique Features and Potential Alternatives
Unique Features of Zendesk
- Extensive Training Data: Zendesk’s AI is trained on the world’s largest CX dataset, which gives it a significant edge in understanding customer interactions.
- Immediate Implementation: Zendesk’s AI works out of the box, saving time on configuration and accelerating implementation.
- Comprehensive AI Agents: Zendesk’s AI agents can resolve sophisticated interactions end-to-end, providing personalized support across multiple channels.
Unique Features of Freshdesk
- User-Friendly Interface: Freshdesk is known for its intuitive interface, making it easy to set up and use.
- Predictive Support: Freshdesk’s Freddy AI suggests solutions based on past tickets, enhancing the support experience.
- Omnichannel Messaging: Freshdesk supports conversations across multiple channels like WhatsApp and Facebook.
Unique Features of Tidio
- Affordable Pricing: Tidio offers a free plan and competitive pricing for its paid plans.
- Predefined Templates: Lyro AI comes with 35 predefined templates, making it easier to set up and use.
- Sales Recommendations: Tidio’s AI can recognize user behavior and make relevant sales recommendations.
Unique Features of Sprinklr AI
- Customizable Bots: Sprinklr AI allows companies to create custom AI bots that adapt to different business niches and industries.
- Content Creation: It offers instant generative AI content creation, which can be useful for marketing campaigns.
- In-Depth Analytics: Sprinklr AI provides detailed AI analytics, helping businesses make informed decisions.
Potential Alternatives to XenCALL (Readymode)
If you are considering alternatives to XenCALL, here are some options based on the features and needs you might have:
- Zendesk: If you need a comprehensive AI solution with extensive training data and immediate implementation, Zendesk could be a strong alternative.
- Freshdesk: For a user-friendly interface and predictive support features, Freshdesk is a good option.
- Tidio: If affordability and predefined templates are key, Tidio might be the way to go.
- Sprinklr AI : For customizable bots and advanced content creation capabilities, Sprinklr AI is worth considering.
Each of these platforms has its unique strengths and can cater to different aspects of AI-driven customer service, depending on your specific needs and preferences.
XenCALL - Frequently Asked Questions
Frequently Asked Questions about XenCALL
What is XenCALL and what does it offer?
XenCALL is a cloud-based call center automation software that integrates a built-in customer relationship management (CRM) system with a VoIP predictive dialer. It is designed to help telemarketers and call centers execute campaigns, close more leads, and boost sales by automating and streamlining administrative tasks.What are the key features of XenCALL?
XenCALL includes a range of features such as predictive dialing, CRM integration, call recording, real-time analytics, lead management, IVR systems, call scripting, voicemail drop, call monitoring, agent performance reports, customizable dashboards, call disposition, automated workflows, SMS and email integration, call transfer, and call queuing. It also supports local presence dialing, API access, and DNC compliance.How does XenCALL’s CRM tool work?
XenCALL’s CRM tool features customizable lead profiles, allowing you to manage and display mobile/phone numbers closest to your leads. It enables you to target leads based on custom criteria such as lead status and lead data. Additionally, it can automatically post leads from third-party vendors or lead generation sites into the dialer CRM.What kind of call management capabilities does XenCALL offer?
XenCALL provides comprehensive call management features, including automated dialing, interactive voice response (IVR), automatic call distribution, call queuing, call forwarding, and voicemail management. It also allows for the prioritization of inbound queues, call recording, and the ability to intercept calls or transfer them between agents.Does XenCALL support inbound and outbound calls?
Yes, XenCALL supports both inbound and outbound calls. It features blended channels with unlimited inbound and outbound calling capabilities. The inbound call functionality includes customizable IVRS, call queuing, call forwarding, and voicemail management. For outbound calls, it includes predictive auto-dialer and progressive call dialer functionalities.How does XenCALL enhance agent collaboration and performance?
XenCALL includes a built-in instant messenger for real-time collaboration among agents. It also provides performance analytics and agent performance reports, which help in monitoring and improving agent productivity. The software offers call scripts and call routing systems to ensure efficient call handling and distribution.Is XenCALL user-friendly and secure?
Yes, XenCALL is user-friendly and intuitive, making it accessible even for non-tech-savvy users. It offers a complete in-house support team and personalized training sessions. The software is also secure, and no download is required to get started.Does XenCALL comply with regulatory requirements?
XenCALL ensures compliance with regulatory requirements such as FCC and FTC certifications. It also includes DNC (Do Not Call) list management to ensure that your calling activities are compliant with relevant regulations.What kind of support does XenCALL offer to its users?
XenCALL provides comprehensive support, including a complete in-house support team and personalized training sessions. Users can also access various resources and support materials to help them get the most out of the software.Can XenCALL integrate with other software and systems?
Yes, XenCALL is capable of integrating with a range of third-party products and systems. It supports API access, allowing for seamless integration with other software tools and platforms.