1. Prevent Missed Customer Interactions
Customers don’t think in channels, they simply expect a fast response. x-caracal brings every customer conversation into a single view, from phone calls and kite website chats to WhatsApp, SMS, and Webinar Mode interactions, giving supervisors complete visibility across the entire customer journey.
Live Queues Across Every Channel
Instantly identify bottlenecks by seeing exactly how many calls, chats, messages, and webinar interactions are waiting, along with how long customers have been in the queue.
Real-Time Agent Availability
See which agents are available, engaged, paused, or away across office, remote, and mobile devices, helping you balance workloads and maintain service levels.
Prevent Lost Opportunities
Monitor answered, abandoned, and missed interactions as they happen, giving supervisors the information they need to intervene before customers disengage.
2. Improve Performance with Actionable Insights
Move beyond manual spreadsheets and disconnected reports. x-caracal consolidates interaction data from every communication channel, helping businesses understand how customers engage across their entire journey and make smarter operational decisions.
Website Lead Tracking with Kite
Kite acts as your digital front door. When visitors initiate a call or chat from your website, x-caracal automatically records the interaction as a lead. Understand exactly how your website converts visitors into conversations and opportunities.
Comprehensive Omnichannel Analytics
Track interaction volumes, response times, handling times, agent activity, abandonment rates, and customer demand trends across voice, web chat, WhatsApp, SMS, and Webinar Mode.
Automated Reporting
Schedule daily, weekly, or monthly reports to be delivered automatically to stakeholders, ensuring key performance indicators are always visible.
Boardroom-Ready Exports
Export data and visualisations instantly in CSV, XLS, PDF, or PNG formats for management reporting, presentations, and further analysis.
3. Deploy Without Disruption
Gain omnichannel contact centre visibility without the cost, complexity, or lengthy implementation typically associated with traditional contact centre platforms.
100% Cloud-Based Deployment
Get up and running quickly with no additional hardware, servers, or on-premise software required.
No Change to Existing Workflows
Agents continue using their existing Wildix devices, applications, and processes, minimising disruption and reducing training requirements.
Access Anywhere
View live dashboards and reports from any modern web browser on desktops, laptops, tablets, mobile devices, or wallboard displays.
One Platform, Every Channel
Bring together calls, website chats, WhatsApp messages, SMS conversations, and Webinar Mode interactions into a single dashboard, eliminating data silos and giving managers a complete operational view.
