About XCALLY
XCALLY is a complete software solution for inbound / outbound / blended or omnichannel call centers. Users can handle interactions with customers via phone, web chat, email, SMS, fax and social media through standard APIs, as well as manage customer information and keep track of their interactions across multiple channels. Agents can login to their queues, manage multiple statuses, and perform various tasks according to their skills.
XCALLY helps contact centers to maximize agents' talk time using preview, progressive or predictive dialing, with automations and triggers that help automate tasks according to previously defined timing and actions. Users can analyze data and performances through XCALLY's ready-to-use reports or build custom reports tailored to specific business goals. Organizations can also design IVR projects such as auto-attendant, customer satisfaction surveys, call back, and more, using the drag & drop web GUI.
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Key benefits of XCALLY
Devices
Business size
Markets
Supported Languages
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Features
Total features of XCALLY: 54
- API
- Auto-Dialer
- Automatic Call Distribution
- Business Intelligence
- CRM Integration
- Call Center Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Transfer
- Callback Scheduling
- Campaign Management
- Chat
- Chat Transcript
- Client Management
- Computer Telephony Integration
- Contact History
- Contact Management
- Custom Fields
- Customizable Reporting
- Customizable Templates
- Dashboard Creation
- Database Integration
- Disaster Recovery
- Drag & Drop Interface
- Email Integration
- Event Triggered Actions
- Feedback Collection
- Help Desk Integration
- IVR / Voice Recognition
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Performance Management
- Predictive Dialer
- Progressive Dialing
- Queue Manager
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- SMS Integration
- Social Media Integration
- Survey Management
- Surveys & Feedback
- Text to Speech
- Third Party Integration
- Visual Analytics
- Voice Mail
Alternatives
Zendesk
Zoho Desk
LiveAgent
MiContact Center
Reviews
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- Industry: Telecommunications
- Company size: 51-200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Future of Contact Center !!! Xcally Motion 2
Reviewed on 25/11/2019
Xcally Motion 2 is like charm when we show to our valuable customers. It always has a wow factor.
Xcally Motion 2 is like charm when we show to our valuable customers. It always has a wow factor.
Pros
Intuitive GUI.
Tons of features.
Easy Install & Maintain.
Future Proof Investment.
State of the art technology.
Cons
I live everything about Xcally Motion 2.
- Industry: Telecommunications
- Company size: 11-50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
XCally Contact Centre the Way of the future
Reviewed on 09/04/2020
Fast efficient and deliver
Fast efficient and deliver
Pros
As a Distributor in South Africa, I love that I have a solution that literally fits and partners with every single Contact Centre need I have for my customers. I have not had none single case where by XCally has not been able to suit their needs and their budgets. It has simply been a "no brainer". XCally meets the following requirements Omni Channel, Voice Channel, Outbound Dialer with many options of dialing, IVR Designer which I might has is the most simple to use and deals with the most intense complicated environments easily, Agent and Web Gui with a built in phone bar, analytics and reports and scripting tools.
Cons
I can honestly say there was nothing I do not like
- Industry: Telecommunications
- Company size: 2-10 Employees
- Used Weekly for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Xcally stands at the frontier of call center
Reviewed on 20/11/2019
The sense of responding to customer has improved.
The sense of responding to customer has improved.
Pros
The feedback feature and one agent console is useful
Cons
The repeat of realtime report on all channel with the same info. Its unnecessary
- Industry: Telecommunications
- Company size: 11-50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best solution ever
Reviewed on 04/11/2020
No need to staff a telecom engineer, no need to be expert and a verry good and reactive support...
No need to staff a telecom engineer, no need to be expert and a verry good and reactive support team.
Pros
I use many telecom solution but xcally is perfect, easy to use and stable.
Cons
All is perfect in xcally i have nothing to write here at this moment and after 4 years of use.
- Industry: Information Technology & Services
- Company size: 2-10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Very Scalable!
Reviewed on 14/04/2020
Xcally offers a great software solution to unify companies' contact centers with deep insights on...
Xcally offers a great software solution to unify companies' contact centers with deep insights on customer behavior and meeting their expectations. It greatly reduces the burden of customer care agents getting overwhelmed with huge customer requests through automation of tasks and easy to use instant surveys to get customer feedback.
Pros
Xcally is very scalable offering the perfect out of box solution for small companies and very accommodating for all it's growth needs. The ease to use third party API is incredible. With Xcally Open Channel module, all social media channels like facebook, whatsapp email among others in one place - that is a real contact center solution. Very stable for both PRIs and SIP Trunk gateways usage with almost no downtime caused by the software. Easy to use cally square project that allows you design IVRs with a very intuitive drag and drop GUI. The software can only get better!
The wiki - documentation is great. Very easy to understand with graphical explanations in some cases.
Cons
It would be great to have a subscribe to community for Xcally users where members share their experiences and minor bug fixes archived especially for non paid support so that the ticket time frames and the team is not over stretched on obvious errors and challenges by users.
You can add more cloud enabled features in the 'Out Of The Box' package to enable the solution be used anywhere than defined work spaces. A case in point is Xcally's mobile app should be a given on any installation with a domain name provided by Xcally to make the mobile App usage easy. It would also be great to automate the SSL certification process a little more to make fresh installations secure. Current process is too manual with high failure chances if you're not well versed with SSL certificate installations.
The Dashboards are very insightful but there's room for improvement on the reports.
XCALLY FAQs
Below are some frequently asked questions for XCALLY.Q. What type of pricing plans does XCALLY offer?
XCALLY offers the following pricing plans:
- Pricing model: One Time License, Subscription
- Free Trial: Available
Choose from four plans: Plus, Omni-Gold, Dialer-Gold, Ultimate. Choose from monthly, annual or lifetime licenses based on the number of concurrent agents. Available also: supervisor licenses and PBX extension licenses. Contact Xenialab for pricing information.
Q. What are the main features of XCALLY?
XCALLY offers the following features:
- 3rd party integrations
- API open channel
- Agent softphone
- Auto-dialer
- Automations & triggers
- Blended call center
- Call logging
- Contact management
- Custom dashboards
- E-mail management
- Fax
- IVR designer
- Inbound call center
- Manual dialer
- Open channel API (Facebook, Twitter integrations...)
- Outbound call center
- Predictive dialer
- Premise-based call center
- Preview dialer
- Progressive dialer
- Real-time monitoring
- Reports & analytics
- SMS
- Scripting tool
- Web chat
- WebRTC
- Whisper, barge-in
Q. Who are the typical users of XCALLY?
XCALLY has the following typical customers:
Small Business, Mid Size Business
Q. What languages does XCALLY support?
XCALLY supports the following languages:
English, French, Italian, Korean, Spanish
Q. Does XCALLY support mobile devices?
We do not have any information about what devices XCALLY supports
Q. What other apps does XCALLY integrate with?
XCALLY integrates with the following applications:
Freshdesk, Salesforce Sales Cloud, ServiceNow, SugarCRM, Twilio, Twitter, Vtiger CRM, Zendesk, Zendesk, Zoho CRM
Q. What level of support does XCALLY offer?
XCALLY offers the following support options:
Phone Support, Knowledge Base, Online Support, Video Tutorials
Related categories
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