XCALLY

Omnichannel contact center management

4.8 /5 (77 reviews) Write a Review!

XCALLY Overview

What is 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.

XCALLY Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
One Time License
Subscription
Value for money

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.


XCALLY Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 4 others, Japan, Germany, Brazil, Mexico
Supported Languages
English, French, Italian, Korean, Spanish

Media

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XCALLY video XCALLY screenshot: Drag & drop IVR designer tool XCALLY screenshot: Define the staff: agents XCALLY screenshot: The agent interactions list contains all the useful data and the possibility to filter and order them XCALLY screenshot: In the interaction view, agents can receive and send messages, attachments, canned answers, and can immediately see also contact info, interaction details and the customer journey XCALLY screenshot: In the customer journey view, agents can see the history of the contact, across all channels: chat, phone, email, SMS, open-channel (like Facebook)

XCALLY Reviews

XCALLY Reviews

Overall rating
4.8
/
5
Excellent
67

Very good
7

Average
3

Poor
0

Terrible
0

Value for Money
4.7
Features
4.8
Ease of Use
4.8
Customer Support
4.9
96% recommended this app
Numan K.

Future of Contact Center !!! Xcally Motion 2

Xcally Motion 2 is like charm when we show to our valuable customers. It always has a wow factor.


Janet S.

XCally Contact Centre the Way of the future

Fast efficient and deliver


John A.

Xcally stands at the frontier of call center

The sense of responding to customer has improved.


Matovu M.

Very Scalable!

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.


Oscar A.

Xcally Omnichannel Contact Center

More sell for my Contact Center customers, more greater attention span, omnichannel attention


Numan K.
Industry: Telecommunications
Company size: 51-200 Employees

Future of Contact Center !!! Xcally Motion 2

Used Daily for 2+ years
Reviewed on 25/11/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Janet S.
Industry: Telecommunications
Company size: 13-50 Employees

XCally Contact Centre the Way of the future

Used Daily for 2+ years
Reviewed on 9/4/2020
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

John A.
Industry: Telecommunications
Company size: 2-10 Employees

Xcally stands at the frontier of call center

Used Weekly for 1+ year
Reviewed on 20/11/2019
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Matovu M.
Industry: Information Technology & Services
Company size: 2-10 Employees

Very Scalable!

Used Daily for 2+ years
Reviewed on 14/4/2020
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Oscar A.
Industry: Telecommunications
Company size: 2-10 Employees

Xcally Omnichannel Contact Center

Used Daily for 2+ years
Reviewed on 25/11/2019
Review Source: Capterra

More sell for my Contact Center customers, more greater attention span, omnichannel attention

Pros

Omnichannel, easy to use, easy to learn the use, can be customized with any application or CRM, very flexible and stable, is a rock solid solution and easy implementation

Cons

nothing everything is very useful for Contact Center customers

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9.6/10
Based on 77 user ratings
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XCALLY Pricing

XCALLY Pricing

Starting from
N/A
Free Trial
One Time License
Subscription
Value for money

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.

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.

Value for Money
4.7/5
Based on 77 user ratings
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XCALLY Features

XCALLY Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.8/5
Based on 77 user ratings
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Categories

Additional information for XCALLY

Additional information for XCALLY

Key features of XCALLY

  • 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

Benefits

  • XCALLY offers real-time asynchronous web architecture with real-time panels to monitor every agent's performance.

  • Manage customers' information and keep track of their interactions across multiple channels on the same unified solution.

  • Agents can work on every kind of operating system with XCALLY's applications or SIP external phones.

  • XCALLY includes a business intelligence module with custom dashboards to monitor and improve performance.

  • Using the API users can connect XCALLY with external custom apps or third-party apps such as Salesforce, SugarCRM, Freshdesk, Zendesk, and more.

  • XCALLY FAQs

    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. What type of pricing plans does XCALLY offer?

    XCALLY has the following pricing plans:

    One Time License, Subscription

    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