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.

Pricing starting from:

N/A

  • Free Trial
  • One Time License
  • Subscription
View Pricing Plans

Key benefits of XCALLY

  • 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.

  • 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

    Pricing starting from:

    N/A

    • Free Trial
    • One Time License
    • Subscription
    View Pricing Plans

    Images

    Drag & drop IVR designer tool
    Define the staff: agents
    The agent interactions list contains all the useful data and the possibility to filter and order them
    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
    In the customer journey view, agents can see the history of the contact, across all channels: chat, phone, email, SMS, open-channel (like Facebook)
    View 6 more
    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)

    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

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    Reviews

    Overall rating

    4.8 /5
    (81)
    Value for Money
    4.7/5
    Features
    4.8/5
    Ease of Use
    4.8/5
    Customer Support
    4.8/5

    Already have XCALLY?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 81
    Numan K.
    Overall rating
    • 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.

    Janet S.
    Overall rating
    • 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

    John A.
    Overall rating
    • 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

    Amir K.
    Overall rating
    • 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.

    Matovu M.
    Overall rating
    • 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.

    Showing 5 reviews of 81 Read all reviews

    XCALLY FAQs

    Below are some frequently asked questions for XCALLY.

    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.

    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

    XCALLY has the following typical customers:

    Small Business, Mid Size Business

    XCALLY supports the following languages:

    English, French, Italian, Korean, Spanish

    We do not have any information about what devices XCALLY supports

    XCALLY integrates with the following applications:

    Freshdesk, Salesforce Sales Cloud, ServiceNow, SugarCRM, Twilio, Twitter, Vtiger CRM, Zendesk, Zendesk, Zoho CRM

    XCALLY offers the following support options:

    Phone Support, Knowledge Base, Online Support, Video Tutorials

    Related categories

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