XCALLY

Omnichannel contact center management

4.8 /5 (79 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

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)
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
68

Very good
8

Average
3

Poor
0

Terrible
0

Value for Money
4.7
Features
4.8
Ease of Use
4.8
Customer Support
4.8
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


Dema E.

The solution which I highly recommend

Awesome and love it. I recommend xcaly already.. Not a technical person but would tell about my administrative role.
Easy to access and deploy changes


John A.

Xcally stands at the frontier of call center

The sense of responding to customer has improved.


Jean rodrigue T.

JR review

Xcally Motion is a great solution for our business,
It helps to track our customers desires and feedbacks in realtime.Thus we improve customers experience
easily and efficiently.
we have raise customer satisfaction and have increase the number of new customers and retain the old ones.


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: 11-50 Employees

XCally Contact Centre the Way of the future

Used Daily for 2+ years
Reviewed on 09/04/2020
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

Dema E.
Industry: Transportation/Trucking/Railroad
Company size: 51-200 Employees

The solution which I highly recommend

Used Daily for 2+ years
Reviewed on 19/09/2020
Review Source: Capterra

Awesome and love it. I recommend xcaly already.. Not a technical person but would tell about my administrative role.
Easy to access and deploy changes

Pros

Easy to use
Mutil functions and features
Up to speed with industry changing
Decent pricing compared to others
Good customer support
Friendly interface

Cons

agent's performance dashboard ( occupancy)
All agents dashboard
Real Time metrics calculator

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

Jean rodrigue T.
Industry: Consumer Services
Company size: 51-200 Employees

JR review

Used Daily for 1+ year
Reviewed on 11/08/2020
Review Source: Capterra

Xcally Motion is a great solution for our business,
It helps to track our customers desires and feedbacks in realtime.Thus we improve customers experience
easily and efficiently.
we have raise customer satisfaction and have increase the number of new customers and retain the old ones.

Pros

the multichannel is so for the impactfull feature for our business.we implemented Voice, SMS, Web Chat, E-mail,Fax and Social Channels to keep closely in touch with our customers.
Our agents really enjoy the motion solution because it's very easy and frienduser.
We've fully integrated with SalesForce and that help us to manage efficiently our customers relation.

Cons

I experienced a particular misfunction when I add a team to a Queue, team members don't receive calls.
I have to add each agent directly on Queue to allow them receive the calls.Maybe i did something wrongh or I hope that can be improved.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
9.6/10
Based on 79 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 79 user ratings
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XCALLY Features

XCALLY Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.8/5
Based on 79 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