XCALLY Software


 

XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary features are contact management, an autodialer, interactive voice response (IVR), real-time monitoring, analytics and reporting.

Other features include agent softphone, customizable dashboards, automations, triggers, webchat, a predictive dialer, call recording and application programming interface (API). The agent softphone module allows users to manage their queues according to their skillset. Real-time monitoring provides a real-time view of agent performance and the ability to make changes in case of emergencies. Users can create customized dashboards and reports to suit their needs. It offers integration with Zendesk, Salesforce, Desk, Freshdesk, Sugar CRM, Twilio, Oracle and other applications.

XCALLY is offered in a monthly or lifetime pricing options, which vary with concurrent users and IVR channels. It is available globally in 12 languages.

 

XCALLY - Custom dashboard
 
  • XCALLY - Custom dashboard
    Custom dashboard
  • XCALLY - IVR process
    IVR process
  • XCALLY - Voice channel management
    Voice channel management
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

34 Reviews of XCALLY

Showing 1-20 of 34

 

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Kayleen from Lamido Vietnam

May 2018

May 2018

Satisfied .

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Pros

It is very easy to use for the daily task of our operation. The team is so well supported, new capabilities.

Cons

There are not many cons that I mention in this review. However, I need more friendly interface of this system.

Review Source: Capterra
 

Ahmad from Tamkeen Technologies
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

Simply put, XCally saved us time and money.

Ease-of-use

Functionality

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Value for Money

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Well, we have an enterprise level call center at a very reasonable cost.

Pros

* Reliability based on the legendary Asterisk call manager
* Easy to use and well designed user interface
* Visual drag and drop IVR designer
* Live, customizable and beautifully designed stats dashboards
* Reasonable pricing compared to the competition

Cons

* Trials are very limited
* Phone Bar supports Windows only, other OSes have to use other regular VOIP software (ex. Linphone)

Review Source: Capterra
 

Aleksejs from CSC Telecom Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

A very fast evolving Contact Center solution that follows the latest technology trends.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Pros

The Contact center software is very flexible, extensible and applicable to many situations, where a traditional call center would fail
Many interesting projects can be made with the tools provided by the software
Very user friendly and awesome look in terms of design
Many integration possibilities with existing customer care systems
Very strong development team with many additions and suggestions implementing to the software on a regular basis
Awesome communication experience with customer support and sales teams

Cons

As everything in the world, it is not ideal. But it is the closest to ideal in terms of price and functionality/quality you can get.

Review Source: Capterra
 

Yehoshua from Clearshift Ltd

March 2018

March 2018

An excellent fit for our support desk calling needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

The support is out of this world. The xCally support professional who has handled our implementation and issues is exceptionally personable, expert and responsible. I've worked with a wide range of support teams, and there's a lot of good people out there, but there's no one like Felice!

Cons

Minor point/fix suggestion: When you clone a IVR in Cally Square, you need to reassign values (i.e., for sound files) in the cloned IVR, so if the IVR is complex, this can be a chore.

Review Source: Capterra
 

Mike from IVR Technology Group, LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

World class product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

UI and Design are the best in the Industry. Very intuitive with all the features of all the biggest competitors in the world.

Cons

As with any robust software, there are a few nuances with the software that takes some time to get used to.

Review Source: Capterra
 

Ivan from Interactive Powers
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Impressive omnichannel experience and really easy to connect with business

Ease-of-use

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Complementary software for our business and services, great product for all our solutions!

Pros

XCally is a real Omnichannel product, designed from a complete multi-channel integration point of view, not only for voice calls. It's a really powerful Contact Center solutions for business users and developers. XCally provides a great value added with smart extensions for CRM, IVR, SMS, Email, Videocall, ...

Review Source: Capterra
 

Antonio from TIC Latam
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

They know what they do. XCALLY Motion works. They provide awesome support and competitive pricing

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Money saving. No need to buy expensive hardware.
We have information to analyze now!

Pros

It is constantly being improved, they keep publishing new versions with the proper documentation. I'm surprised how fast we got up and running after the installation. Also, they don't have exorbitant prices!
Their support response time exceeds any expectations.
IVR designs are easy and changes are applied in real time, no need to restart server.

Cons

They still don't have an iOS app and they already have for it Android. Initially we got confused about the difference between users and agents, but that is not an issue anymore.

Review Source: Capterra
 

Alessandro from ZALORA
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2017

September 2017

What a great value for money platform! Definitely what you aspire to run your CS!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

We have been using Xcally for the past 5 years across 8 different geographies. Integrated into a cloud base ticketing system and enjoyed it's great scalability, inter-operability across system and all this at a very competitive pricing. No downtimes, limited upgrades, bug-less.

Cons

nothing major. normal ramp up period to get all the proper integration across the cloud systems going but have been very smooth since then. great support also always demonstrated from the Xenilab team.

Review Source: Capterra
 

Manuel from Manuel Veronesi ICT Consulting
Number of employees: 1 employee Employees number: 1 employee

September 2017

September 2017

Definitely the best and most powerful solution for the modern contact center

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Pros

Cally Square graphical call flow editor (very user friendly, drag `n drop, boxes and connections, multi-level and multi-language, even the most complex IVR become easy to see and understand)
Asterisk based (more than one million installations worldwide)
Get the most customized systems with MySQL queries directly from the GUI and in Cally Square IVR's
Powerful integration with the most used CRMs (Salesforce, SugarCRM, Zoho, Freshdesk, Zendesk)
Openchannel for modern contact centers connects with the most used social networks and chat services (Facebook Messenger, Twitter, WeChat)
Integrate a powerful predictive/progressive/preview dialer (Tiger Dial - sell more and better)
Very nice and easy to use GUI (spend more time on productivity with a short learning curve)
WebRTC ready (video enabling and future proof)
Excellent Support Team (you'll never walk alone)

Review Source: Capterra
 

John from Nautilus Network Solutions Pte Ltd
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

A contact centre solution that make sense

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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I have benefit in giving a new solution to my current customer. Thus upselling my product and services to growing companies .

Pros

Omni channel system is widely known to be a mixture of application. Xcally gives us an exceptional holistic system that allow contact centre to explore in the area of handling other channels. With the ease in using the interface from Agent and supervisor perspective, its no doubt the best contact centre in the market.

Cons

The system needs more gui interactive interfaces. Suggest the more development should be done on the core level to handle flexible SIP service or dialplan. Web development should focus on eliminating code language but more user friendly language for anyone, supervisor or agents.

Review Source: Capterra
 

Antonio from Sinergidea srl
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

I'm user and a vendor. Very satisfying

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Custome Satisfaction. Good performances in contact center environment. Customer become independent in few weeks

Pros

Easy to use, well supported, new capabilities. Configurations are intuitive and the product is versatile

Cons

the support is not 24/7. The contact manager is a little bit rigid but at the moment I have fixed all the problems

Review Source: Capterra
 

Skander from EVS TUNISIA
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2017

February 2017

GOOD SOLUTION

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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nice solution, Xcally offre all features that we need in call center without problelms and we don't need engeneers skills to manage the solution.

Nice work, to be continued.

Pros

Easy administration
All features are working good.

Advice to Others

The good solution to easelly win customers in call center.

Review Source: Capterra
 

John from HELiO Technology
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Nice and easy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
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We were looking for the best web base contact center tool on Asterisks and we found xCALLY. It has some really cool features: The customer care agents could manage multiple channels such as chat, email, voice call, fax and SMS according on their skills set and capacity, a customizable real-time reporting dashboard, a user friendly drag and drop visual IVR designer, integrations for Zendesk, custom contact auto pop up details, mobile app and it comes with a free phonebar (softphone) that fit in nicely. We drop the idea of buying hardphone completely.

It is worth pointing out that when we encountered some limitation implementing xCally on a google cloud platform, the support team was there holding our hands till it was resolved.







Pros

Clean, simple and powerful

Cons

The phonebar is only available for Windows user.

Advice to Others

If you are serious about your contact center, give xCALLY a try.

Review Source: Capterra
 

Francis from Shopee

January 2017

January 2017

Review to xcally phone and reporting

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
Value for Money
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Been using the xcally since we started 2015.
It is very user friendly and the reporting dashboard is so easy to use.

Review Source: Capterra
 

Marisa from VIP Plaza
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2017

January 2017

xCally Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

xCally has a really good customer service who is ready to help you regarding your issue and of course, it is easy to use. Although, sometimes there are some glitch happened but not frequently.

Pros

Good customer service and easy to use.

Cons

Some glitch happened.

Advice to Others

Nope

Review Source: Capterra
 

Ali from Untited GulfGate Co.
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

This what we can called a valuable call center

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
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Support

We are using xCALLY call center for more than 6 months and frankly we didn't receive any complaint from our agents, the stability, features and using of xCALLY call center is amazing and we are satisfied with it, in addition we became a silver partner of xCALLY for Kuwait and KSA countries and we are selling a lot of agents to our customers, the feedback from our customers till now is positive enough to continue selling this product.

Pros

Features, support, and design of the software

Review Source: Capterra
 

Miguel from LinkedIP
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

Simply the best call center software available today

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I've been in the industry of call centers for over 20 years. During this time I've seen all kind of solutions: starting by the commercial (and expensive) ones and the free/open source ones. They all have their flaws and whistles. As a professional consultant I have to say that the commercial ones, in the mid to long road, they end absorbing a huge part of the profit. The open source ones help leverage the cost but they need a lot of time to tweak and to integrate; this time is also money.
But in between those scenarios, I was able to find xCALLY call center software. You can run xCALLY on your premises or hosted on the cloud on a dedicated or virtual server. The initial setup is very easy and quick. xCALLY comes with its professional softphone (they call it phone bar) which immediately takes off the burden of purchasing softphones or using the limited version of the free ones. xCALLY is agent-oriented and with at least 30 KPIs it's very easy to measure and evaluate agent's performance. On top of that xCALLY comes with a visual IVR designer. For those Call Center managers that love visual stuff xCALLY has the technology to design and deploy powerful IVRs in very simple steps; IVRs can be connected even with external data sources. For Supervisor, xCALLY allows to create a dashboard on the fly and present real-time information of many statutes and variables. Predictive Dialing? Yes. xCALLY features a powerful dialer that can run multiple campaigns at the same time. The latest version of xCALLY adds multichannel support. With the multichannel version is possible to queue events coming from SMS, Chat, Fax, Mail and many more.
I can testify that customers migrating from open source solutions such as GoAutoDial, ViciDial as well as commercial solutions such as Five9 and 8x8 are very satisfied with xCALLY. But xCALLY does not end there. xCALLY also offers integration with top name CRMs such as Salesforce, vTiger, ZenDesk and many more. Having a pop-up window when a call comes in or being able to call with the click of the mouse in a web browser is possible thanks to their Trigger feature.
So when it comes to a very mature and honest call center software I always recommend my customers xCALLY. Their latest version, Motion, is all what IT, Managers, Supervisors, and Agents would expect from a professional call center solution.

Pros

It's a truly call center solution out of the box.
It may be used as an IP PBX too.
Works on-premise or on the cloud.
It comes with its own Softphone.
It has a predictive dialer.
Can be integrated for pop-windows with any CRM.

Cons

It's software so origination and termination services are not included but that's not an issue. The guys from LinkedIP can bundle it all together.

Advice to Others

If you are thinking about going open source and then tweak and do integrations I honestly can tell you that you will save time and money by just going through xCALLY.

Review Source: Capterra
 

Lincoln from Jumia

January 2017

January 2017

xCALLY a Must Have for any Call Center

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Before we started using xcally, we were have challenges with our previous application as it could not seamlessly handle the blended nature or our call center. But with xcally we can now do that and also do the following:
Manage the inbound and outbound call channel effectively using the flexible and
effective Queue Management xCALLY solution provides.
Build simple and extremely complex IVR with ease using xCALLY's powerful drag and
drop cally square tool to build IVR.
Integrate other databases and other CRM application like Zendesk to further enhance
the Contact Center Experience.
Build custom reports and also taking advantage of xCALLY in-built reports which helps
them make business decisions and meet business needs.

In Summary, If you are looking for a Call Management Solution that would best meet your business need?
Then try xCALLY.
We have been privileged to have used the solution for over two years now and all I can is
xCALLY is a must have for any customer service department of any business ranging from small
to large scale Call Centers - You get the best support on the solution and you get the best value
for your money.

Pros

What I like most about the application is the Cally Square. Because that has made IVR design and implementation very easy.

Cons

What I like least in the application is the generalization of information on the IVR. I want to be able to deferential the dashboard report for different unit of the business even though they are using same application

Review Source: Capterra
 

Numan from DVCOM Tech
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

Future of Contact Center Xcally Motion.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
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Support

We at DVCOM, were really looking for the modern and omani channel contact center solution as our customers keep asking for same and found XCally Motion extremely versatile with great wow factor. So far we had several demos to our prestigious clients and at each demo we got the wow and appreciation. The Xcally Motion is designed in a way that address all your future needs and demands as the call center grows and more focus is on customer satisfaction with omani channels communication. DVCOM is the proud partner in MENA region for Xcally Motion.

Pros

Features rich,
Easy to use
Cost effective

Review Source: Capterra
 

Joe from Answernet
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2016

October 2016

xCally Shuttle - Fast, light weight and easy to use!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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We run over 20 call centers utilizing multiple legacy, proprietary telephone switches. By switching to xCally, we have been able to shut down these switches, convert all of our PRI's to SIP circuits and improve our DR substantially!

Shuttle has a fantastic GUI, programming in the visual IVR (cally square) is easy and allows you to build complex call routing rules quickly.

xCally has been a great and has always provided us with outstanding support and they are quick to add features (unique to the Telephone Answering Service industry). Having come from the Avaya world, I have found it much easier to deploy xCally as it takes less than a day to setup and have fully operational (taking calls) whereas in the Avaya world, it takes weeks if not months to get their switch fully built, programmed and functional.

xCally is consistently updating their product and they are quick to implement new features and fixes.

I look forward to working with their new multi-channel version (xCally Motion) as it utilizes asterisk 13 and now gives the ability to manage voice, email, SMS, web chat and faxing, all from one unified environment!

Pros

Fast, light weight GUI, easy to install and maintain. Excellent visual IVR designer.

Cons

Some features like agent to agent recording not available.

Advice to Others

Easy to install and maintain, I would recommend hosting the server on a tier 1 provider like AWS for stability and redundancy.

Spend some time exploring the software and understanding how xCally interfaces with Asterisks, it will make your implementation go much smoother.

Review Source: Capterra