XCALLY software


54 reviews(5.0/5)
54 reviews(5.0/5)

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.

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

54 Reviews of XCALLY

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  • Verified Reviewer

    Number of employees: 10,000+ employees

    August 2018

    The Best Choice for Customer Service and Call Receiving

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    XCALLY is usually used by call centers since it deals greatly with call logging, scripting, monitoring, recording and others, but it is a great tool for customer service as well. As a customer service specialist, we receive feedback through different mediums, and some of these calls we receive through calls. XCALLY allows us to monitor these different calls and to record them, allowing us to go back and review them or to document them. Integration with some call application is possible, which is a plus.

    Cons

    After using XCALLY for a few months now, there are just no disadvantages worth mentioning. It is working great.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Sama from ILANZ

    Number of employees: 51-200 employees

    August 2018

    Multimedia Contact Center

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Triggers for Agent Screen POP
    Inbuilt Voice recording
    Social Media Intigration
    Dash board

    Cons

    Needs to Improve on the Real-time dashboards for Voice and other media channels
    whats App connector

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Stanley from Information Technology and Services

    Number of employees: 2-10 employees

    August 2018

    OMNI Contact Centre Solution with reasonable licensing fee

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    All in 1 GUI regardless whichever media (voice, email, SMS, chat or instant messenger) my clients to contact my customer service. This has resolved my customer experience issue due to difference tools was using in the old system.

    Pros

    Easy to setup and configure.
    Very user friendly GUI and quick deployment.

    Cons

    Nope at the moment but we need to refresh the application license whenever the AWS instance has restarted.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Shinji from Food

    Number of employees: 11-50 employees

    August 2018

    Great solution for call center

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Everything you need for a call center is included.
    Integration with some of the well-known CRMs which makes it powerful.
    Great support service. You can get very quick feedback and help from the team.

    Cons

    It takes some time to understand the functions and features, and it would be better to have some knowledge of Asterisk.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    August 2018

    Great Omnichannel Contact Center Solution

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Definitely an excellent option to consider for any Contact Center project. There is room for some improvements but the product is very well maintained and developed and the market positioning is EXCELLENT

    Pros

    The power of all the available channels including an OpenChannel for multi purpose protocols.

    The commercial approach, flexibility of the product and support is also amazing

    Cons

    The Jscripty tool to design scripts for agents that is too simple

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Mariella from Smart Entrprice

    Number of employees: 501-1,000 employees

    August 2018

    Olivetti Customer Care

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    XCally is a great solution for our activities! It provides specialized functions for our Contact Center Agents activities and a great UI too, both for Agents and for Supervisors. One of the best thing about XCally is that you don't need IT people in order to configure queues, agents and even simple IVR.. We use XCally mainly for handling Voice Phone Calls but we use also the Omnichannel Chat module, which provides a good level of customization and activities monitoring capabilities (using the Realtime environment and the Analytics). We are using XCally from 5 years now and each time we need to upgrade it for a new channel it takes us very little time!

    Cons

    nothing special, it’s a good solution for all our requirements and needs

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Nouti from Payxpert France

    Number of employees: 11-50 employees

    August 2018

    The best omni-channel software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    All is thinked to work first with API . Dashboard and UX are really good. The team is really reactive and ready to help. The price is really interesting when you look about all the functionnality included on.

    The interconnexion with lot of system like Google ASR, Amazon Poly, etc give the opportunity to create really powerful IVR.

    Cons

    High possibility of personnalisation request skills on the software to create amazing things.
    It can be hard to start from nowhere with this kind of solution.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Naser from Cloud Matters

    Number of employees: 2-10 employees

    August 2018

    The most competitive contact centre with powerful features.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We needed a cost effective and featire rich contct centre solution that is a true Omichannel, which akow you to connect with your customer whereever they are, voice, SMS, chat, email and open channel such as Twitter, Facebook etc. XCALLY packed with power set of features.

    Pros

    The ease of callflow design, the IVR scripter and the omnicahnnel options makes implementing a contact centre project an exciting one.

    Cons

    Not stright forward to set up multibel SIP providers.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • wan from Grab

    Number of employees: 1,001-5,000 employees

    August 2018

    XCally

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    - Work very well on Cloud based Services such AWS
    - Easy to install and scalable
    - User Friendly and solid client phonebar software
    - Asterisk based, therefore integration with any telco provider not an issue
    - Cally Square (IVR Module) is one of the powerful tools which allow us to do CTI integration easily and support build of complex IVR structure within short amount of time.

    Cons

    - The tech-support could be a little bit slow in response sometime, however this is due to different time zone as we are SEA based company.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Paolo from Tecnical Division/Voice

    Number of employees: 201-500 employees

    August 2018

    XCALLY Motion, simple, scalable, customizable for specific needs

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We are an Italian Telecommunications Operator and we have chosen xCally as product for our customers (call center). We offer end-to-end service: Optical Fiber , Connectivity, VoIP, Cloud... and XCALLY as a service platform. Our customers need of : customization and scalability solution, high performance and xCally product meets these needs. Good choice!

    Pros

    Virtualizable solution, very easy to install and maintain, good performance on all channels, excellent IVR designer.

    Cons

    Should be developed with better performance the ip-PBX module

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Claas from VoIP Thailand Co., Ltd.

    Number of employees: 2-10 employees

    August 2018

    XCally Review from a Thailand perspective

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Good.

    Pros

    The IVR builder and the XCally Softphone are great.

    Cons

    It's not easy to backup XCally and pricing structure should be reviewed especially compared with some other Solutions in the market. In our point of view it would be better for the market in South East Asia to change the pricing model and offer a basic version free of charge and charge for modules.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 2-10 employees

    August 2018

    xCally Motio v2 - Fast, easy to use and great support!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    User Interface simple and most reactive
    Easy to understand functionality
    Professional and competent support

    Cons

    nothing major, phone bar is not available for MacOS and Debian.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Elia from Azienda Vitivinicola TRE ACINI

    Number of employees: 2-10 employees

    August 2018

    Easy to use and full of interesting features

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We started using XCALLY to manage our social media interactions (Facebook, Twitter and Instagram) and we are very satisfied with the application and the help given to us by the support and sales team over time. The value for money is perfect!

    Pros

    * Possibility to manage your social media using Open Channel
    * Powerful 3rd party applications (the most famous ticketing and CRM systems)
    * Modern GUI and easy to use
    * Flexibility and availability of the development team to configure the application according to our needs
    * The support and sales team consists of experienced staff and communications are excellent

    Cons

    Nothing relevant in the daily use of the application

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Michele from StashAway

    Number of employees: 11-50 employees

    August 2018

    Great value for money to manage top-notch customer service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I first used XCally as the CEO of ZALORA Group, with Customer Support Centers in 6 countries and hundreds of CS Reps. XCally integration with ZenDesk, its ease of use and its value for money made it a clear top choice. When I left ZALORA to found StashAway, XCally was the obvious choice to empower our Customer Engagement Team. I have recommended XCally to several other entrepreneurs and senior managers in South East Asia.

    Pros

    - Ease and simplicity of use (easy to train many CS reps)
    - Integration with Zendesk
    - Ability to manage multicountry easily
    - Reliability
    - Value for money

    Cons

    - Not many

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Eugenio from Seri System spa

    Number of employees: 51-200 employees

    August 2018

    Great Product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to use, very good interface and with an amazing support.
    The product is constantly updated and well documented.
    The possibility of integration with many CRMs and the reporting system are a powerful support in the decision process.

    Cons

    For our needs, we have not yet encountered any problems or limitations in xCally

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Stanley from Pinesoft Technologies

    Number of employees: 2-10 employees

    August 2018

    XCALLY Motion V2 Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We are solving customer experience issues with XCALLY.

    Pros

    1. The contact center social media integration - especially the open channel is good.
    2. The learning material is simple to use

    Cons

    1. Talking / Interacting with nameless people

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Panayiotis from AA Acenetworks Ltd

    Number of employees: 11-50 employees

    August 2018

    Easiest fully functional call centre software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy of use and feature availability. Most usefull call centre platform

    Cons

    outbound routes not as easy. A better design in the future will help

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • GERARDO from Telecommunications

    Number of employees: 2-10 employees

    June 2018

    Easy to use, very flexible, too many features.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    A powerful contact center solutions, easy to use and available everywhere.

    Pros

    Its flexibility on cloud because of its architecture. Price is fairly and WebRTC version is pretty enough.

    Cons

    Because of its fast growing there are updates very often, some of them have some bugs which must be corrected on later versions.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Fabricio from Cooperativa Mixta Matasiete

    June 2018

    I recommend it, it's a good software.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I like it because it is very productive, its interface is good, is an easy to use software and the price is very good.

    Cons

    It's good, but it's not perfect, at first it was a little difficult to understand all its functions and features.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Thomas from Rocket Internet

    May 2018

    A flexible product for global customer service operations

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The customer support! Even the CEO makes sure that we are getting the most from our product. That is especially helpful for us as a startup.

    Cons

    We needed to configure some database settings for our global rollout of KPIs. For most users that is not a problem since the native dashboard is effective.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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