XCALLY Pricing, Features, Reviews & Comparison of Alternatives

XCALLY

Omnichannel contact center management

4.83/5 (77 reviews)

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.
www.xcally.com

Pricing

Pricing options
One time license
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 4 other markets, Japan, Germany, Brazil, Mexico

Supported languages

English, French, Italian, Korean, Spanish
XCALLY screenshot: Drag & drop IVR designer toolMotion OverviewXCALLY screenshot: Define the staff: agentsXCALLY screenshot: The agent interactions list contains all the useful data and the possibility to filter and order themXCALLY 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 journeyXCALLY 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

Value for money
Features
Ease of use
Customer support
  4.7
  4.8
  4.8
  4.9
Numan Khan

Future of Contact Center !!! Xcally Motion 2

Used daily for 2+ years
Reviewed 2019-11-25
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
Features
Customer support

Likelihood to recommend: 10/10

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Janet Souter-Dantu

XCally Contact Centre the Way of the future

Used daily for 2+ years
Reviewed 2020-04-09
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
Features
Customer support

Likelihood to recommend: 10/10

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John Alam

Xcally stands at the frontier of call center

Used weekly for 1-2 years
Reviewed 2019-11-20
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
Features
Customer support

Likelihood to recommend: 7/10

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arcangelo carrera

Prodotto TOP ! Rapporto qualità prezzo impressionante

Used daily for 2+ years
Reviewed 2020-04-03
Review Source: Capterra

solo vantaggi....applicativo IVR molto flessibile e personalizzabile direi unico nel suo genere, usability eccezionale,integrazione erp/crm ai massimi livelli possibili dashboard complete e personalizzabili

Pros
Scalabilità,prestazioni,personalizzazione e assistenza continua ai massimo livelli

Cons
Un piccolo refresh grafico non farebbe male...ma niente di che!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Matovu Medhi

Very Scalable!

Used daily for 2+ years
Reviewed 2020-04-14
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
Features
Customer support

Likelihood to recommend: 10/10

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XCALLY pricing

Pricing options
One time license
Subscription
Free trial
View Pricing Plans

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

API
CRM Integration
Chat
Email Integration
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration

Activity Dashboard (119 other apps)
Alerts / Escalation (76 other apps)
Automatic Notifications (105 other apps)
Customizable Branding (124 other apps)
Instant Messaging (102 other apps)
Knowledge Base Management (105 other apps)
Multi-Language (75 other apps)
Support Ticket Management (80 other apps)
Workflow Management (83 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

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
View All Features

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.