XCALLY Pricing, Features, Reviews & Alternatives

XCALLY

Omnichannel contact center management

4.83/5 (82 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
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English, Korean, Spanish, Italian, French
XCALLY screenshot: Drag & drop IVR designer toolXCALLY - Omnichannel contact center platformXCALLY 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 user reviews

Value for money
Features
Ease of use
Customer support
  4.7
  4.8
  4.8
  4.8
Numan K.

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 S.

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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arcangelo c.

The perfect software to manage multichannel !!

Used daily for 2+ years
Reviewed 2021-04-14
Review Source: Capterra

when I selected the product I had a precise idea and I hoped it could be confirmed, well, the expectations were exceeded by reality. Congratulations indeed to the whole organization.

Pros
The ease and speed of implementation, the professionalism of the people, the very high level of daily support, the presence on a global scale! Last but not least, the training plans for users and partner programs !! really excellent!

Cons
The only thing that can be improved from my point of view is the graphics of the product, but I know they are working on it ... as often happens, companies with top products invest more in substance than aesthetics!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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John A.

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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Loring L.

Great functionality at a competitive price

Used daily for 1-2 years
Reviewed 2021-03-22
Review Source: Capterra

Our over all experience was a very good one. They were with us through out the process of onboarding to deployment and were readily available for any questions that we had.

Pros
The cloud native platform is extremely easy to use. The set up and configuration is very straight forward. We had our system up and running in less than a week. The UI is well thought out and the system features are robust and they have a drag-n-drop IVR designer that helped simplify the design process. They have a built in integration into the CRM we use so there was no need for extra development. The Omni-channel product was more complete than the other companies we looked at and priced better.

Cons
We needed a WFM solution and Xcally did not offer one but we were able to custom integrate with another solution that provided the services we needed and the systems works well together.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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XCALLY pricing

Pricing options
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
Call Center Management
Chat/Messaging
Email Management
Live Chat
Multi-Channel Communication
Queue Management
Real-Time Chat
Reporting & Statistics
Reporting/Analytics
Surveys & Feedback
Third Party Integrations

Activity Dashboard (151 other apps)
Alerts / Escalation (194 other apps)
Alerts/Notifications (152 other apps)
Customizable Branding (204 other apps)
Knowledge Base Management (175 other apps)
Mobile Access (134 other apps)
Self Service Portal (153 other apps)
Support Ticket Management (138 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.