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.
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
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.
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!
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.
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.
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