XCALLY Pricing, Features, Reviews & Comparison of Alternatives

XCALLY

Omnichannel contact center management

4.89/5 (53 reviews)

XCALLY overview

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

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 8 other markets, China, Europe, Germany, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

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
Miguel Licero

Simply the best call center software available today

Used daily for 1-2 years
Reviewed 2017-01-19
Review Source: Capterra

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. 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.

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Joe Adam

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

Used daily for 1-2 years
Reviewed 2016-10-12
Review Source: Capterra

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

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Lincoln Badejo

xCALLY a Must Have for any Call Center

Used daily for 1-2 years
Reviewed 2017-01-19
Review Source: Capterra

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

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Mariella Ferrara

Olivetti Customer Care

Used daily for 2+ years
Reviewed 2018-08-08
Review Source: Capterra

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!

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Manuel Veronesi

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

Used weekly for 2+ years
Reviewed 2017-09-13
Review Source: Capterra

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)

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XCALLY pricing

Pricing options
Free trial
One-time license
Subscription
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
Contact History
Email Integration
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration

Activity Dashboard (59 other apps)
Automatic Notifications (63 other apps)
Customizable Branding (56 other apps)
Instant Messaging (70 other apps)
Knowledge Base (84 other apps)
Prioritizing (54 other apps)
Ticket Management (51 other apps)
Workflow Management (47 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Media
Security

#11 in Call Center

View full ranking
41
11
11
6
2

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

XCALLY also features in these categories:

Additional information for XCALLY

Key features of XCALLY

  • Outbound call center
  • Call logging
  • Progressive dialer
  • Manual dialer
  • Inbound call center
  • Blended call center
  • Premise-based call center
  • API open channel
  • Auto-dialer
  • Web chat
  • E-mail management
  • SMS
  • Fax
  • Open channel API (Facebook, Twitter integrations...)
  • Reports & analytics
  • IVR designer
  • Predictive dialer
  • Preview dialer
  • Scripting tool
  • 3rd party integrations
  • WebRTC
  • Real-time monitoring
  • Contact management
  • Custom dashboards
  • Agent softphone
  • Automations & triggers
  • 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.