XCALLY Features

XCALLY

Omnichannel contact center management

4.83/5 (77 reviews)

XCALLY Feature Summary

  • 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

Competitor Feature Comparison

API
Activity Dashboard
Activity Tracking
Auto-Dialer
Automatic Call Distribution
Automatic Notifications
Business Intelligence
CRM Integration
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Campaign Management
Chat
Chat Transcript
Client Management
Commenting
Computer Telephony Integration
Conferencing
Contact History
Contact Management
Custom Fields
Customizable Reporting
Customizable Templates
Dashboard Creation
Database Integration
Disaster Recovery
Drag & Drop Interface
Email Integration
Event Triggered Actions
Feedback Collection
Help Desk Integration
IVR / Voice Recognition
Monitoring
Multi-Channel Communication
Multi-Channel Management
Performance Management
Predictive Dialer
Progressive Dialing
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Role-Based Permissions
SMS Integration
Social Media Integration
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Visual Analytics
Voice Mail
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Activity Tracking
Auto-Dialer
Automatic Call Distribution
Automatic Notifications
Business Intelligence
CRM Integration
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Campaign Management
Chat
Chat Transcript
Client Management
Commenting
Computer Telephony Integration
Conferencing
Contact History
Contact Management
Custom Fields
Customizable Reporting
Customizable Templates
Dashboard Creation
Database Integration
Disaster Recovery
Drag & Drop Interface
Email Integration
Event Triggered Actions
Feedback Collection
Help Desk Integration
IVR / Voice Recognition
Monitoring
Multi-Channel Communication
Multi-Channel Management
Performance Management
Predictive Dialer
Progressive Dialing
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Role-Based Permissions
SMS Integration
Social Media Integration
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Visual Analytics
Voice Mail
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Activity Tracking
Auto-Dialer
Automatic Call Distribution
Automatic Notifications
Business Intelligence
CRM Integration
Call Center Management
Call Disposition
Call List Management
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Transfer
Callback Scheduling
Campaign Management
Chat
Chat Transcript
Client Management
Commenting
Computer Telephony Integration
Conferencing
Contact History
Contact Management
Custom Fields
Customizable Reporting
Customizable Templates
Dashboard Creation
Database Integration
Disaster Recovery
Drag & Drop Interface
Email Integration
Event Triggered Actions
Feedback Collection
Help Desk Integration
IVR / Voice Recognition
Monitoring
Multi-Channel Communication
Multi-Channel Management
Performance Management
Predictive Dialer
Progressive Dialing
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Reporting & Statistics
Role-Based Permissions
SMS Integration
Social Media Integration
Survey Management
Surveys & Feedback
Text to Speech
Third Party Integration
Visual Analytics
Voice Mail
Workflow Management
Visit WebsiteCompare App

XCALLY Feature Reviews

25 reviewers had the following to say about XCALLY's features:

Anonymous
(Information Technology and Services company, 1-10 employees)

Omni-channel call center solution

2019-09-11

Agents can easily move from ​different support channels without losing​ time and focusing on ​customer's requests.

Pros

Multi-channel integration Multiplatform clients Modern UI look and feel Extensible and CRM integrated via APIs Analytics​: out of the box available​ a wide collection of stats and the chance to customize and create new reports

Cons

No automatic upgrade, it​ requires to be triggered via UI manually.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Dean Marsh

Feature rich application providing a single UI to call-centre agents for multiple input streams.

2016-08-11

It is a feature rich application providing not only standard forms of communication like voice / email / chat / sms; but it also includes an open channel allowing any number of external communication like twitter / facebook to also be fed to agents in a single user interface.

Pros

Single UI for multiple input streams to call centre agents. Open channel to allow unlimited integrations.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Matovu Medhi

Very Scalable!

2020-04-14

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

The ease to use third party API is incredible.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Roberto Sanchez

Very Good Solution for Bussiness

2020-03-20

We implement the solution on Small Business with very pleasure response by our customers.

Pros

Amount of integrations, omni channel, easy use, price, fast and good support,

Cons

Poor Contacts Management for Queue Campaings

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Simone Ballarati

XCally - Automotive Best in Case

2019-11-28

BDC Automotive integrated with XCally Platform multi-channel generated 20% more bussiness for agents

Pros

The Multichannel Solutions is really covering all channels integration

Cons

Truly speaking we do not find low performing features

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Julian Luzar

The BEST Omnichannel Call Centre Software ever!

2019-02-15

Enhancing business capabilities of my call centre agents where they are able to increase their productivity managing different channels in 1 dashboard. We get a lot of order confirmations via emails and email interactions and accountability are tracked with ease.

Pros

Omni-channel IVR designer to create your own IVR scripts in 3 steps!

Cons

Can't think of any really, perhaps having a more extensive workflow solution so that we can use it as a mini-CRM rather than integrating it with other solutions.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ivan Sixto

Impressive omnichannel experience and really easy to connect with business

2018-03-06

Complementary software for our business and services, great product for all our solutions!

Pros

XCally is a real Omnichannel product, designed from a complete multi-channel integration point of view, not only for voice calls.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Telecommunications company, 51-200 employees)

A special call centre

2019-01-09

Our company is now accustomed to this service. It's cost effective compared to other customer service tools in the market hence it is a must have choice for my company

Pros

It has social media integration and inbuilt voice recording.

Cons

The tech support team is not available for help during emergency.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Sama Sama

Multimedia Contact Center

2018-08-13

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
norman namkoong

Do you want realtime and beautifull call-center dashboard ?

2016-07-05

Realtime dashboards give to you right information directly.

Pros

easy to use realtime dashboard integration CRM

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering XCALLY

just choice this solution if you don't want lost money.

Source: Capterra
Helpful?   Yes   No
Read more
Shinji Uchi

Great solution for call center

2018-08-09

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Lincoln Badejo

xCALLY a Must Have for any Call Center

2017-01-19

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.

Pros

Because that has made IVR design and implementation very easy.

Cons

I want to be able to deferential the dashboard report for different unit of the business even though they are using same application

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Manuel Veronesi

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

2017-09-13

Pros

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)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Pape Pathé KAIRE

An excellent solution for managing the customer relationship

2019-02-15

I sold well and integrated several solutions call center, and each time the report was the same: - Software too complex - Missing features that must be developed - Many requests for support from our customers because not easy to use Since I started selling and integrated Xcally, I have almost no more support request so the software is feature rich and very easy to use.

Pros

Its ease of integration and use.

Cons

No integration with Odoo yet Minimum number of users (at least one admin and one supervisor)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Telecommunications company, 11-50 employees)

xCally from an Integrators perspective

2020-04-09

Meets all Contact Centre requirements irrespective of industry.

Pros

Simple licensing model Ease of integration Tracking of the complete customer journey across all channels Phonebar

Cons

Need database administrator to write custom reports

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
John Chua

Nice and easy

2017-01-22

It has some really cool features: The customer care agents could manage multiple channels such as chat, email, voice call, fax and SMS according on their skills set and capacity, a customizable real-time reporting dashboard, a user friendly drag and drop visual IVR designer, integrations for Zendesk, custom contact auto pop up details, mobile app and it comes with a free phonebar (softphone) that fit in nicely.

Pros

Clean, simple and powerful

Cons

The phonebar is only available for Windows user.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering XCALLY

If you are serious about your contact center, give xCALLY a try.

Source: Capterra
Helpful?   Yes   No
Read more
Stanley Muchemwa

XCALLY Motion V2 Review

2018-08-03

We are solving customer experience issues with XCALLY.

Pros

The contact center social media integration - especially the open channel is good. 2.

Cons

1. Talking / Interacting with nameless people

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Eugenio Rabbione

Great Product

2018-08-07

Pros

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Elia Defilippi

Easy to use and full of interesting features

2018-08-08

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.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
John Alam

Xcally stands at the frontier of call center

2019-11-20

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Telecommunications company, 11-50 employees)

Great Omnichannel Contact Center Solution

2018-08-08

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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ahmad Hussein

Simply put, XCally saved us time and money.

2018-05-13

Well, we have an enterprise level call center at a very reasonable cost.

Pros

* Reliability based on the legendary Asterisk call manager * Easy to use and well designed user interface * Visual drag and drop IVR designer * Live, customizable and beautifully designed stats dashboards * Reasonable pricing compared to the competition

Cons

* Trials are very limited * Phone Bar supports Windows only, other OSes have to use other regular VOIP software (ex.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Oren Kaplan

Amazing Omnichannel Solution

2020-04-03

Pros

It allows easy management of many different communication channels. The UI is excellent both for admin and the agent.

Cons

I like everything about it. We do not have any issues

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
wan hassan

XCally

2018-08-08

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Alexandre Falcão

Pratical, Reliable and Very-Well Design

2016-07-05

Xcally Shuttle can drive you inside Asterisk word without further knowlodge. You'll be able to understand your call centre operation in few minutes.

Pros

Smooth and very-well designed web interface, customizable reports, Drag and Drop IVR, Visual Dialplan Interaction

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering XCALLY

The best solution for asterisk call centre solution on the Market in my opinion.

Source: Capterra
Helpful?   Yes   No
Read more