XCALLY

Avantages

XCALLY is usually used by call centers since it deals greatly with call logging, scripting, monitoring, recording and others, but it is a great tool for customer service as well. As a customer service specialist, we receive feedback through different mediums, and some of these calls we receive through calls. XCALLY allows us to monitor these different calls and to record them, allowing us to go back and review them or to document them. Integration with some call application is possible, which is a plus.

Inconvénients

After using XCALLY for a few months now, there are just no disadvantages worth mentioning. It is working great.

Avantages

This is a great product for omni-channel contact center work. We've been with the company since their voice only product ... Shuttle. We are now on the latest version and we love it.

Inconvénients

Nothing we particularly don't like about it. We use it every day in 25+ contact centers and it really lets us compete in the industry.

Avantages

Can be customised to your specific needs
Considering what you get in terms of features, and what you pay - it is a bargain
My team and supervisors love it!

Inconvénients

Nothing comes to mind. Really pleased with the product

Avantages

We have been using Xcally for the past 5 years across 8 different geographies. Integrated into a cloud base ticketing system and enjoyed it's great scalability, inter-operability across system and all this at a very competitive pricing. No downtimes, limited upgrades, bug-less.

Inconvénients

nothing major. normal ramp up period to get all the proper integration across the cloud systems going but have been very smooth since then. great support also always demonstrated from the Xenilab team.

Avantages

XCALLY è una soluzione eccezionale che offre numerosi vantaggi per il nostro call center. Prima di tutto, il sistema di smistamento intelligente delle chiamate ci ha permesso di ridurre notevolmente i tempi di attesa dei clienti, garantendo che ogni richiesta venga assegnata al rappresentante più adatto. Ciò ha migliorato significativamente le esperienze dei nostri clienti, aumentando la soddisfazione e la fedeltà. Inoltre, le funzionalità avanzate di monitoraggio e reporting ci offrono preziosi dati in tempo reale sulle performance del call center e degli agenti. Questo approccio basato sui dati ci ha consentito di prendere decisioni informate, ottimizzare l'allocazione delle risorse e individuare le aree in cui i nostri agenti possono migliorare. Infine, l'integrazione fluida con il nostro sistema CRM ci permette di accedere istantaneamente alle informazioni sui clienti durante le interazioni, permettendoci di fornire supporto personalizzato e tempestivo.

Inconvénients

Sebbene XCALLY sia una soluzione eccellente, ci sono alcune piccole criticità da considerare. Inizialmente, abbiamo riscontrato una leggera curva di apprendimento durante la fase di configurazione e onboarding. Un po' più di assistenza iniziale avrebbe potuto agevolare il passaggio a nuovi utenti e garantire un avvio più agevole.

Avantages

Il supporto che abbiamo avuto da tutti i reparti è stato sempre veloce e risolutivo.

Inconvénients

L'usabilità dell'interfaccia è migliorabile

Avantages

La possibilità di customizzare le configurazioni del software nel dettaglio. Lavorando in un BPO con numerosi Clienti è fondamentale poter personalizzare le impostazioni del sistema per servizio per cliente.
Ritengo essenziale e tra i benefici principali che il sistema recepisca le modifiche in realtime, senza dover scollegare gli operatori.

Inconvénients

Le configurazioni legate alla reportistica potrebbero essere più intuitive. Elaborare report personalizzati può risultare complesso per utenti non tecnici, privi di competenze nei linguaggi tipici utilizzati nella configurazione dei database.

Avantages

Integrazione con i più diffusi CRM/Ticket System, integrazione con soluzioni Conversational AI

Inconvénients

Sarebbe utile disporre di una interfaccia grafica più ergonomica

Avantages

It's very customizable as it's based on Asterisk . If you invest a little bit of time on this application, you certainly can achieve all the demands of your company thanks to the flexibility it brings.They have an extensive knowledge based (wiki) where you can find a lot of documentation and examples, really useful when you start with the configuration.Sales team demonstrated to be very flexible and always adapted to our demands, something that we really appreciate a lot.

Inconvénients

I would say that if you don't have purchased a "priority support", sometimes it could take some time to get an answer of a ticket raised to the support team.

Avantages

La facilità di utilizzo del prodotto e la capacità di integrazione con i più diffusi CRM e sistemi di ticketing ed inoltre la possibilità di integrarsi con soluzioni di Conversational AI

Inconvénients

Abbiamo avuto alcuni problemi dovuti il database

Avantages

x come Multicanale, Social Network integrato, Scalabile, costantemente aggiornato. Avrai sempre il tuo Partner locale dedicato: cosa chiedere di più?

Inconvénients

Nulla da segnalare tranne che attendere ulteriori novità

Avantages

Easy to install and maintain. Great support.

Inconvénients

Fast evolution process can make some issues.

Avantages

La cosa che più apprezzo di XCALLY è la sua interfaccia utente intuitiva e ben progettata, che rende facile e veloce l'accesso alle funzionalità chiave. XCALLY è un software di contact center all-in-one che offre una vasta gamma di funzionalità e strumenti avanzati per gestire le chiamate in entrata e in uscita, la chat, l'email e i social media. Il software è facile da usare e personalizzabile

Inconvénients

Reputo Xcally un prodotto molto completo

Avantages

Facilità di utilizzo e di configurazione

Inconvénients

mancanza di integrazioni con Azure (cognitive)

Avantages

Praticità, rapidità di utilizzo, interfaccia friendly. Possibilità di interagire con i clienti attraverso un unico strumento: chiamate e messaggi da ogni canale possono essere gestiti esclusivamente grazie a XCALLY. Eccellente la possibilità di comunicare con i propri colleghi, ottime le funzionalità garantite agli admin che possono supervisionare in maniera efficace l'operato degli agenti.

Inconvénients

Non ho avuto problemi con XCALLY. Il servizio di assistenza sempre a disposizione è una garanzia.

Avantages

Il tool di configurazione delle code e le metriche sulle perfomance

Inconvénients

Nulla, non ho trovato alcun lato negativo

Avantages

La facilità di gestione e l'interfaccia IVR

Inconvénients

Non posso evidenziare particolari aspetti negativi

Avantages

I like its IVR and JSCRIPTY a lot especially with its drag and drop features which make it very easy to set up and use.

Inconvénients

It would be great if it has a built in CRM.

Avantages

We integrated with our Zendesk ticketing system and it is no brainer and easy to navigate and use. The subscription fee is consider affordable. The account manager in charge are highly responsive and extremely helpful.

Inconvénients

I dont have any bad experience with XCALLY so far.

Avantages

Facilità d'uso, API, integrabilità, adattabilitò

Inconvénients

Dialer. Troppo rigido in alcuni aspetti.

Avantages

integration possibilities, easy to integrate (API)

Inconvénients

I can not tell there are any such things

Avantages

Easy to use and user friendly. Integration with Teams. Reporting possibility.

Inconvénients

Takes some time to set up, once done it works.

Avantages

Nach relativ kurzem Training ist man in der Lage, das Tool vollumfänglich selbständig einzusetzen. Die Integration mit 3rd Party Applications und Datenbanken ist spielend einfach, die meisten Funktionen lassen sich direkt per API ansteuern und somit in eigene Geschäftsprozesse einbinden. (Noch) nicht vorhandene Features lassen sich i.d.R. selbst nachbauen.

Inconvénients

Die Optik des Agenten-Frontends wirkt ein wenig verstaubt, hier wären ein Update oder die Möglichkeit, Templates zu verwenden/entwerfen, wünschenswert.

Avantages

We like that XCALLY is very flexible and it can be deployed both on premise and on the cloud. Besides, the openchannel capabilities allow XCALLY to integrate to virtually any communication platforms that supports RESTful API web services.

Inconvénients

Because XCALLY it's like a tool box some time it's needed to built exactly what is needed, but the good news is that you can build whatever you want.

Alternatives envisagées 

Pourquoi choisir XCALLY 

Pourquoi passer à XCALLY

Avantages

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.

Inconvénients

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.

Avantages

Very easy to use and stable with great support.

Inconvénients

flexibility and great features. I like every inch of this application.

Alternatives envisagées 

Avantages

Xcally easy to use and reliable. Scalability is what brings it really to the market. Modular is the key word when it cones to arch

Inconvénients

Missing a multi tenant feature, that is the only thing other than that everything is great

Avantages

Auto-Dial is killing, Contact is good and IVR designer is one of the best that I ever used.

Inconvénients

Open channel - Line, Open channel - Facebook

Avantages

As a partner I was involved with initially finding an additional solution that fits our portfolio as a reseller.During the project we learned that the XCally environment is easy to maintain and we are having very good experiences in customizing the system and are pleased with the open APIs and the ease of use in general

Inconvénients

The design of the software (Agent and admin) could look more modern. The Agent-Interface should be adjustable a bit mor than it already is.

Avantages

Easy to use, design and functionality! The software has friendly IVR designer

Inconvénients

I’m waiting WFM feature. Easy price model for customers.

Alternatives envisagées 

Pourquoi choisir XCALLY 

Logiciel antérieur 

Pourquoi passer à XCALLY

Avantages

Con XCALLY posso, attraverso la dashboard realtime, verificare in ogni momento, i livelli di servizio, e l’attività degli agenti, visualizzando velocemente il numero di agenti occupati in conversazione o in pausa. Oltre alle tante funzioni c’è anche la possibilità di consultare facilmente il flusso delle chiamate presenti all’interno degli IVR ed avere indicazione su quanti utenti hanno utilizzato la modalità self e quanti sono stati accodati all’operatore. Inoltre, l’integrazione con molti applicativi consente all’agente di ottimizzare le tempistiche di reperimento delle informazioni, velocizzando anche il tempo dedicato alla ricerca del chiamante. Mi ritengo molto soddisfatta di questo strumento, trovo che sia adattabile ad ogni situazione.

Inconvénients

Al momento non ho commenti negativi da segnalare .

Avantages

La possibilità di abilitare omni canale con semplicità di esecuzione e di licensing

Inconvénients

La parte di report e dashboard limitata e non permette la customizzazione in maniera immediata e facile

Alternatives envisagées 

Pourquoi choisir XCALLY 

Pourquoi passer à XCALLY

Avantages

XCALLy is an easy to setup and manage platform. It offers us the ability to automate many of the call center needs and filla gap in the market.

Inconvénients

Will love to see an integration of call controll int he scripting page.

Avantages

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.

Inconvénients

I can honestly say there was nothing I do not like

Avantages

Intuitive GUI.
Tons of features.
Easy Install & Maintain.
Future Proof Investment.
State of the art technology.

Inconvénients

I live everything about Xcally Motion 2.

Avantages

A lot of functions very useful for our business

Inconvénients

Add more features to phonebar to improve agent functionality

Avantages

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!

Inconvénients

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!

Alternatives envisagées 

Pourquoi choisir XCALLY 

Pourquoi passer à XCALLY

Avantages

Grazie a XCALLY posso monitorare in tempo reale, consultando un’unica dashboard, l’andamento di tutti i canali di comunicazione attivi per un servizio. La reportistica è personalizzabile in base alle proprie esigenze. Inoltre, è anche possibile configurare automazioni sui diversi canali di contatto velocizzando i processi di supporto all’utente che aiutano a migliorare la Customer Experience. Anche lato agente è user-friendly. Ritengo che XCALLY sia uno strumento completo, personalizzabile e che sia un’ottima soluzione per Contact center.

Inconvénients

Non ho segnalazioni negative da evidenziare

Avantages

- Ease and simplicity of use (easy to train many CS reps)
- Integration with Zendesk
- Ability to manage multicountry easily
- Reliability
- Value for money

Inconvénients

- Not many

Avantages

- 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.

Inconvénients

- 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.

Avantages

All is thinked to work first with API . Dashboard and UX are really good. The team is really reactive and ready to help. The price is really interesting when you look about all the functionnality included on.

The interconnexion with lot of system like Google ASR, Amazon Poly, etc give the opportunity to create really powerful IVR.

Inconvénients

High possibility of personnalisation request skills on the software to create amazing things.
It can be hard to start from nowhere with this kind of solution.

Avantages

The support is out of this world. The xCally support professional who has handled our implementation and issues is exceptionally personable, expert and responsible. I've worked with a wide range of support teams, and there's a lot of good people out there, but there's no one like Felice!

Inconvénients

Minor point/fix suggestion: When you clone a IVR in Cally Square, you need to reassign values (i.e., for sound files) in the cloned IVR, so if the IVR is complex, this can be a chore.

Avantages

Easy to use
Mutil functions and features
Up to speed with industry changing
Decent pricing compared to others
Good customer support
Friendly interface

Inconvénients

agent's performance dashboard ( occupancy)
All agents dashboard
Real Time metrics calculator

Alternatives envisagées 

Logiciel antérieur 

Pourquoi passer à XCALLY

Avantages

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

Inconvénients

Some features like agent to agent recording not available.

Avantages

the multichannel is so for the impactfull feature for our business.we implemented Voice, SMS, Web Chat, E-mail,Fax and Social Channels to keep closely in touch with our customers.
Our agents really enjoy the motion solution because it's very easy and frienduser.
We've fully integrated with SalesForce and that help us to manage efficiently our customers relation.

Inconvénients

I experienced a particular misfunction when I add a team to a Queue, team members don't receive calls.
I have to add each agent directly on Queue to allow them receive the calls.Maybe i did something wrongh or I hope that can be improved.

Avantages

Omnichannel, easy to use, easy to learn the use, can be customized with any application or CRM, very flexible and stable, is a rock solid solution and easy implementation

Inconvénients

nothing everything is very useful for Contact Center customers

Alternatives envisagées 

Pourquoi choisir XCALLY 

Pourquoi passer à XCALLY

Avantages

It is very easy to use for the daily task of our operation. The team is so well supported, new capabilities.

Inconvénients

There are not many cons that I mention in this review. However, I need more friendly interface of this system.

Avantages

Ease of use and global support system when the need for support arises.

Inconvénients

Still trying to figure this out - nothing not to like so far.

Avantages

I use many telecom solution but xcally is perfect, easy to use and stable.

Inconvénients

All is perfect in xcally i have nothing to write here at this moment and after 4 years of use.

Avantages

Easy to use, a lot of standard functionalities and optional one with programming , You can integrate it with a lot of CRM's and apps.

Inconvénients

I don't find any important aspect of the software that i don't like