XCALLY

Avantages

To start with, it has a beautiful design and it's one stop solution for all GUI regardless of whichever media is used from voice, SMS to messenger. The dashboard is user friendly. It has social media integration and inbuilt voice recording.

Inconvénients

The tech support team is not available for help during emergency. It takes time to resolve issues.

Avantages

Its ease of integration and use.
The support is very responsive as well as the sales team.
The documentation is very complete with all the features well explained.

Inconvénients

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

Avantages

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!

Inconvénients

nothing special, it’s a good solution for all our requirements and needs

Avantages

that you can create you own channels in all of your social networks.

Inconvénients

tech support is not the fastest tech support in this industry. Can improve please!!!

Avantages

What I like the most about the software is that it is possible to develop any project thanks to the possibilities of integrations it offers.

Inconvénients

To say something, what I like least about XCally is maybe the lack of graphics in the reports

Avantages

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

Inconvénients

Need database administrator to write custom reports

Avantages

Easy administration
All features are working good.

Avantages

Multichannel solutions´s connecting social media, incomming calls, sms, e-mails.

Inconvénients

We love the software generally. This is exactly solution which we have been founding for long time.

Avantages

Everything you need for a call center is included.
Integration with some of the well-known CRMs which makes it powerful.
Great support service. You can get very quick feedback and help from the team.

Inconvénients

It takes some time to understand the functions and features, and it would be better to have some knowledge of Asterisk.

Avantages

Easy to use, very good interface and with an amazing support.
The product is constantly updated and well documented.
The possibility of integration with many CRMs and the reporting system are a powerful support in the decision process.

Inconvénients

For our needs, we have not yet encountered any problems or limitations in xCally

Avantages

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)

Avantages

The existing omni-channel function is great, but I was impressed that you could use CallySquare to create a new solution. For example, VoiceBot can be created relatively easily by combining Google and Amazon services. I think this is one of the strengths of XCALLY.

Inconvénients

When doing multi-tenant customer support, it is a bit confusing when the number of queues increases, as there are places where it is difficult to visually identify which tenants (queues) are accessed. I want you to make it better, such as changing the color depending on the cue.

Avantages

UI and Design are the best in the Industry. Very intuitive with all the features of all the biggest competitors in the world.

Inconvénients

As with any robust software, there are a few nuances with the software that takes some time to get used to.

Avantages

The Contact center software is very flexible, extensible and applicable to many situations, where a traditional call center would fail
Many interesting projects can be made with the tools provided by the software
Very user friendly and awesome look in terms of design
Many integration possibilities with existing customer care systems
Very strong development team with many additions and suggestions implementing to the software on a regular basis
Awesome communication experience with customer support and sales teams

Inconvénients

As everything in the world, it is not ideal. But it is the closest to ideal in terms of price and functionality/quality you can get.

Avantages

I like it because it is very productive, its interface is good, is an easy to use software and the price is very good.

Inconvénients

It's good, but it's not perfect, at first it was a little difficult to understand all its functions and features.

Avantages

The customer support! Even the CEO makes sure that we are getting the most from our product. That is especially helpful for us as a startup.

Inconvénients

We needed to configure some database settings for our global rollout of KPIs. For most users that is not a problem since the native dashboard is effective.

Avantages

The ease of callflow design, the IVR scripter and the omnicahnnel options makes implementing a contact centre project an exciting one.

Inconvénients

Not stright forward to set up multibel SIP providers.

Avantages

Its ease of deployment and use.
No need to spend several days training administrators, supervisors, agents.

Inconvénients

That there is no native connector with Odoo.

Avantages

XCALLY is very stable with a Linux based core, low resources consumption and ease of use.
Elegant design with many language even for eastern written languages like ARABIC you get RTL support.
Easy drag and drop IVR.

Inconvénients

Nothing really the applications is awesome.

Avantages

one system - all channel for communication with our clients.

Inconvénients

hard to start dailer system, imposible start several dailer campaign at same time, contact manager one form for every employee, at big companies, there are different departments and they need different contact manager forms. If use one form for everyone - too much info for end users

Avantages

Real omnichannel solution, easy to use and easy to deploy

Inconvénients

I don't miss any feature, this fulfills all my needs

Avantages

The power of all the available channels including an OpenChannel for multi purpose protocols.

The commercial approach, flexibility of the product and support is also amazing

Inconvénients

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

Avantages

Very easy to integrate with existing systems and use aswell

Inconvénients

For now everything is really good and I do not have any complains

Avantages

* 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

Inconvénients

Nothing relevant in the daily use of the application

Avantages

It allows easy management of many different communication channels. The UI is excellent both for admin and the agent. The system can be customized in many ways allowing us to use it in many ways.

Inconvénients

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

Avantages

Easy to setup and configure.
Very user friendly GUI and quick deployment.

Inconvénients

Nope at the moment but we need to refresh the application license whenever the AWS instance has restarted.

Avantages

Possibility to integrate this with existing solutions

Inconvénients

nothing specific, except maybe the price range

Avantages

Build custom reports with MySQL queries on the GUI
Graphical call flow editor
Easy to use GUI
Asterisk based
Allows remote agents to use web browser as phone (WebRTC)

Avantages

Clean, simple and powerful

Inconvénients

The phonebar is only available for Windows user.

Avantages

Easy and the support team is excellent !

Inconvénients

not so cheap, but it's worth it

Avantages

Tiger Dial and Cally Square modules

Inconvénients

Can't add custom content inside the dasboards

Avantages

Easily of use and implementatio, best UI

Inconvénients

The user guide are only in english, implement this in other language

Avantages

Its flexibility on cloud because of its architecture. Price is fairly and WebRTC version is pretty enough.

Inconvénients

Because of its fast growing there are updates very often, some of them have some bugs which must be corrected on later versions.

Avantages

easy to use
realtime dashboard
integration CRM

Avantages

It is constantly being improved, they keep publishing new versions with the proper documentation. I'm surprised how fast we got up and running after the installation. Also, they don't have exorbitant prices!
Their support response time exceeds any expectations.
IVR designs are easy and changes are applied in real time, no need to restart server.

Inconvénients

They still don't have an iOS app and they already have for it Android. Initially we got confused about the difference between users and agents, but that is not an issue anymore.

Avantages

User Interface simple and most reactive
Easy to understand functionality
Professional and competent support

Inconvénients

nothing major, phone bar is not available for MacOS and Debian.

Avantages

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

Avantages

Features, support, and design of the software

Avantages

Good customer service and easy to use.

Inconvénients

Some glitch happened.

Avantages

time cost, effective programming, beautiful designeing,

Inconvénients

time cost,well planned for a call center

Avantages

Triggers for Agent Screen POP
Inbuilt Voice recording
Social Media Intigration
Dash board

Inconvénients

Needs to Improve on the Real-time dashboards for Voice and other media channels
whats App connector

Avantages

Great user interface
High level of scalability
Available both on premises and on the cloud

Avantages

We have been working in Call Center fields for more than 4 years with different Call Center products to our clients. XCally products is one of the best we found so far. This products support nearly everything what our clients request such as Omni Channels, CRM, Ticking System, etc...
It is easy to link between any third party tools and product itself is quite easier for Agents.
IVR setup are very easy to cofigure for the organization even user has little knowledge about IVR configuration.
So generally speaking, we recommend XCally is one of the best Call Center among others Cloud Call Center Solutions.

Inconvénients

To compare with one off cost products, XCally is monthly basics, eventhough user can purchase by yearly subscription. For the long run, it will be a game to compare with cost effective one off products in the market.

Avantages

The IVR builder and the XCally Softphone are great.

Inconvénients

It's not easy to backup XCally and pricing structure should be reviewed especially compared with some other Solutions in the market. In our point of view it would be better for the market in South East Asia to change the pricing model and offer a basic version free of charge and charge for modules.

Avantages

XCally is a real Omnichannel product, designed from a complete multi-channel integration point of view, not only for voice calls. It's a really powerful Contact Center solutions for business users and developers. XCally provides a great value added with smart extensions for CRM, IVR, SMS, Email, Videocall, ...

Avantages

Omni-channel
IVR designer to create your own IVR scripts in 3 steps!
UX/IX user friendly, easy for users to navigate

Inconvénients

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.

Avantages

The Multichannel Solutions is really covering all channels integration

Inconvénients

Truly speaking we do not find low performing features

Avantages

Virtualizable solution, very easy to install and maintain, good performance on all channels, excellent IVR designer.

Inconvénients

Should be developed with better performance the ip-PBX module

Avantages

Features and potential applications It also allows us to enlarge our portfolio

Inconvénients

Not easy to be sold in indirect channel. It is too much 'per project'

Avantages

very-well designed web interface, Drag and Drop IVR