XCALLY Reviews

Pros

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

Cons

Open channel - Line, Open channel - Facebook

Pros

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.

Cons

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.

Pros

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.

Cons

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

Pros

XCALLY is simple to set-up and ready to use application in our workstations. It turns all our connecting devices to a portable call centers with IVR support and call management features. Call reports are easy to pull from XCALLY and serves us as a testimony of our productivity.

Cons

XCALLY mobile application needs improvement in user interface and stability, the application hangs a lot. The call quality went down sometimes for no reasons, the clients coudn't hear our voices properly.

Pros

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.

Cons

I dont have any bad experience with XCALLY so far.

Pros

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

Cons

- Not many

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.

Pros

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.

Cons

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.

Pros

Nice user interface. Clean and easy to use.The easiness of IVR also helps a lot when designing call flow.

Cons

Not a must but would be a plus if a simple crm system is integrated.

Pros

Its architecture and flexibility allow it to adapt to different customer requirements.

Cons

Only has native WhatsApp integration with Twilio.

Pros

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.

Cons

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

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

Omnichannel and easy to install and configure

Cons

No negative considerations rigth now, it's ok

Pros

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.

Cons

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.

Pros

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

Cons

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

Pros

Fast support, fast to use, not expensive software

Cons

I tried to integrate e-mail but it was not a success. I use it only for the phone

Pros

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.

Cons

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

Pros

Very easy to integrate with existing systems and use aswell

Cons

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

Pros

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.

Cons

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

Pros

Tiger Dial and Cally Square modules

Cons

Can't add custom content inside the dasboards

Pros

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.

Cons

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

Pros

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.

Cons

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.

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

Pros

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.

Cons

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 Considered

NICE CXone, Genesys Cloud CX and Five9

Reasons for Choosing XCALLY

The openchannel concept of XCALLY is what triggered the switch. With XCALLY openchannel there is no limit on the integration possibilities.

Reasons for Switching to XCALLY

XCALLY offered us the best relationship between cost and benefits but again the Openchannel capabilities open us the door for extensive integrations.