Name: XCALLY
Rating: 5 (2 reviews)
Author: XCALLY - Xcally S.r.l.

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Cross-Browser Testing

Feature Management

Product Analytics

Virtual Reality

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Emissions Management

Payment Facilitation

Workflow

Enterprise

Accounting

Accounts Receivable

CTRM

Travel Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

API Management

Change and Configuration Management

Cloud Migration

Cloud Storage

Configuration Management

Data Deduplication

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

Managed Public Cloud Infrastructure

Migration

Mobile Data Security

Mobile Identity

Network Performance Monitoring

SaaS Management

Sensitive Data Discovery

Software Composition Analysis (SCA)

Time Series Databases

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Email Marketing

Marketing Automation

Online Reputation Management

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Task Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Intrusion Detection

Security

Aviation

Banking

Geographic Information

Insurance Agency Management

Insurance Claims Management

Physical Therapy

Vertical-Specific

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### Contact Center Operations
Users consistently praise XCALLY for its robust contact center operations capabilities. The platform's intuitive modules and functionality make it easy to run a contact center efficiently and achieve high levels of customer satisfaction. Additionally, users appreciate the ease of integration with third-party applications, enhancing the overall operational efficiency of their contact centers. XCALLY's ability to provide real-time monitoring, automate processes, and offer a comprehensive omnichannel solution has garnered positive feedback from users, highlighting its effectiveness in streamlining contact center operations.

### Agent Efficiency Tools
Users consistently praise XCALLY's user-friendly interface and intuitive features for agent working efficiency. The platform's ability to enable remote work for agents has been highlighted as a key advantage, providing flexibility and convenience. Additionally, the real-time monitoring capabilities and easy customization of reports have been commended for enhancing agent performance and overall operational efficiency. Despite some minor concerns about the mobile application's stability and call quality fluctuations, the majority of users find XCALLY's agent efficiency tools to be reliable, robust, and highly customizable, ultimately contributing to a more streamlined and effective call center operation.

### Real-Time Monitoring and Reporting
Users consistently praise XCALLY for its robust real-time monitoring and reporting capabilities. The platform's ability to provide instant insights into call activities, agent performance, and service levels in a user-friendly dashboard is highly valued. However, some users have expressed concerns about the lack of advanced analytics features such as graphical representations in the reports. Despite this, XCALLY's real-time monitoring and reporting functionalities are generally seen as a strong asset by its users.

### Omnichannel Communications
Users consistently highlight XCALLY's omnichannel communications as a standout feature, praising its ability to integrate various communication channels such as voice, SMS, web chat, email, and social media effectively. The platform's versatility in managing inbound and outbound interactions across multiple channels has been well-received by reviewers. Additionally, users appreciate the ease of configuration and the comprehensive nature of XCALLY's omnichannel solution, making it a preferred choice for businesses seeking a unified communication platform.

### IVR and Voice Solutions
Users consistently highlight XCALLY's IVR and voice solutions as standout features, praising the ease of use and the comprehensive functionalities offered. The graphical IVR designer is particularly lauded for its user-friendly interface and efficient design capabilities. Despite some minor limitations in the chat channel, users appreciate the platform's ability to integrate various communication channels seamlessly, enhancing customer interactions. The platform's omnichannel capabilities, coupled with its intuitive IVR system, contribute to a positive user experience and efficient call center operations.

### Multi-Channel Support
Users across different regions and industries have expressed high satisfaction with XCALLY's multi-channel support capabilities. The platform's ability to centralize communications from various sources, including web and traditional channels, has been a standout feature for many reviewers. The ease of setting up and configuring the system, along with the robust features like the graphical IVR designer and automation triggers, has garnered positive feedback. Additionally, the integration with popular CRM systems and the availability of connectors with key software applications have been highlighted as valuable assets by users. Despite some minor limitations in certain channels, XCALLY's multi-channel support is generally perceived as a strong asset that enhances overall communication efficiency and effectiveness for businesses.

### Customer Interaction Management
Reviewers consistently praise XCALLY for its robust customer interaction management capabilities. Users highlight the platform's ability to streamline customer interactions across various channels, including calls, chats, and emails. The real-time monitoring feature is particularly lauded for enabling efficient management of inbound and outbound communications. Additionally, the integration with CRM systems is noted as a key strength, allowing for centralized and effective customer interaction management. Users find XCALLY's customizable reporting and automation features valuable in enhancing the overall customer experience.

### CRM Integration
Users consistently praise XCALLY's CRM integration capabilities, highlighting its ability to streamline customer interactions and enhance overall service delivery. The platform's seamless integration with various CRM systems has been lauded for its efficiency and ease of use. Reviewers appreciate how XCALLY's CRM integration simplifies the management of customer data and interactions, allowing for a more cohesive and personalized customer experience. Additionally, users find that the integration with CRM systems enables them to access critical customer information in real-time, leading to more informed decision-making and improved customer satisfaction.

### Customer Experience Enhancement
Users appreciate XCALLY's customer experience enhancement features, particularly highlighting the intuitive interface, real-time monitoring capabilities, and the ease of managing various communication channels like calls, chats, and emails. The ability to integrate with CRM systems and other business tools has been a significant advantage for users in efficiently managing customer interactions. While some users have noted minor issues such as graphical improvements and occasional errors, the general consensus is that XCALLY's customer experience enhancement functionalities contribute positively to overall customer service delivery.

XCALLY is a versatile software solution that offers a range of use cases for call centers and customer service departments. Users have reported that the app is easy to navigate, making everyday operations seamless. With XCALLY, users can manage email solutions, chat on integrated platforms, and even utilize WhatsApp and automatic bots for customer communication. One of the key advantages of XCALLY is its ability to integrate various contact channels, allowing customers to communicate via their preferred platform. Additionally, agents have the flexibility to work remotely, which improves efficiency and streamlines operations.

Customers who have implemented XCALLY appreciate how it optimizes management time and enhances the overall customer experience. The platform's centralized approach enables businesses to handle multiple sources of communication effectively, providing excellent solutions for customers. Users also value the convenience of creating customized reports and the ease of communication with clients through this software. XCALLY's impressive track record has garnered recommendations from users in various industries, making it an ideal choice for companies seeking a reliable and comprehensive solution for their call center needs.

1. Improvement needed in graphic part of DASHBOARDS and WhatsApp features: Some users have expressed the need for XCALLY to enhance the graphic part of its dashboards, as well as improve certain features related to WhatsApp integration.

2. Lack of CRM functionality: Several users have mentioned that they would like to see more comprehensive CRM functionality in XCALLY. They feel that additional features and capabilities in this area would be beneficial.

3. Layout and user interface can be enhanced: Users have provided feedback on the layout and user interface of XCALLY, suggesting that there is room for improvement. They believe that enhancing these aspects would result in a better overall user experience.

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XCALLY

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

XCALLY - Omnichannel contact center platform

IVR drag & drop designer to create Auto-attendant, Customer Satisfaction surveys, Call back, Agent Management tools, IVR outbound automatic campaigns and more!

User friendly Administrator interface to create and manage Agents

Agent web GUI showing the list of interactions

Sample web Chat interaction managed by an Agent

XCALLY - Xcally S.r.l.

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

XCALLY

Overview

What is XCALLY?