Bewertet am 19.1.2017
Simply the best call center software available today
I've been in the industry of call centers for over 20 years. During this time I've seen all kind of solutions: starting by the commercial (and expensive) ones and the free/open source ones. They all have their flaws and whistles. As a professional consultant I have to say that the commercial ones, in the mid to long road, they end absorbing a huge part of the profit. The open source ones help leverage the cost but they need a lot of time to tweak and to integrate; this time is also money.
But in between those scenarios, I was able to find xCALLY call center software. You can run xCALLY on your premises or hosted on the cloud on a dedicated or virtual server. The initial setup is very easy and quick. xCALLY comes with its professional softphone (they call it phone bar) which immediately takes off the burden of purchasing softphones or using the limited version of the free ones. xCALLY is agent-oriented and with at least 30 KPIs it's very easy to measure and evaluate agent's performance. On top of that xCALLY comes with a visual IVR designer. For those Call Center managers that love visual stuff xCALLY has the technology to design and deploy powerful IVRs in very simple steps; IVRs can be connected even with external data sources. For Supervisor, xCALLY allows to create a dashboard on the fly and present real-time information of many statutes and variables. Predictive Dialing? Yes. xCALLY features a powerful dialer that can run multiple campaigns at the same time. The latest version of xCALLY adds multichannel support. With the multichannel version is possible to queue events coming from SMS, Chat, Fax, Mail and many more.
I can testify that customers migrating from open source solutions such as GoAutoDial, ViciDial as well as commercial solutions such as Five9 and 8x8 are very satisfied with xCALLY. But xCALLY does not end there. xCALLY also offers integration with top name CRMs such as Salesforce, vTiger, ZenDesk and many more. Having a pop-up window when a call comes in or being able to call with the click of the mouse in a web browser is possible thanks to their Trigger feature.
So when it comes to a very mature and honest call center software I always recommend my customers xCALLY. Their latest version, Motion, is all what IT, Managers, Supervisors, and Agents would expect from a professional call center solution.
It's a truly call center solution out of the box.
It may be used as an IP PBX too.
Works on-premise or on the cloud.
It comes with its own Softphone.
It has a predictive dialer.
Can be integrated for pop-windows with any CRM.
Nachteile: It's software so origination and termination services are not included but that's not an issue. The guys from LinkedIP can bundle it all together.
Bewertet am 12.10.2016
xCally Shuttle - Fast, light weight and easy to use!
Kommentare: We run over 20 call centers utilizing multiple legacy, proprietary telephone switches. By switching to xCally, we have been able to shut down these switches, convert all of our PRI's to SIP circuits and improve our DR substantially! Shuttle has a fantastic GUI, programming in the visual IVR (cally square) is easy and allows you to build complex call routing rules quickly. xCally has been a great and has always provided us with outstanding support and they are quick to add features (unique to the Telephone Answering Service industry). Having come from the Avaya world, I have found it much easier to deploy xCally as it takes less than a day to setup and have fully operational (taking calls) whereas in the Avaya world, it takes weeks if not months to get their switch fully built, programmed and functional. xCally is consistently updating their product and they are quick to implement new features and fixes. I look forward to working with their new multi-channel version (xCally Motion) as it utilizes asterisk 13 and now gives the ability to manage voice, email, SMS, web chat and faxing, all from one unified environment!
Vorteile: Fast, light weight GUI, easy to install and maintain. Excellent visual IVR designer.
Nachteile: Some features like agent to agent recording not available.
Bewertet am 19.1.2017
xCALLY a Must Have for any Call Center
Before we started using xcally, we were have challenges with our previous application as it could not seamlessly handle the blended nature or our call center. 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.
Build simple and extremely complex IVR with ease using xCALLY's powerful drag and
drop cally square tool to build IVR.
Integrate other databases and other CRM application like Zendesk to further enhance
the Contact Center Experience.
Build custom reports and also taking advantage of xCALLY in-built reports which helps
them make business decisions and meet business needs. In Summary, If you are looking for a Call Management Solution that would best meet your business need?
Then try xCALLY.
We have been privileged to have used the solution for over two years now and all I can is
xCALLY is a must have for any customer service department of any business ranging from small
to large scale Call Centers - You get the best support on the solution and you get the best value
for your money.
Vorteile: What I like most about the application is the Cally Square. Because that has made IVR design and implementation very easy.
Nachteile: What I like least in the application is the generalization of information on the IVR. I want to be able to deferential the dashboard report for different unit of the business even though they are using same application
Bewertet am 8.8.2018
Olivetti Customer Care
Vorteile: 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!
Nachteile: nothing special, it’s a good solution for all our requirements and needs
Bewertet am 13.9.2017
Definitely the best and most powerful solution for the modern contact center
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)
Bewertet am 8.8.2018
Great value for money to manage top-notch customer service
I first used XCally as the CEO of ZALORA Group, with Customer Support Centers in 6 countries and hundreds of CS Reps. XCally integration with ZenDesk, its ease of use and its value for money made it a clear top choice.
When I left ZALORA to found StashAway, XCally was the obvious choice to empower our Customer Engagement Team.
I have recommended XCally to several other entrepreneurs and senior managers in South East Asia.
- Ease and simplicity of use (easy to train many CS reps)
- Integration with Zendesk
- Ability to manage multicountry easily
- Value for money
Nachteile: - Not many
Bewertet am 8.8.2018
- 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.
Nachteile: - 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.
Bewertet am 11.5.2018
A very fast evolving Contact Center solution that follows the latest technology trends.
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
Nachteile: 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.
Bewertet am 8.8.2018
The best omni-channel software
Vorteile: 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.
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.
Bewertet am 15.3.2018
An excellent fit for our support desk calling needs
Vorteile: 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!
Nachteile: 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.
Bewertet am 15.9.2017
What a great value for money platform! Definitely what you aspire to run your CS!
Vorteile: 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.
Nachteile: 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.
Bewertet am 18.7.2016
Powerful and easy to deploy
Kommentare: We were looking for a solution to make a custom integration with a customer ERP. An autodial module was also a prerequisite. It´s was a difficult choice, since there are many solutions out there, but we are proud for choosing xCALLY. Their support helped us getting all pieces up and achieve all our goals.
Vorteile: Tiger Dial and Cally Square modules
Nachteile: Can't add custom content inside the dasboards
Bewertet am 18.2.2019
multi channel contact system for every company
Kommentare: great system, fast support, great xCally Team.
Vorteile: one system - all channel for communication with our clients.
Nachteile: 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
Bewertet am 17.5.2019
From XCALLY I am moved by creating a new solution! !
Kommentare: Not only the provision of software licenses, but also the SaaS model of services will make it easier to carry out business.
Vorteile: 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.
Nachteile: 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.
Bewertet am 8.8.2018
Easy to use and full of interesting features
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.
The value for money is perfect!
* 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
Nachteile: Nothing relevant in the daily use of the application
Bewertet am 19.1.2017
Future of Contact Center Xcally Motion.
Kommentare: We at DVCOM, were really looking for the modern and omani channel contact center solution as our customers keep asking for same and found XCally Motion extremely versatile with great wow factor. So far we had several demos to our prestigious clients and at each demo we got the wow and appreciation. The Xcally Motion is designed in a way that address all your future needs and demands as the call center grows and more focus is on customer satisfaction with omani channels communication. DVCOM is the proud partner in MENA region for Xcally Motion.
Easy to use
Bewertet am 29.5.2018
A flexible product for global customer service operations
Vorteile: 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.
Nachteile: 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.
Bewertet am 13.9.2017
I'm user and a vendor. Very satisfying
Kommentare: Custome Satisfaction. Good performances in contact center environment. Customer become independent in few weeks
Vorteile: Easy to use, well supported, new capabilities. Configurations are intuitive and the product is versatile
Nachteile: the support is not 24/7. The contact manager is a little bit rigid but at the moment I have fixed all the problems
Bewertet am 22.1.2017
Nice and easy
Kommentare: We were looking for the best web base contact center tool on Asterisks and we found xCALLY. 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. We drop the idea of buying hardphone completely. It is worth pointing out that when we encountered some limitation implementing xCally on a google cloud platform, the support team was there holding our hands till it was resolved.
Vorteile: Clean, simple and powerful
Nachteile: The phonebar is only available for Windows user.
Bewertet am 14.5.2018
Vorteile: It is very easy to use for the daily task of our operation. The team is so well supported, new capabilities.
Nachteile: There are not many cons that I mention in this review. However, I need more friendly interface of this system.
Bewertet am 15.7.2016
Easy to use and friendly web interface
It has a nice dashboard with realtime statistics which helps supervisors and managers to have a full control over SLAs and important stuff.
The call flow editor is very easy to use, so you can build complex flows with drag and drop functionality.
Build custom reports with MySQL queries on the GUI
Graphical call flow editor
Easy to use GUI
Allows remote agents to use web browser as phone (WebRTC)
Bewertet am 9.1.2019
A special call centre
Kommentare: 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
Vorteile: 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.
Nachteile: The tech support team is not available for help during emergency. It takes time to resolve issues.
Bewertet am 15.2.2019
An excellent solution for managing the customer relationship
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.
Our customers always thank us for bringing them the solution that corresponds to their needs and that allows them to save time and performance.
Congratulations to the team for this wonderful job.
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.
No integration with Odoo yet
Minimum number of users (at least one admin and one supervisor)
Bewertet am 30.11.2018
best for call center
Vorteile: that you can create you own channels in all of your social networks.
Nachteile: tech support is not the fastest tech support in this industry. Can improve please!!!
Bewertet am 18.7.2016
Reliable and easy-to-deploy !
Kommentare: Long time and satisfied customers (almost 5 years), we've had the opportunity to test and deploy every version and we'll never turn back.
Vorteile: Easy and the support team is excellent !
Nachteile: not so cheap, but it's worth it