XCALLY Features

Channels (5)

Voice: Provides voice call functionality. 11 reviewers of XCALLY have provided feedback on this feature.
Social: As reported in 10 XCALLY reviews. Provides an interface for one or more social media channels.
Web Chat: Based on 10 XCALLY reviews. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Accepts contacts initiated through SMS or other mobile text functions.
Email: Allows CSRs to receive and answer customer emails. This feature was mentioned in 10 XCALLY reviews.

Session Routing: Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. 11 reviewers of XCALLY have provided feedback on this feature.
Session Queuing: Based on 11 XCALLY reviews. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality. This feature was mentioned in 12 XCALLY reviews.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Has auto dialing or predictive dialing functions for outbound use.
IVR: Includes an interactive phone menu. 11 reviewers of XCALLY have provided feedback on this feature.
Inbound Screen Pop: As reported in 10 XCALLY reviews. Populates CSR's screen with available customer data.
Persistent Data: Based on 10 XCALLY reviews. Maintains and shares information across channels and agents as the case progresses.

Session Summary Notes: Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. This feature was mentioned in 10 XCALLY reviews.
Administrator Access: As reported in 13 XCALLY reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 13 XCALLY reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: As reported in 10 XCALLY reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 10 XCALLY reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.