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XCALLY Reviews & Product Details

XCALLY Omnichannel Contact Center Platform is an innovative software developed in the Xenialab research center that has quickly become one of the best contact center management platforms that enables customer engagement via Inbound/outbound Voice, Chat, Email, SMS, Video, Whatsapp, Facebook, Instagram, and Custom Channels (i.e. additional social media and instant communication apps) - all seamlessly managed from one single user interface in a unified platform! XCALLY is currently installed in over 60 countries between EMEA, USA, APAC. Thanks to the straightforward configuration and intuitive web interface supervisors and agents can quickly learn how to use XCALLY and focus on what really matters: their customer satisfaction! XCALLY is one of the leading solutions in the following sectors: 1. Omnichannel Contact Centre platform 2. Contact Centre Automations with AI 1. The Omnichannel platform is designed to support organizations that need to interact with their customers through multiple channels: Voice, Video, Chat, SMS, and Social Media, including the ability to analyze the Customer Journey, Contact Cards, and Analytics. 2. The Contact Centre Automation capabilities address the following needs: a. Conversational AI: human-machine interfaces to automate conversations on all channels (Conversational AI, Machine Learning, Chatbot, etc. ) b. Dialers: contact-lists are automatically processed, based on certain criteria, for Telemarketing, Booking Confirmation, Credit Collection, Lead Generation etc ... c. Workforce Management: prediction, through AI algorithms and resource allocation with the most appropriate skills for the management of each service in the company.

Seller

INGO

Languages Supported

Arabic, English, French, Hebrew, Italian, Japanese, Korean, Latvian, Portuguese, Spanish, Swedish

Product Description

XCALLY is the solution for call centers developed in Italy, from a passionate and professional team, with specific experience and certifications on Asteriskª and ITIL processes, for the management of customer care.

Overview by

Mercedes Elizabeth Barbuti (Helps Marketeers to organise, find and share content quicker and easier)

Pricing

Pricing provided by XCALLY.

OMNI-GOLD

Free Trial

1 seats Per Month

DIALER-GOLD

Free Trial

1 seats Per Month

View More Pricing Information

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XCALLY Media

Easily create IVR projects using our drag & drop designer! Auto-attendant, Customer Satisfaction surveys, Call back, Agent Management tools, IVR outbound automatic campaigns... these are just some examples of what you can do!

Easily create Agents, manage their settings and organize them in Teams and Queues

Agents can easily get the Customer Journey across all the Channels

XCALLY Demo - Sample Web Chat interaction

Everything your Agents need in a clean and intuitive web interface! Agents can immediately start to manage interactions from different channels thanks to the ease of use. No need to spend a lot of time and for training.

XCALLY Demo - JScripty The XCALLY Scripting tool

JScripty is an easy to use and dynamic agent scripting tool. A call script is really helpful for agents to handle contacts. It shows to agents a series of questions and responses, based on the flow of the conversation with customer.

XCALLY Demo - Customized Dashboards and Reports

Analytics and Reports XCALLY Contact Center Software Analyze data and performances of your Contact Center through our ready-to-use Reports or build your own Reports tailored to your business goals.

XCALLY Reviews (48)

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Shady L.

Supply chain analyst

Mid-Market (51-1000 emp.)

9/27/2025

"Reliable contact center solution with useful features"

4.5/5

What do you like best about XCALLY?

I like how it brings multiple communication channels into one platform. It’s easy to manage calls, chats, and tickets in the same place, which makes the workflow smoother for support teams. The reporting features are also very handy for tracking performance. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

Sometimes the interface feels a bit outdated and not as intuitive as modern tools. There’s also a bit of a learning curve in the beginning. But once you get used to it, it’s reliable and does the job well. Review collected by and hosted on G2.com.

Camilo C.

Small-Business (50 or fewer emp.)

1/25/2024

"An all-in-one platform"

5/5

What do you like best about XCALLY?

I've been using XCALLY for about 2 years now and without a doubt I never cease to be amazed by the scope of this platform.... XCALLY really manages to integrate all the communication channels (that you as a company may need) in the same platform. This not only makes our job as agents easier, but also provides a better customer experience.

While I think there is room for improvement, it's clear that the use of XCALLY has left good experiences for us and our customers. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

Sometimes there is this feeling that, although the platform allows to integrate all the communication channels, they seem to work separately from each other. It would be good to have analytics and dashboards that synthesize the data from the different integrations.

Also, Support response times should be improved. Review collected by and hosted on G2.com.

What problems is XCALLY solving and how is that benefiting you?

In our company we have customers from different countries who have different ways of communicating with us. XCALLY allows us to serve all of these customers, regardless of the channel they come through, without the need to use multiple platforms. Also, the Customer Journey makes it easier for agents to track customer interactions and provide more accurate responses. Review collected by and hosted on G2.com.

Michaela L.

Marketing & Project Manager

Small-Business (50 or fewer emp.)

7/18/2024

"Great omnichannel"

5/5

What do you like best about XCALLY?

XCALLY is easy to install. There is a great support from team and fast response time. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

Updates of system may bring some other issues. Review collected by and hosted on G2.com.

Alexander K.

Small-Business (50 or fewer emp.)

7/20/2023

"Exceptional Customer Engagement with XCALLY"

5/5

What do you like best about XCALLY?

XCALLY's user-friendly interface and seamless integration made the setup process a breeze. Within no time, our agents were up and running, providing exceptional service to our valued customers. The platform's intuitive design meant that our staff required minimal training, allowing us to focus on our core business functions right from the start. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

While XCALLY has been a remarkable addition to our business, there are a few minor aspects that some users might find room for improvement. For instance, the initial setup process, while relatively straightforward, could benefit from additional onboarding guidance for new users to ensure a seamless transition. Review collected by and hosted on G2.com.

What problems is XCALLY solving and how is that benefiting you?

XCALLY is solving several critical problems for us, which, in turn, has greatly benefited our business operations and customer satisfaction. Firstly, one of the significant issues it addresses is the efficient distribution of incoming calls. With XCALLY's intelligent call routing system, customer queries are directed to the most appropriate agents, reducing wait times and ensuring that each inquiry is handled by the best-suited representative. This has resulted in improved customer experiences, as our clients receive timely and personalized support, leading to higher satisfaction and loyalty.

Another problem XCALLY tackles is the lack of real-time insights into call center performance. With its comprehensive monitoring and reporting capabilities, we now have access to valuable data on agent performance, call volume, and customer interactions. This data-driven approach allows us to make informed decisions, optimize resource allocation, and identify areas where additional training may be beneficial. As a result, our call center's efficiency and productivity have significantly increased, allowing us to better meet our customers' needs. Review collected by and hosted on G2.com.

jay marie l.

Virtual Assistant/ Business Development Representative

Mid-Market (51-1000 emp.)

3/3/2023

"The software is easy to navigate however it easily crash down and slow."

3.5/5

What do you like best about XCALLY?

The best thing about it is that it is easy to navigate and understandable. The calls can track so easily it has multiple option about the calls and a list Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

What I dislike about xcally is when it decreases its speed due to multiple calls coming in, it's hard for us to tag the disposition of the call, and it takes time to take that action Review collected by and hosted on G2.com.

Yehoshua K.

Small-Business (50 or fewer emp.)

7/30/2023

"We have found XCALLY to be just perfect for out telephony needs."

5/5

What do you like best about XCALLY?

XCALLY is very admin-friendly, I can configure our IVR and our integrations in an intuitive way. The support is tremendous, and it is super-reliable, a critical factor for our sector. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

There's really nothing I dislike, and although any product can always be tweaked. and people generally feel that if you don't mention a shortcoming, your praise is suspect, nevertheless, I don't feel those tweaks are worthy of mention on a DISLIKE field. Review collected by and hosted on G2.com.

What problems is XCALLY solving and how is that benefiting you?

We use XCALLY to integrate with Zendesk because Zendesk Talk does not offer a ring-all strategy (maybe on the super-expensive plans, but not on our affordable, legacy plan). XCALLY records incoming and outgoing calls made with the XCALLY PhoneBar (on VOIP numbers from DIDWW and Twilio) and creates tickets in Zendesk with the call recording available at a click. Review collected by and hosted on G2.com.

Mario A.

Mid-Market (51-1000 emp.)

11/29/2023

Business partner of the seller or seller's competitor, not included in G2 scores.

"Finally a complete suite"

4/5

What do you like best about XCALLY?

The support we received from all departments has always been quick and effective. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

The usability of the interface can be improved Review collected by and hosted on G2.com.

Pavel L.

Technical Director

Small-Business (50 or fewer emp.)

10/27/2022

"XCALLY is excellent omnichannel system"

5/5

What do you like best about XCALLY?

The XCALLY is easy to install and maintain. Also, the licensing model is straightforward. The whole support team is very helpful with a great response time. This makes XCALLY a great system for clients and partners. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

There are minor limitations to the chat channel. Even if it has internal CRM we would also like a straightforward ticketing tool so the emails, chat, and voice can be assigned to one ticket. Review collected by and hosted on G2.com.

Verified User in Accounting

Small-Business (50 or fewer emp.)

3/4/2024

"xCally can do all"

5/5

What do you like best about XCALLY?

The system is very powerfull and stable. It allows to apply all required functionality. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

Reports feature doesn't allow to run all mysql queries freely. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

7/24/2023

"Omnichannel Contact Center"

4.5/5

What do you like best about XCALLY?

XCally is outstanding! An intuitive and functional platform, managing call center activities has become really easy. It has powerful call routing and real-time monitoring features have enabled us to optimize our team's performance. it is compatible with many integrations and with great ease we get detailed reports that help customers make informed decisions. In addition, customer support has always been prompt and helpful. I highly recommend XCally to all companies looking for reliable and efficient call center software. Review collected by and hosted on G2.com.

What do you dislike about XCALLY?

Although XCally offers excellent functionality, there are some areas that could be improved. First, the user interface could be made more appealing and modern to improve the overall user experience. Second, additional customization options for call workflows and agent performance metrics would be useful to tailor the software to specific business needs. Addressing these aspects would make XCally an even more outstanding call center solution. Review collected by and hosted on G2.com.