XCALLY

Vorteile

Nach relativ kurzem Training ist man in der Lage, das Tool vollumfänglich selbständig einzusetzen. Die Integration mit 3rd Party Applications und Datenbanken ist spielend einfach, die meisten Funktionen lassen sich direkt per API ansteuern und somit in eigene Geschäftsprozesse einbinden. (Noch) nicht vorhandene Features lassen sich i.d.R. selbst nachbauen.

Nachteile

Die Optik des Agenten-Frontends wirkt ein wenig verstaubt, hier wären ein Update oder die Möglichkeit, Templates zu verwenden/entwerfen, wünschenswert.

Vorteile

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.

Nachteile

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.

Vorteile

Easy installation. Fast support response. Reasonable price.

Nachteile

Upgrade may bring some additional issues.

Vorteile

It would be better, if this software develop most in the automation system like chatbot, voicebot and RPA (Robotic Process Automation) since today most of companies are trying to reduce operation cost.

Nachteile

Open channels. This feature will make this software rich in solutions

Vorteile

Ease of use for administrator and agent.

Nachteile

Reports engine lack the option to run all query types from the database

Vorteile

What I like most is the unification. I think every component of the software is clear and has it's function well defined. Optimization I think is the word.

Nachteile

What I like least is sometimes I think it's a little limited by the admin portal. I'm used to work with pure asterisk configuration and everything written on asterisk dialplan.

Vorteile

easy install, setup, management. friendly UI.

Nachteile

problem with performance for old install.

Vorteile

The user interfaces is the easiest think

Nachteile

Nothing particularly, the platform is very useful and friendly

Vorteile

The intuitive menú for all the configurations, specificly Cally Square.

Nachteile

I dont dislike nothing globally but for example i dont like when i try to find an agent in lowercase and i cant find It cause his name is writting in uppercase.

Vorteile

I like the fact it help installer to fulfil their hosting plan with their customers.

Nachteile

In long run, cc features are fluid and custom-prompt. Without that, cc implementer find themselves dealing with features within for work around.

Vorteile

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.

Nachteile

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.

Vorteile

Easy to install and maintain. Great support.

Nachteile

Fast evolution process can make some issues.

Vorteile

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.

Nachteile

I dont have any bad experience with XCALLY so far.

Vorteile

Easy to use and user friendly. Integration with Teams. Reporting possibility.

Nachteile

Takes some time to set up, once done it works.

Vorteile

Xcally easy to use and reliable. Scalability is what brings it really to the market. Modular is the key word when it cones to arch

Nachteile

Missing a multi tenant feature, that is the only thing other than that everything is great

Vorteile

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.

Nachteile

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

Vorteile

Fast, light weight GUI, easy to install and maintain. Excellent visual IVR designer.

Nachteile

Some features like agent to agent recording not available.

Vorteile

Omnichannel, easy to use, easy to learn the use, can be customized with any application or CRM, very flexible and stable, is a rock solid solution and easy implementation

Nachteile

nothing everything is very useful for Contact Center customers

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Vorteile

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.

Nachteile

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

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

Vorteile

it is a really great multi-channel system, easy to use, intuitive and with amazing integration possibilities

Nachteile

It would improve aspects of the marking system such as the rotation of outgoing DDIs in campaigns

Vorteile

Omnichannel and easy to install and configure

Nachteile

No negative considerations rigth now, it's ok

Vorteile

XCALLY is usually used by call centers since it deals greatly with call logging, scripting, monitoring, recording and others, but it is a great tool for customer service as well. As a customer service specialist, we receive feedback through different mediums, and some of these calls we receive through calls. XCALLY allows us to monitor these different calls and to record them, allowing us to go back and review them or to document them. Integration with some call application is possible, which is a plus.

Nachteile

After using XCALLY for a few months now, there are just no disadvantages worth mentioning. It is working great.

Vorteile

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.

Nachteile

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.

Vorteile

Can be customised to your specific needs
Considering what you get in terms of features, and what you pay - it is a bargain
My team and supervisors love it!

Nachteile

Nothing comes to mind. Really pleased with the product

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.

Vorteile

XCALLY è una soluzione eccezionale che offre numerosi vantaggi per il nostro call center. Prima di tutto, il sistema di smistamento intelligente delle chiamate ci ha permesso di ridurre notevolmente i tempi di attesa dei clienti, garantendo che ogni richiesta venga assegnata al rappresentante più adatto. Ciò ha migliorato significativamente le esperienze dei nostri clienti, aumentando la soddisfazione e la fedeltà. Inoltre, le funzionalità avanzate di monitoraggio e reporting ci offrono preziosi dati in tempo reale sulle performance del call center e degli agenti. Questo approccio basato sui dati ci ha consentito di prendere decisioni informate, ottimizzare l'allocazione delle risorse e individuare le aree in cui i nostri agenti possono migliorare. Infine, l'integrazione fluida con il nostro sistema CRM ci permette di accedere istantaneamente alle informazioni sui clienti durante le interazioni, permettendoci di fornire supporto personalizzato e tempestivo.

Nachteile

Sebbene XCALLY sia una soluzione eccellente, ci sono alcune piccole criticità da considerare. Inizialmente, abbiamo riscontrato una leggera curva di apprendimento durante la fase di configurazione e onboarding. Un po' più di assistenza iniziale avrebbe potuto agevolare il passaggio a nuovi utenti e garantire un avvio più agevole.

Vorteile

Xcally est un logiciel très simple à utiliser Il est bien structuré et l'accès au fichie sont bien facile très fiable et sécurisé

Nachteile

J'apprécie pas l'aspect de xcally c'est un peu simple a mon goût Il faut revoir tout ça

Vorteile

Un outil qui permet de sauvegarder des appels d'enregistrer aussi

Nachteile

Xcally ne donne pas la possibilité d'avoir les sauvegardes en temps voulu

Vorteile

I am the administrator, and I've found that it's easy to configure the IVR, the agents' parameters, generate queries and reports, find historical calls, manage integrations with CRMs and VOIP services, keep the system up-to-date, work with the XCALLY phone bar, and more.

Nachteile

There really (but really) aren't any aspects of XCALLY which I like least. I suppose this sounds suspect, but it's true - I'm the proverbial satisfied customer!

Vorteile

Il supporto che abbiamo avuto da tutti i reparti è stato sempre veloce e risolutivo.

Nachteile

L'usabilità dell'interfaccia è migliorabile

Vorteile

La possibilità di customizzare le configurazioni del software nel dettaglio. Lavorando in un BPO con numerosi Clienti è fondamentale poter personalizzare le impostazioni del sistema per servizio per cliente.
Ritengo essenziale e tra i benefici principali che il sistema recepisca le modifiche in realtime, senza dover scollegare gli operatori.

Nachteile

Le configurazioni legate alla reportistica potrebbero essere più intuitive. Elaborare report personalizzati può risultare complesso per utenti non tecnici, privi di competenze nei linguaggi tipici utilizzati nella configurazione dei database.

Vorteile

x come Multicanale, Social Network integrato, Scalabile, costantemente aggiornato. Avrai sempre il tuo Partner locale dedicato: cosa chiedere di più?

Nachteile

Nulla da segnalare tranne che attendere ulteriori novità

Vorteile

C'est simple et facile à mettre en place, C'est un logiciel ergonomique et bien structuré et de plus l'accès à la fiche client est aisé.

Nachteile

Honnêtement , il n'y a rien que je n'ai apprécié, j'ai donc plutôt été satisfait

Vorteile

La cosa che più apprezzo di XCALLY è la sua interfaccia utente intuitiva e ben progettata, che rende facile e veloce l'accesso alle funzionalità chiave. XCALLY è un software di contact center all-in-one che offre una vasta gamma di funzionalità e strumenti avanzati per gestire le chiamate in entrata e in uscita, la chat, l'email e i social media. Il software è facile da usare e personalizzabile

Nachteile

Reputo Xcally un prodotto molto completo

Vorteile

Facilità di utilizzo e di configurazione

Nachteile

mancanza di integrazioni con Azure (cognitive)

Vorteile

Praticità, rapidità di utilizzo, interfaccia friendly. Possibilità di interagire con i clienti attraverso un unico strumento: chiamate e messaggi da ogni canale possono essere gestiti esclusivamente grazie a XCALLY. Eccellente la possibilità di comunicare con i propri colleghi, ottime le funzionalità garantite agli admin che possono supervisionare in maniera efficace l'operato degli agenti.

Nachteile

Non ho avuto problemi con XCALLY. Il servizio di assistenza sempre a disposizione è una garanzia.

Vorteile

The realtime monitoring and dashboards are great and very helpful for call center use

Nachteile

Does not have an option to easily run a backup

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Vorteile

Il tool di configurazione delle code e le metriche sulle perfomance

Nachteile

Nulla, non ho trovato alcun lato negativo

Vorteile

La facilità di gestione e l'interfaccia IVR

Nachteile

Non posso evidenziare particolari aspetti negativi

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

Integrazione con i più diffusi CRM/Ticket System, integrazione con soluzioni Conversational AI

Nachteile

Sarebbe utile disporre di una interfaccia grafica più ergonomica

Vorteile

Facilità d'uso, API, integrabilità, adattabilitò

Nachteile

Dialer. Troppo rigido in alcuni aspetti.

Vorteile

La facilità di utilizzo del prodotto e la capacità di integrazione con i più diffusi CRM e sistemi di ticketing ed inoltre la possibilità di integrarsi con soluzioni di Conversational AI

Nachteile

Abbiamo avuto alcuni problemi dovuti il database

Vorteile

integration possibilities, easy to integrate (API)

Nachteile

I can not tell there are any such things

Vorteile

IVR design, report, call centre, integration with CRM,

Nachteile

Some parameters, especially those involving Asterisk is not easy to set, as no clear documentation.

Vorteile

L'ergonomie, sa structure, le fait que tout soit sur une seule et meme barre de communication. L'accès facile à la fiche client. La simplicité d'utilisation.

Nachteile

Pour le moment je n'ai rien à dire. J'attends la vidéo et l'IA.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Warum XCALLY gewählt wurde

Gründe für den Wechsel zu XCALLY

Vorteile

Xcally is very scalable offering the perfect out of box solution for small companies and very accommodating for all it's growth needs. The ease to use third party API is incredible. With Xcally Open Channel module, all social media channels like facebook, whatsapp email among others in one place - that is a real contact center solution. Very stable for both PRIs and SIP Trunk gateways usage with almost no downtime caused by the software. Easy to use cally square project that allows you design IVRs with a very intuitive drag and drop GUI. The software can only get better!

The wiki - documentation is great. Very easy to understand with graphical explanations in some cases.

Nachteile

It would be great to have a subscribe to community for Xcally users where members share their experiences and minor bug fixes archived especially for non paid support so that the ticket time frames and the team is not over stretched on obvious errors and challenges by users.

You can add more cloud enabled features in the 'Out Of The Box' package to enable the solution be used anywhere than defined work spaces. A case in point is Xcally's mobile app should be a given on any installation with a domain name provided by Xcally to make the mobile App usage easy. It would also be great to automate the SSL certification process a little more to make fresh installations secure. Current process is too manual with high failure chances if you're not well versed with SSL certificate installations.

The Dashboards are very insightful but there's room for improvement on the reports.