XCALLY Erfahrungen

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

- Ease and simplicity of use (easy to train many CS reps)
- Integration with Zendesk
- Ability to manage multicountry easily
- Reliability
- Value for money

Nachteile

- Not many

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

The feedback feature and one agent console is useful

Nachteile

The repeat of realtime report on all channel with the same info. Its unnecessary

Vorteile

Auto-Dial is killing, Contact is good and IVR designer is one of the best that I ever used.

Nachteile

Open channel - Line, Open channel - Facebook

Vorteile

- 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.

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.

Nachteile

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.

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.

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.

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

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.

Vorteile

the multichannel is so for the impactfull feature for our business.we implemented Voice, SMS, Web Chat, E-mail,Fax and Social Channels to keep closely in touch with our customers.
Our agents really enjoy the motion solution because it's very easy and frienduser.
We've fully integrated with SalesForce and that help us to manage efficiently our customers relation.

Nachteile

I experienced a particular misfunction when I add a team to a Queue, team members don't receive calls.
I have to add each agent directly on Queue to allow them receive the calls.Maybe i did something wrongh or I hope that can be improved.

Vorteile

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.

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

Vorteile

* 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

Vorteile

XCALLY is very stable with a Linux based core, low resources consumption and ease of use.
Elegant design with many language even for eastern written languages like ARABIC you get RTL support.
Easy drag and drop IVR.

Nachteile

Nothing really the applications is awesome.

Vorteile

Ease of use and global support system when the need for support arises.

Nachteile

Still trying to figure this out - nothing not to like so far.

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.

Vorteile

Very easy to integrate with existing systems and use aswell

Nachteile

For now everything is really good and I do not have any complains

Vorteile

What I like the most about the software is that it is possible to develop any project thanks to the possibilities of integrations it offers.

Nachteile

To say something, what I like least about XCally is maybe the lack of graphics in the reports

Vorteile

Its flexibility on cloud because of its architecture. Price is fairly and WebRTC version is pretty enough.

Nachteile

Because of its fast growing there are updates very often, some of them have some bugs which must be corrected on later versions.

Vorteile

easy to use
realtime dashboard
integration CRM

Vorteile

Triggers for Agent Screen POP
Inbuilt Voice recording
Social Media Intigration
Dash board

Nachteile

Needs to Improve on the Real-time dashboards for Voice and other media channels
whats App connector

Vorteile

Everything you need for a call center is included.
Integration with some of the well-known CRMs which makes it powerful.
Great support service. You can get very quick feedback and help from the team.

Nachteile

It takes some time to understand the functions and features, and it would be better to have some knowledge of Asterisk.