XCALLY Erfahrungen

Vorteile

Intuitive GUI.
Tons of features.
Easy Install & Maintain.
Future Proof Investment.
State of the art technology.

Nachteile

I live everything about Xcally Motion 2.

In Betracht gezogene Alternativen

Avaya OneCloud UCaaS und Cisco Unified Communications Manager

Warum XCALLY gewählt wurde

Cost

Zuvor genutzte Software

Avaya OneCloud UCaaS

Gründe für den Wechsel zu XCALLY

low cost but yet features rich.

Vorteile

You can easily roll-back to a previous version if the update fails
They have its own wiki with a lot of content
You can choose to work between Webclient or Phonebar

Nachteile

They don't have automatic updates
They use WebRTC for Webclient and it's not compatible with Firefox browser

Vorteile

The system allows to set up an IVR very easy and to maintain it with grafical objects. High minitoring abilities allows the call center manger to view online status and improve the oerformance

Nachteile

The reports doesn't support any mysql queries (for example: union function). Also, analytics doesnt't include graphs. In addition,user ans admin screens cannot be customized in a manner that allows to add or remove columns or fields.

Vorteile

As a Distributor in South Africa, I love that I have a solution that literally fits and partners with every single Contact Centre need I have for my customers. I have not had none single case where by XCally has not been able to suit their needs and their budgets. It has simply been a "no brainer". XCally meets the following requirements Omni Channel, Voice Channel, Outbound Dialer with many options of dialing, IVR Designer which I might has is the most simple to use and deals with the most intense complicated environments easily, Agent and Web Gui with a built in phone bar, analytics and reports and scripting tools.

Nachteile

I can honestly say there was nothing I do not like

Vorteile

The ease and speed of implementation, the professionalism of the people, the very high level of daily support, the presence on a global scale!
Last but not least, the training plans for users and partner programs !! really excellent!

Nachteile

The only thing that can be improved from my point of view is the graphics of the product, but I know they are working on it ... as often happens, companies with top products invest more in substance than aesthetics!

In Betracht gezogene Alternativen

Genesys Cloud CX und Zendesk Suite

Warum XCALLY gewählt wurde

full multi-channel and additions to crm / erp

Gründe für den Wechsel zu XCALLY

He convinced me immediately .... professionalism of the team, longevity of the product and last but not least the price .....

Vorteile

I use many telecom solution but xcally is perfect, easy to use and stable.

Nachteile

All is perfect in xcally i have nothing to write here at this moment and after 4 years of use.

Vorteile

Easy to use, design and functionality! The software has friendly IVR designer

Nachteile

I’m waiting WFM feature. Easy price model for customers.

In Betracht gezogene Alternativen

Genesys Cloud CX

Warum XCALLY gewählt wurde

Functionality and price

Zuvor genutzte Software

Genesys Cloud CX, Cisco Unified Intelligent Contact Management Enterprise und Avaya IP Office

Gründe für den Wechsel zu XCALLY

Functionality and price

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

- 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

Omnichannel and easy to install and configure

Nachteile

No negative considerations rigth now, it's ok

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.

Vorteile

Easy to use
Mutil functions and features
Up to speed with industry changing
Decent pricing compared to others
Good customer support
Friendly interface

Nachteile

agent's performance dashboard ( occupancy)
All agents dashboard
Real Time metrics calculator

In Betracht gezogene Alternativen

Avaya OneCloud UCaaS und 3CX

Zuvor genutzte Software

Avaya OneCloud UCaaS und 3CX

Gründe für den Wechsel zu XCALLY

features provided

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

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

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

In Betracht gezogene Alternativen

3CX

Warum XCALLY gewählt wurde

Because the other products no have onmi channel and have hard work for implementation and stability

Gründe für den Wechsel zu XCALLY

Because Xcally have Powerfull features

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 ability to engage with prospects and customers using different communication channels and keeping a customer journey.

Nachteile

I think it would be worth it to include more 'industry default' features as default and not having to enable them manually.

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

Its architecture and flexibility allow it to adapt to different customer requirements.

Nachteile

Only has native WhatsApp integration with Twilio.

Vorteile

The cloud native platform is extremely easy to use. The set up and configuration is very straight forward. We had our system up and running in less than a week. The UI is well thought out and the system features are robust and they have a drag-n-drop IVR designer that helped simplify the design process. They have a built in integration into the CRM we use so there was no need for extra development. The Omni-channel product was more complete than the other companies we looked at and priced better.

Nachteile

We needed a WFM solution and Xcally did not offer one but we were able to custom integrate with another solution that provided the services we needed and the systems works well together.

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

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

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

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)

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.