AI TOOL PROFILE
XCALLY: Omnichannel Contact Center Software
- Customer Support
- Contact Center
- Mid-market companies
- Enterprise companies
- Customer support teams
- BPO providers
Pricing
XCALLY offers four plans: Voice, Voice Advance, Digital, and Voice + Digital. A free trial is available. Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Mid-market companies, Enterprise companies, Customer support teams, BPO providers
- Key use cases
- Centralized Customer Support, Automated Appointment Booking, Call Quality Monitoring, Multilingual Communication
- Integrations
- Salesforce, Zendesk, Microsoft Dynamics 365, Freshdesk, Freshsales
- Official website
- Visit xcally official website
How AI is used
XCALLY is a contact center platform designed to unify various communication streams, including voice, email, SMS, WhatsApp, and social media, into a single desktop interface for agents. It is geared toward companies and dedicated customer support teams that require a centralized way to handle customer inquiries.
The software supports both inbound and outbound operations, providing tools like an IVR designer for call routing and an outbound dialer for active outreach. It also includes AI features such as speech analytics and agent assistants, which are designed to help agents resolve issues and provide managers with insights into call quality.
Buyers should confirm which communication channels are most critical to their operations, as the software offers different plans for voice, digital, or combined needs. Additionally, users should check the available integration list to ensure it supports their existing CRM or ticketing system.
Key Features
Omnichannel Engagement
Unifies voice, email, SMS, chat, social media, WhatsApp, and video interactions into a single interface.
AI Assistants
Provides AI-managed conversations and agent assistants to support the resolution of customer issues.
IVR Designer
Allows users to design and manage interactive voice response call flows and customer journeys.
Speech Analytics
Analyzes call recordings to provide transcriptions, sentiment analysis, and quality insights.
Outbound Dialer
Supports outbound calling campaigns for proactive customer outreach.
Workforce Management
Includes tools for forecasting, scheduling, and managing staff workloads.
Use Cases
Centralized Customer Support
Handling interactions from voice, email, and social media within one dashboard to maintain consistent service.
Automated Appointment Booking
Using customized workflows and chatbots to support the booking of services and reminders.
Call Quality Monitoring
Using speech analytics to perform sentiment analysis and post-call reviews on recorded interactions.
Multilingual Communication
Using translation plugins to support communication between agents and customers who speak different languages.
Integrations
- Salesforce
- Zendesk
- Microsoft Dynamics 365
- Freshdesk
- Freshsales
- ServiceNow
- Zoho
- SugarCRM
- vTiger
- WhatsApp Business
- Facebook Messenger
- Telegram
- Gmail
- Outlook 365
FAQ
What channels does XCALLY support?
- XCALLY unifies voice, email, SMS, web chat, WhatsApp, social media, and video interactions into a single platform.
Does XCALLY offer a free trial?
- Yes, a free trial is available for businesses to test the platform.
How are the pricing plans structured?
- There are four main plans: Voice (basic voice tools), Voice Advance (advanced voice tools and dialer), Digital (digital channels only), and Voice + Digital (a combined solution).
Source category: Customer Support
Source subcategory: Contact Center
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