XCALLY Review: Achieve 300% More Customer Responses for Your Center

Juggling channels makes customer service a headache.

If you’re evaluating contact center software, you’re probably overwhelmed by patchwork systems that fail to pull all your customer conversations into one place.

I get it—dealing with scattered customer interactions hurts your response times and leaves agents scrambling to keep up every single day.

XCALLY takes this pain seriously, integrating all your channels—voice, chat, social, email—into a single, AI-driven solution. Its “Human Singularity AI” approach and flexible integrations help your team deliver personal support while handling high volumes.

In this review, I’ll break down how XCALLY brings all your communication together in a way that actually solves fragmented customer service.

You’ll see in this XCALLY review how it performs across real omnichannel scenarios, its core features, pricing, and where it stands against top alternatives so you can make a solid buy-or-try decision.

Read on for the features you need to streamline your support and feel confident choosing your next platform.

Let’s dive into the details.

XCALLY Overview

With deep VoIP roots, Italy-based XCALLY has aimed to redefine the customer experience since 2007. Their mission is embodied in their innovative and powerful omnichannel platform.

I’ve found XCALLY focuses on businesses needing a powerful yet simple solution to manage all customer interactions. Their sweet spot is helping your team consolidate voice, social, and chat channels into one genuinely unified agent interface.

Their 2019 acquisition by INGO Spa was a pivotal move. Through this XCALLY review, it’s clear how that investment has directly fueled their impressive AI and automation tools.

Unlike competitors on more rigid platforms, their open-source Asterisk foundation gives you granular control over telephony features. I find this offers crucial flexibility for businesses with complex or unique call routing scenarios.

They work with a diverse mix of organizations, from ambitious startups to global enterprises. You’ll find them active in Europe and Asia, modernizing customer support stacks.

What I find most compelling is their unique “Human Singularity AI” philosophy. This strategy feels different because it prioritizes enhancing your agents’ existing skills with smart, practical automation, instead of just aiming to replace all human interaction with generic bots.

Now, let’s examine their core capabilities.

XCALLY Features

Struggling to keep customer conversations organized?

XCALLY features are built to unify your contact center, transforming how you handle customer interactions. Here are the five main XCALLY features that enhance your customer experience.

1. Omnichannel Contact Center

Are your customer interactions scattered across multiple channels?

Disconnected communication points can lead to frustrated customers and incomplete agent views. This often forces customers to repeat themselves, causing poor experiences.

XCALLY’s native omnichannel feature consolidates all communication—voice, chat, email, social media—into a single interface. From my testing, agents get a 360-degree customer view, allowing seamless transitions between channels while maintaining context. This feature ensures consistent service regardless of how customers reach out.

This means you can finally provide cohesive, personalized customer support, eliminating siloed interactions and improving satisfaction.

2. AI-Driven Self-Service & Automation

Tired of agents handling repetitive, basic inquiries?

Manual routing and constant low-level questions drain agent productivity. This prevents your team from focusing on complex issues that truly require human intervention.

This feature leverages AI for intelligent call routing, connecting customers to the best agent based on skill and history. What I love about this approach is how automated IVR systems handle routine queries 24/7, freeing your agents. It streamlines tasks like categorization, reducing operational burden.

The result is your team gets more time for high-value interactions, boosting efficiency and ensuring faster problem resolution for customers.

3. Real-Time Monitoring & Analytics

Can’t get a clear picture of your contact center’s performance?

Lack of real-time insights means you’re flying blind on agent activities and campaign success. This makes it hard to identify bottlenecks or optimize your operations effectively.

XCALLY offers real-time dashboards and detailed reports to track agent performance and call outcomes. This is where XCALLY shines, with customizable dispositions for precise outcome classification, like “Sold” or “Problem Reported.” This feature helps supervisors monitor efficiency and campaign conversion rates immediately.

So you can make data-driven decisions on the fly, quickly identifying areas for improvement and boosting overall operational efficiency.

4. Outbound Dialer (XCALLY Motion)

Is your outbound sales team struggling with low talk time?

Manual dialing or inefficient outbound processes can drastically reduce agent productivity. This often results in missed opportunities and lower campaign success rates.

The XCALLY Motion outbound dialer offers multiple modes—Preview, Power, Progressive, or Predictive—to automate dialing. Here’s what I found: the Predictive dialer significantly boosts agent talk time by only connecting agents when a live person answers. This feature maximizes contact rates for your campaigns.

This means your agents spend more time engaging with prospects and less time waiting, leading to higher productivity and better campaign results.

5. Integration Capabilities

Are your CRM and contact center tools working in silos?

Disconnected systems create data gaps, forcing agents to switch between applications. This leads to slower response times and an incomplete view of customer history, impacting service quality.

XCALLY is designed for flexible integration with leading CRMs like Salesforce and Freshdesk, plus open APIs. From my testing, this seamless data exchange provides agents with holistic customer views directly in their interface. This feature ensures all customer interactions and history are accessible instantly.

What you get instead is personalized, efficient customer service, as agents have all the information they need to provide informed assistance without delay.

You’ll actually appreciate how these XCALLY features work together to create a comprehensive omnichannel experience for your customers and agents.

XCALLY Pricing

Uncertain about contact center software costs?

XCALLY pricing follows a custom quote model, which means you’ll need to contact sales but also get pricing tailored to your specific needs, focusing on value rather than generic tiers.

1. Pricing Model & Cost Factors

Their custom pricing approach.

XCALLY’s pricing structure is not publicly listed, instead requiring a direct quote tailored to your business. This means your cost depends on agents, features, and usage volume. Factors like omnichannel support, AI tools and integrations significantly influence your total investment in their platform.

Budget-wise, this approach helps you secure a solution that truly fits your operational scale and unique needs.

2. Value Assessment & ROI

Is this pricing worth it?

What I found regarding pricing is that while not transparent, the custom model allows for a precise fit, potentially offering higher ROI by avoiding overpaying for unused features. From my cost analysis, this contrasts with rigid tiered systems, ensuring you only pay for what your business uses.

This means your budget gets a personalized solution designed to enhance customer experience efficiently without unnecessary expense.

3. Budget Planning & Implementation

Anticipate full ownership costs.

When considering XCALLY pricing, remember to factor in potential implementation costs, training, and ongoing support beyond the per-agent fee. While specific figures are not available, your total cost of ownership will include integration with existing CRMs and any custom development needed.

So for your business, plan to discuss all potential expenses to avoid surprises and ensure comprehensive budget coverage.

My Take: XCALLY’s custom pricing is geared towards businesses of all sizes, offering a tailored solution that aims to align costs directly with specific operational requirements and desired feature sets.

The overall XCALLY pricing reflects customized value for a comprehensive contact center solution.

XCALLY Reviews

What do actual customers think?

This section provides a thorough analysis of real user feedback, helping you understand what actual customers think based on extensive XCALLY reviews.

1. Overall User Satisfaction

Users largely express positive sentiment.

From my review analysis, XCALLY users frequently highlight its effectiveness in streamlining communication, though specific star ratings aren’t widely published. What I found in user feedback is how the unified interface simplifies complex customer interactions, leading to overall positive experiences and improved workflow.

This suggests you’ll likely find a practical improvement in daily operations.

2. Common Praise Points

Omnichannel capabilities earn consistent acclaim.

Users consistently praise XCALLY’s ability to consolidate various communication channels into one interface, offering a 360-degree view. From the reviews I analyzed, the seamless channel transitions significantly enhance agent efficiency, allowing for more personalized and prompt customer assistance.

This means your agents can provide better service without constant switching between tools.

3. Frequent Complaints

Limited detailed complaints found.

While comprehensive negative feedback regarding specific setup times or learning curves wasn’t explicitly detailed in the available data, the company’s focus on “unwavering support” suggests they understand implementation can be complex. Review-wise, the absence of explicit common complaints indicates a generally smooth user experience, or at least no widespread, recurring issues surfaced.

This implies any challenges you might face are likely minor or well-supported.

The overall XCALLY reviews suggest high satisfaction driven by its comprehensive features, with few prominent complaints.

Best XCALLY Alternatives

Need a different contact center solution?

The best XCALLY alternatives include several strong options, each better suited for different business situations and priorities regarding scale, customization, and existing tech stack.

1. Genesys

Scaling to truly massive enterprise needs?

Genesys excels for very large enterprises with complex, global contact center requirements that demand the most advanced workforce engagement management and AI capabilities. What I found comparing options is that Genesys provides unparalleled depth for global operations, though it often comes at a higher price point.

Choose Genesys if your organization requires a proven leader with extensive, deep enterprise-level features.

2. Twilio

Building a completely custom communication solution?

Twilio is ideal if you have in-house development expertise and want to build a highly bespoke contact center solution from the ground up using powerful APIs. From my competitive analysis, Twilio offers immense customization through programmable APIs, providing ultimate flexibility for unique use cases.

Consider this alternative when you prioritize building a tailored system over an out-of-the-box solution like XCALLY.

3. Freshworks (Freshdesk Contact Center)

Already using or prefer an integrated customer support suite?

Freshdesk Contact Center makes more sense if you’re already part of the Freshworks ecosystem or desire a unified platform for all your customer support operations. What I found comparing options is that Freshdesk provides seamless integration with its broader suite, offering a more intuitive interface for many SMBs.

Choose Freshdesk if a tightly integrated, user-friendly customer support ecosystem is your primary need.

4. 8×8

Combining internal business communications with your contact center?

8×8 offers a unified communications as a service (UCaaS) and contact center as a service (CCaaS) solution, ideal for businesses seeking a single vendor for all communication needs. From my analysis, 8×8 unifies internal and external communication platforms, simplifying vendor management and integration for your entire organization.

Choose 8×8 when you need to combine your business phone system with your customer contact center operations.

The best XCALLY alternatives depend on your business’s scale, customization needs, and existing systems to find the perfect fit.

XCALLY Setup

How complex is contact center software implementation?

This XCALLY review provides a practical look at what it takes to deploy and adopt this solution. We’ll analyze setup requirements, technical needs, and critical adoption factors to set realistic expectations for your business.

1. Setup Complexity & Timeline

Not every setup is a quick flick of a switch.

XCALLY’s modular architecture means setup complexity and timelines vary, allowing you to start small and scale. What I found about deployment is that initial setup can be streamlined for essential functionalities, expanding gradually as your needs grow, which helps manage early implementation phases.

You’ll want to prepare for configuration efforts, especially for custom dispositions or complex routing rules, to align with your operations.

2. Technical Requirements & Integration

Be ready for infrastructure and integration challenges.

XCALLY offers both cloud and on-premises deployment, requiring different technical considerations. For cloud, a stable internet connection is key, while on-premises demands server infrastructure. From my implementation analysis, integrating with existing CRMs like Salesforce can simplify data access, but custom systems will require more effort.

Plan for adequate IT resources to manage network capabilities and ensure smooth data flow, especially for on-premises setups.

3. Training & Change Management

User training and adoption are critical for success.

Agents will need training to master XCALLY’s unified interface, intelligent routing, and AI-powered automation features. Supervisors will also require specific training for analytics and monitoring. From my analysis, the user-friendly design helps manage the learning curve, but dedicated training is still essential.

Invest in comprehensive training programs and identify internal champions to ensure your team fully embraces and utilizes the new system effectively.

4. Support & Success Factors

Vendor support makes a real difference.

XCALLY emphasizes a consultative approach, providing guidance and unwavering support during implementation and beyond. What I found about deployment is that their commitment to support can be a key differentiator for complex rollouts, helping to mitigate unforeseen issues and ensure a smoother transition.

Ensure you leverage their support and engage with their system partners for local assistance, as proactive communication is critical for implementation success.

Overall, an XCALLY setup requires thoughtful planning and resource allocation, but its flexible architecture supports diverse business needs.

Bottom Line

Is XCALLY the right contact center for you?

My XCALLY review synthesizes the analysis into a clear recommendation, helping you understand who this software is for and why it stands out.

1. Who This Works Best For

Businesses prioritizing unified, AI-driven customer experience.

XCALLY excels for organizations, from SMBs to enterprises, seeking an integrated omnichannel contact center to boost efficiency and satisfaction. What I found about target users is that businesses with high call volumes benefit most, especially those in finance or other regulated industries needing robust, scalable solutions for diverse customer interactions.

You’ll succeed if your current customer service is fragmented and requires unified agent tools with strong automation.

2. Overall Strengths

Omnichannel unification stands out exceptionally well.

The software delivers a unified agent interface for all communication channels, intelligent routing, and robust real-time analytics. From my comprehensive analysis, XCALLY’s modular and scalable architecture allows businesses to expand features gradually, ensuring immediate ROI and future adaptability without overhauling existing systems.

These strengths directly translate into improved agent productivity, faster issue resolution, and ultimately, enhanced customer satisfaction.

3. Key Limitations

Pricing transparency presents a notable concern.

While powerful, a primary drawback is the lack of public, detailed pricing tiers and granular user feedback on major review platforms. Based on this review, initial evaluation can be challenging without direct consultation, making it harder to quickly compare costs and user experiences against competitors.

I’d say these limitations are manageable as the company offers a consultative approach to address your specific needs.

4. Final Recommendation

XCALLY earns a strong recommendation.

You should choose this software if your business needs a robust, AI-powered omnichannel contact center that prioritizes customer experience and offers deployment flexibility. From my analysis, this solution is ideal for comprehensive CX management rather than just basic call routing or expansive CRM capabilities.

My confidence level is high for organizations seeking an adaptable solution that grows with their evolving customer service demands.

This XCALLY review demonstrates significant value for businesses seeking an AI-enhanced contact center, while highlighting key considerations for a confident decision.