XCALLY
AI-driven omnichannel contact center software
About XCALLY
XCALLY is an omnichannel contact center platform from Italy, built on Asterisk, that unifies voice, email, SMS, WhatsApp, web chat, fax, and custom channels in one agent desktop. It adds an outbound dialer, a visual IVR designer, scripting, real-time analytics, and AI modules for virtual agents, speech analytics, and live translation. You can run it in the cloud or on your own servers, and most deployments go through its partner network.
Pros & Cons
Pros
- Covers voice and digital channels in one agent desktop instead of separate tools
- Open Channel API and plugin system let you add custom channels and workflows
- Choice of cloud or on-premises deployment, useful for data-residency requirements
- Built on Asterisk, so it fits teams already running open SIP telephony
- Reviewers praise the drag-and-drop IVR routing, dialer, and responsive support
- AI add-ons for virtual agents, speech analytics, and live translation
Cons
- No public pricing; every plan and add-on requires a quote
- Works like a toolbox, so complex setups need configuration or partner help
- AI features, mobile app, video, and translation are paid add-ons rather than included
- Smaller vendor with most sales and support delivered through partners
- Reviewers mention gaps in multi-tenant support
Key Features
Omnichannel Desktop
One agent interface for voice, email, SMS, WhatsApp, web chat, fax, social, and video interactions, with the full customer history in one place.
Open Channel API
Add custom channels beyond the built-in modules by building and loading plugins into the platform.
Visual IVR Designer
Drag-and-drop editor for building IVR menus and call flows, plus flow-based routing for inbound interactions.
Outbound Dialer
Run outbound and blended campaigns with dialer modes, scripting, and Queue Manager controls for agents.
Virtual AI Agent
Configure AI agents with your own tone, conversation flows, escalation rules, and knowledge sources such as FAQs, documentation, and CRM data.
Speech Analytics and Quality Analysis
AI transcription, sentiment analysis, and post-call analytics on call recordings to measure agent quality and customer perception.
Real-Time Translator
Translate text and voice conversations between agents and customers who speak different languages.
Real-Time Analytics and Reports
Supervisor dashboards and customizable reports for monitoring queues and agent performance live.
Contact Manager
Lightweight built-in CRM with assigned lists, activity tracking, and click-to-call or dynamic scripts.
30+ Integrations
Connectors for CRMs such as Salesforce, ticketing systems, bots, ASR/TTS engines, and SMS providers.
Pricing
- Agent softphone and Omnidesktop interface
- Voice and IVR channels
- Visual IVR system and flow routing
- Contact manager
- Analytics and reports
- CRM and ticketing integrations
- API integration
- Silver support
- Everything in Voice
- Outbound dialer
- Scripting tool
- Screen recording
- Omnidesktop interface
- SMS, email, WhatsApp, web chat, fax, and Open Channel
- Flow routing
- Contact manager
- Analytics and reports
- CRM and ticketing integrations
- Silver support
- All voice and digital channels
- Outbound dialer
- Scripting tool
- Screen recording
- Visual IVR system
- API integration
- Silver support
Best For
Inbound customer service centers
Route calls, email, and chat through IVR and flow routing to the right agents, with supervisors watching queues in real time.
Outbound sales and collections
Run dialer campaigns with agent scripts and screen recording for lead follow-up, collections, or surveys.
BPOs and outsourced contact centers
Manage many client campaigns across voice and digital channels on a platform you can host yourself.
Healthcare and public services
Handle patient or citizen requests across channels, with on-premises hosting when data must stay in-house.
Multilingual support
Use the real-time translator so agents can serve customers in languages they don't speak.
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