XCALLY V3 Overview

XCALLY provides several benefits:

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• Multiple Channels, One Centralized System: even when customers interact with your contact center across multiple communication channels, all interaction data is stored in a single, centralized environment.
  For example, a customer may initiate a live chat, follow up with a voice call, and later send an email. All these interactions are logged in a unified Timeline, providing agents with full visibility into:

  • Previous interaction history

  • Communication channels used

  • Associated services or queues

  • Date and time of each interaction

  • Interaction status

  • Value-added metadata (e.g., Tags and Dispositions) for enhanced classification

  This ensures that any agent handling the customer has the complete context needed to deliver efficient and personalized support.

• Faster Resolution Through a Unified Interface: by managing all customer communications — including live chat, email, voice, and social media — within a single, integrated platform, support becomes faster and more effective.

  Agents can deliver real-time assistance through the customer’s preferred channel, reducing response time and improving issue resolution rates.

• Enhanced Customer Experience and Loyalty: providing consistent, seamless service across all channels increases both customer satisfaction and brand loyalty.

  With full access to the customer's interaction history, agents can offer personalized support that makes customers feel recognized and valued. The ability to switch between channels without losing context enables a smooth and continuous customer experience.

• Blended Self-Service and Live-Agent Support: most customers prefer to resolve issues independently before reaching out to a human agent. XCALLY enables this with Cally Square, an intuitive IVR designer that supports advanced self-service workflows.

  Key features include:

  • Handling of frequent and repetitive inquiries through self-service

  • Seamless transition to a live agent when needed

  • Reduced call volumes to queues

  • Improved agent efficiency, allowing focus on more complex interactions

  This hybrid model balances automation and human support, improving the overall effectiveness of your contact center.

• Real-Time Monitoring and Resource Optimization: supervisors have access to real-time dashboards for full visibility into agent activities and system performance. Features include:

  • Live monitoring of all omnichannel activities

  • Performance metrics for agents and queues

  • Call monitoring and recording for quality assurance

  • Real-time adjustment of resources to respond to changing workloads

  This centralized monitoring environment supports optimal human resource allocation and helps maintain high service levels.

XCALLY Motion V3 is the omnichannel contact center solution built on a scalable, asynchronous, multi-process architecture. It integrates Asterisk™ 20.x with Motion technologies, delivering optimal performance and user experience for agents, supervisors, and administrators.

The solution is designed for flexibility, supporting both cloud-based and on-premises deployments, and is compatible with infrastructures such as AWS, Google Cloud Platform (GCP), and other virtualized or physical environments.

The XCALLY Motion architecture consists of both physical and logical layers, as outlined below:

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• Developed in JavaScript, using the Node.js runtime.

• Deployed on a Debian 13 "Trixie" operating system, starting from XCALLY version 3.59.0.

• Communicates with a MySQL relational database, accessed via the Sequelize ORM for efficient and structured data interactions. We support the MySQL 8.4.X version, starting from XCALLY version 3.59.0.

• RESTful APIs and WebSocket connections are implemented using the Express framework to manage both stateless and real-time data exchanges.

• All persistent data is stored in a primary MySQL database.

• Supports replication mechanisms for backup and redundancy, ensuring high availability and fault tolerance.

• Database replication can be configured on secondary XCALLY servers for business continuity.

• An NGINX reverse proxy handles incoming client connections.

• NGINX automatically redirects HTTP traffic to HTTPS, ensuring secure, encrypted communications.

• Operates transparently in the background, managing traffic routing to backend services.

• Asterisk is integrated as the telephony engine for voice communications, handling inbound/outbound calls and real-time voice processing.

Communication Channels
XCALLY supports two main methods of client-server communication:

• Utilizes standard HTTP methods (GET, POST, PUT, DELETE).

• Best suited for transactional operations such as user login, data retrieval, or configuration updates.

• Requires client-initiated requests to receive data.

• Enables bi-directional, real-time communication.

• Allows the server to push updates to clients without the need for polling.

• Ideal for live updates, such as agent status changes or real-time call events.

Key Difference:
REST is client-driven and suited for request-response operations. WebSocket is event-driven, enabling the server to proactively send updates to the client.

User Interface

• Built using standard HTML technologies.

• Fully browser-based; no client installation required.

• Accessible by agents, supervisors, and administrators through modern web browsers.

Microservices Architecture

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The newer architecture introduces a microservices-based model, extending the core XCALLY platform for improved scalability and observability.

Central Core

• A Core Service receives and handles all incoming requests via the Application Gateway.

• Responsible for routing requests to the appropriate microservices.

Supporting Services

The microservices ecosystem includes:

• Loki – Centralized logging for diagnostics and troubleshooting

• Prometheus – Real-time system metrics collection

• Tempo – Distributed tracing of service requests

• Grafana – Advanced dashboards, alerting, and visualization tools

Explore on this page our standards of compliance, data protection, and information security.
This section provides information about how we manage privacy, regulatory requirements, certifications, and communication security to ensure trust, reliability and protection for our users and partners.

Discover flexible plans, powerful AI features, seamless integrations, and XCALLY user experience, based on role.