XCALLY Plans
On this page |
Plans Description
Plans 2025 are applicable from February 1 2025
VOICE | VOICE ADVANCE |
The VOICE plan is designed for contact centers that focus on managing customer communication via phone channel, supporting both inbound and manual outbound calls. This plan includes all the essential features to monitor performance and define routing flows effectively, such as:
Agents can manage interactions through the XCALLY agent softphone (Windows app or WebRTC). The Agent Web interface includes a contact manager module to handle customers' lists and information, as well as the access to the customer journey. | The VOICE ADVANCE plan is the right choice for contact centers that require tools to create and organize outbound campaigns - in addition to the inbound call features included in the VOICE plan. This plan includes the outbound dialer module to manage both Agents and automated IVR campaigns. The dialing methods available are:
|
DIGITAL | VOICE + DIGITAL |
The new DIGITAL plan is perfect for contact centers that communicate with customers via text-based channels:
| The VOICE + DIGITAL plan provides the most complete omnichannel experience. It combines all the features of the VOICE ADVANCE plan (inbound and outbound dialer) and of the DIGITAL plan (Email, Web chat, SMS, Social media, WhatsApp - including outbound campaign management - and other instant messaging apps). |
| VOICE | VOICE ADVANCE | DIGITAL | VOICE+DIGITAL |
|---|---|---|---|---|
Agent softphone (phonebar/webrtc) | ✔ | ✔ |
| ✔ |
Omnidesktop interface | ✔ | ✔ | ✔ | ✔ |
Voice Channel | ✔ | ✔ |
| ✔ |
SMS |
|
| ✔ | ✔ |
|
| ✔ | ✔ | |
|
| ✔ | ✔ | |
Web Chat |
|
| ✔ | ✔ |
Fax |
|
| ✔ | ✔ |
Open Channel |
|
| ✔ | ✔ |
IVR Channels | ✔ | ✔ |
| ✔ |
Channel Sessions |
|
| ✔ | ✔ |
Contact Manager | ✔ | ✔ | ✔ | ✔ |
Outbound Dialer |
| ✔ |
| ✔ |
Jscripty |
| ✔ |
| ✔ |
Screen Recording |
| ✔ |
| ✔ |
Agent Profile Package | ✔ | ✔ | ✔ | ✔ |
Cally Square | ✔ | ✔ |
| ✔ |
Flow Routing | ✔ | ✔ | ✔ | ✔ |
Internal Messenger | ✔ | ✔ | ✔ | ✔ |
Analytics & Report | ✔ | ✔ | ✔ | ✔ |
CRM systems Integration | ✔ | ✔ | ✔ | ✔ |
Ticketing systems Integration | ✔ | ✔ | ✔ | ✔ |
APP Zone | ✔ | ✔ | ✔ | ✔ |
API Integration | ✔ | ✔ | ✔ | ✔ |
Important: The selected plan applies to all agent licenses within your XCALLY environment.
XCALLY agent licenses are based on concurrent usage, not the total number of configured users. This means you only need to purchase licenses for the maximum number of agents connected simultaneously, regardless of the total number of user accounts created.
Example: if your contact center employs 100 agents, but only 50 agents work concurrently during any given shift:
You can create 100 user accounts in XCALLY, configure roles, assign permissions, and distribute them across services and channels as needed.
However, since a maximum of 50 agents will be active on the platform at the same time, you only need to purchase 50 concurrent agent licenses.
XCALLY provides tools to track and manage license usage:
Dashboards and real-time panels show the number of agents currently connected.
The License Details page provides visibility into current license allocation and usage statistics.
You can request an upgrade to a different license plan at any time by contacting your XCALLY Sales Account Manager.
The number of IVR channels and channel sessions (e.g., for voice, chat, email, etc.) is not limited or directly tied to the number of agent licenses in use.
However, these resources may be subject to technical constraints to ensure optimal performance of the XCALLY instance. Factors such as hardware specifications, system configuration, and overall platform load can influence the effective capacity of channel sessions.
XCALLY Add-Ons
XCALLY plans can be extended with the following optional add-ons to enhance functionality and tailor the platform to your operational needs:
QUALITY ANALYSIS | Enhance the Voice Recordings feature by enabling automatic call transcription, sentiment analysis, and post-call analytics.
→ Explore documentation for OpenAI or AWS cloud provider |
VIDEO CHANNEL | Allow customers to initiate contact via video call, or escalate an ongoing conversation from web chat, SMS, or WhatsApp to a video interaction.
|
USERS ACCOUNTS | Create and configure Administrator and Supervisor accounts to manage system settings, monitor operations, generate reports, and access dashboards.
|
TELEPHONES | Enable and configure pure PBX extensions → Explore documentation |
XCALLY MOBILE | Allow agents to access XCALLY through the mobile app, available for iOS and Android.
→ Explore documentation |
REAL-TIME TRANSLATOR | Facilitate seamless communication between agents and customers who speak different languages, with real-time translation for both:
Ideal for global teams and multilingual support centers. → Explore documentation - Voice Channel | Explore documentation - Text Channels |
XCALLY Plugins
XCALLY plans can be extended with the following optional plugins, designed to enhance functionality and streamline contact center operations.
DATA RETENTION | BOTIFY |
Easily manage your data lifecycle directly from the XCALLY web interface. | Create and configure softbots to automate interactions on supported digital channels. |
SCHEDULEASE | QUEUE MANAGER |
Automate routine tasks through a flexible scheduling system. | Provide agents with an intuitive interface to manage their own queue assignments. |