XCALLY Speech Analytics
Overview
XCALLY Speech Analytics is a cloud-based omni channel platform for post monitoring based on four key objectives:
Service Quality: evaluate the quality of delivered services by monitoring KPIs
Customer Experience: use tags and AI to extract insights about the customer experience
Agent productivity: analyze behaviors and prepare targeted training to handle any situation
Compliance Policies: follow procedures and policies during conversations
At the core of the platform there is a powerful artificial intelligence engine that significantly simplifies the entire experience. You don’t need to be a data scientist to use the product: the interface is intuitive, user-friendly, and built for operational teams.
We provide extensive dashboarding capabilities, including fully customizable dashboards so each user can access only the information relevant to their role.
To sum up, with XCALLY Speech Analytics you can gain clear visibility into all insights for more strategic decision-making, conduct in-depth evaluations of agent and bot performance, deliver highly targeted training, understand what truly drives results, from the talking points that increase sales to the phrases that reassure customers, and even predict which customers are at risk of churn.
Comprehensive Performance and Quality Management
The platform is an end-to-end performance and quality management solution designed for customer service operations.
It leverages advanced speech and data analysis to evaluate every interaction, ensuring a complete view of service quality and efficiency.
XCALLY Speech Analytics analyzes conversations from both the customer and the agent perspective, recognizing not only the spoken words but also a wide range of additional elements.
The platform evaluates several critical factors that directly impact service quality and performance: silence, music, crosstalk, volume, speech quality.
It can also analyze bot conversations, enabling you to understand whether that channel is the most effective for handling specific types of inquiries.
Full-Coverage Processing
Unlike sample-based approaches, the system can automatically process 100% of customer interactions.
This ensures objective, consistent, and actionable insights, helping organizations identify:
Productivity bottlenecks
Process inefficiencies (e.g., unnecessary on-hold or silence periods)
Opportunities to improve resolution speed and customer satisfaction
Smarter Insights with Generative AI
XCALLY Speech Analytics integrates retrieval augmented generation (RAG) and generative AI capabilities to provide deeper understanding of conversations.
The AI acts as an assistant that helps you explore your data more deeply and much faster, giving you immediate insights from day one. Simply by uploading call recordings from the XCALLY contact center solution, you can already leverage AI features to detect events, extract insights, and surface key patterns. In fact, every call is automatically summarized and categorized.
You can also guide the AI by defining KPIs, tags, and scorecards, enabling it to more accurately recognize your company’s specific topics and operational needs.
Security and Compliance
The solution ensures:
Full data protection
GDPR compliance
Proprietary training capabilities for secure, organization-specific AI insights
Requirements
To send your voice recordings and digital interactions managed in XCALLY to XCALLY Speech Analytics analysis, integration with the Schedulease plugin is required. Please read here.
Metadata
You can associate metadata parameters to related to the interactions. This provides added value such as:
identifying which agent handled the interaction
which queue it was routed to
what language the customer was speaking
Discover more here
Login
The system can be accessed by your XCALLY Speech Analytics domain name, by inserting email/username and password.
Once a user has been admitted to the system by the Administrators, the user will receive the login information. Once the user received his password by e-mail, he must enter the email address provided during registration, and the password received by email on the login screen.
In case of forgotten password, the user can click on “Forgotten Password” link on the login page to receive then a reset link.
The menu bar supports navigation throughout the system. When a menu item displays in bold, it indicates which menu item the user is currently in. Depending on the level of permission, users can access different menu items.
By clicking on the icon with the three little lines, the menu bar on the left disappears, thus increasing the size of the useful workspace on the user’s display. By clicking on the icon again, the hidden menu bar reappears.
By clicking on the search icon, a search bar will appear: after entering the search term, the search is performed by clicking the ENTER button or the search bar icon.
The system is searching for the search term in calls, in bookmarks, in call tags, in combined rules, in call categories, in quality ratings, in custom reports, in agents, in agent groups, in organisations.
For each type of result, the system will display 10 items. By clicking on “Show all results”, the system will display all matching results.
Filters, Views and Dashboards
XCALLY Speech Analytics enables the use of different filters according to the product section you are using.
For example:
Date – select a specific day, week, or month
Metadata – such as language, direction (Inbound, Outbound, Internal), or interaction type (Voice, Chat, Email)
Subtypes – for example, in chat interactions, filter by Facebook, WhatsApp, Web Chat, etc.
Filters can be locked by clicking on the relative icon and they are reset at every logout.
Furthermore, the platform can be used either for Voice channel only or in Omnichannel mode, providing visibility also across Email, SMS, Chat, WhatsApp, and Open Channel interactions.
To enable the Omnichannel view:
Click on your name in the top-left section, below the logo.
Select Profile.
Enable the Omnichannel view option.
Click Save to confirm. After this change, you will be able to view information and analytics related to digital text-based interactions, in addition to voice recordings.
The Dashboards enable comparison of metrics between periods, typically the previous month versus the current period. All charts are fully interactive; for example, selecting the Voice channel will display a detailed list of all Voice calls. Charts automatically update in real time based on the filters applied, providing a dynamic and flexible view of performance data.
All metrics are typically tied to a unique customer identifier (Customer ID or any other unique number you provide). This allows the system to link all interactions related to the same customer, giving a comprehensive view of performance and outcomes across multiple touchpoints.