Home/Compare/Zoho Desk vs XCALLY
Updated on: February 27, 2020

Zoho Desk vs XCALLY

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Zoho Desk
(1398 Ratings)
73%
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Overview

Summary

It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance. ..read more

It is a multi-channel call center solution which is well equipped with bundle of features. Using its API open channel feature, you can develop your channels across social networks and can support your customers on their favourite social network sites. It also has real-time monitoring feature to track your agent’s performance and allows you to make dynamic changes in case of emergency needs. In addition, it allows you to build your own customized dashboards that helps to monitor and improve the performance of your caller support solution. It has internal messenger feature using which your agents can collaborate to solve customer issues. ..read more

Features

Alerts (Escalation)

Auto Call Recording

Automated Routing

Call Monitoring

Community Forums

Concurrency Support

Contract (SLA Management)

Customizable Branding

Document Storage

IVR Support

Inbound Call Center

Incident Management

Knowledge Base

Known Issue Management

Live Chat

Macros (Templated Responses)

Multi-Channel Communication

Outbound Call Center

Predictive Dialer

Progressive Dialer

Queue Management (Calls)

Self Service Portal

Social Media Integration

Surveys & Feedback

Ticket Management

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Pleasanton, CA - 94588 / +1 (888) 900-9646

Italy / +39 011 198 865 00

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Free
Free

Features

  • 3 Free Agents
  • Email Ticketing
  • Customer Management
  • Help Center
  • Private Knowledge Base
  • Predefined SLAs
  • Macros
  • Multi Language Helpdesk
  • 24*5 Email Support
  • Mobile Apps
Standard
$18 /User/Month

Features

  • Features from FREE +
  • Social & Community Channels
  • Product Based Ticket Management
  • Help Center Themes Gallery
  • Public Knowledge Base
  • SLAs & Escalations
  • Workflow, Assignment & Supervise Rules
  • Customer Happiness Ratings
  • Reports & Dashboards
  • Work Modes for Tickets
  • Marketplace Extensions & Integrations
  • ASAP - Embeddable Self Service
  • 24x5 Phone Suppor
  • Add-On ( $5/Light Agent)
Professional
$30 /User/Month

Features

  • Features from STANDARD +
  • Multi-department Ticketing
  • Team Management
  • Telephony
  • Automatic Time Tracking
  • Blueprint - Basic Process Management
  • Round Robin Ticket Assignment
  • Agent Collision
  • Tasks, Events & Call Activities
  • Ticket Templates
  • Private Marketplace Extensions
  • SLA Dashboards
  • Ticket Sharing
  • Mobile SDK
  • 24x5 Chat Support
  • Add-On ( $5/Light Agent)
Enterprise
$45 /User/Month

Features

  • Features from PROFESSIONAL +
  • Live Chat
  • Zia - Artificial Intelligence (Beta)
  • Help Center Customization
  • Multi-brand Help Center
  • Advanced Process Management
  • Custom Functions
  • Multi-level IVR
  • Global Reports & Dashboards
  • Scheduled Reports
  • Contract Management
  • Validation Rules
  • Field Watching
  • Multiple Business Hours & Holidays
  • Role-based Data Sharing
  • 50 Light Agents
  • Add-On ( $5/Light Agent)
View Price Page
Ultimate
Custom

Contact the vendor for detailed pricing.

  • Voice
  • SMS
  • Email
  • Web Chat
  • Contact Management
  • Predictive Dialer
  • JScripty
  • IVR System
  • Call Recording
  • Analytics and Reports
  • Whisper, Barge-in
  • API
Dialer-Gold
Custom

Contact the vendor for detailed pricing.

  • Voice
  • Contact Management
  • Predictive Dialer
  • JScripty
  • IVR System
  • Call Recording
  • Analytics and Reports
  • Whisper, Barge-in
  • API
Omni-Gold
Custom

Contact the vendor for detailed pricing.

  • Voice
  • SMS
  • Email
  • Web Chat
  • Contact Management
  • IVR System
  • Call Recording
  • Analytics and Reports
  • Whisper, Barge-in
  • API
Plus
Custom

Contact the vendor for detailed pricing.

  • Voice
  • IVR System
  • Call Recording
  • Analytics and Reports
  • Whisper, Barge-in
  • API
View Price Page

SCREENSHOTS

View 16 screenshot(s)
View 8 screenshot(s)

INTEGRATIONS

  • Zoho BugTracker
  • Office 365
  • Zoho Cliq
  • Slack
  • Zoho PageSense
  • Zoho Invoice
  • Zoho Creator
  • Trello
  • Zoho CRM
  • Zoho SalesIQ
  • Zoho Analytics (Zoho Reports)
  • Google Analytics
  • Salesforce
  • Zapier
  • Zoho Projects
  • Jira
  • Zoho Social
  • Zoho Books
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