What XCally Xenialab does

XCALLY Xenialab (legal entity XCALLY S.r.l.) is an Italian-headquartered SaaS vendor that operates an AI-driven omnichannel contact center platform unifying voice, email, SMS, chat, social, WhatsApp, video, and mobile channels into a single Omnidesktop agent interface, with optional modules for IVR design, outbound dialing, workforce management, and a plugin ecosystem (Botify chatbots, Queue Manager, Schedulease, Live Call Translator). The company's AI layer comprises AI Assistants and AI Agent Assistants built on large language models, plus Speech Analytics and Quality Analysis for transcription and sentiment detection, and a Real Time Translator add-on for multilingual support; integrations extend to more than 30 systems including Salesforce (AppExchange), Zoho, Zendesk, Microsoft Dynamics, Dialogflow, Amazon Lex, OpenAI Whisper, Google Cloud, and AWS.

Revenue is generated through annual subscription tiers (Voice, Voice Advance, Digital, Voice + Digital) with monthly-billed add-ons and plugins, usage-based billing for AI-Managed Conversation, and a quote-based enterprise sales motion complemented by implementation partners and a self-serve free trial. The company serves mid-market and enterprise customers across healthcare (Avon HMO, European university hospitals, Italian diagnostic groups), hospitality (Rodd Hotels), financial services (Fido), BPO (Ingo), automotive (Lombarda Motori), and public administration (Mewecom, Italian government agencies), with named partners CSC Telecom, Inovasj, and Mewecom extending reach into the Baltics, Italian automotive, and Italian public sector respectively.

Operationally, XCALLY S.r.l. is a privately held Italian limited liability company (share capital €200,000) with no disclosed institutional investors, parent, or acquisition activity; it holds SGS ISO/IEC 27001 (UKAS) and ISO 9001 certifications and is the only AI-adjacent leadership signal disclosed is the appointment of Diego Gosmar as Chief AI Officer.

Name

XCally Xenialab

Legal name

XCALLY S.r.l.

Website

https://xcally.com

Company type

Private

Founded year

1996

Operating status

Operating

Headcount range

11–50 employees

Short description

XCALLY Xenialab is an Italian SaaS vendor providing an AI-enabled omnichannel contact center platform that unifies voice, digital, and messaging channels with AI assistants, speech analytics, and multilingual translation for mid-market and enterprise customers across healthcare, hospitality, financial services, BPO, and public sector verticals.

Ownership category

akta.pro rank

Product category

Contact Center / Omnichannel Customer Experience Software

NAICS

Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518210)

SIC

Services-Prepackaged Software (7372), Communications Services, Nec (4899), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)

akta.pro secondary industries

Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA), Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)

Keywords

• Omnichannel contact center
• Cloud contact center software
• AI customer service platform
• Workforce management software
• Speech analytics solutions

Headquarters

HQ city

Torino

HQ country

Italy

HQ region

Europe

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. Subscription-based SaaS Licenses: XCALLY operates as a cloud-based omnichannel contact center platform offering tiered subscription plans (Voice, Voice Advance, Digital, Voice+Digital) with add-on modules. Customers are billed on a recurring subscription model with options for monthly, annual, or multi-year billing. Pricing is quote-based with custom quotes for enterprise deployments.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels6 records

Core offering

XCALLY provides an AI-driven omnichannel customer experience and contact center platform that unifies voice, email, chat, SMS, WhatsApp, social media, video, and instant messaging into a single workspace. The offering combines AI agent automation, speech analytics, real-time and live-call translation, workforce management, CRM, scripting, journey orchestration, and a marketplace of 30+ integrations, deployable in cloud, on-premise, or hybrid models, serving contact center operators and customer experience teams.

Product overview

XCALLY is an AI-driven omnichannel customer experience platform that unifies voice, digital, and AI channels into a single seamless platform. The core Omnichannel Customer Experience Platform serves as the foundation, with channel-specific modules (Voice, Email, SMS, Chat, Open Channel, Social, WhatsApp, Video, XCALLY Mobile), functionality modules (IVR Designer, Outbound Dialer, CRM, Realtime & Analytics, Scripting Tool, Customer Journey, Trigger & Automation, Plugins), and AI Solutions (AI Assistants, AI Agent Assistants, Speech Analytics, Quality Analysis). Additional modules include Workforce Management (Forecast, Schedule, Optimize), Instant Messaging, and specialized plugins like Botify (chatbot automation), Queue Manager (workload optimization), Real Time Translator (multilingual support), and Live Call Translator (voice translation).

Differentiator

Problem solved

Functional benefit

Brands

• XCALLY Mobile: Free mobile application for iOS and Android enabling agents to use XCALLY on their mobile devices.
• Botify
• Queue Manager
• Schedulease
• Live Call Translator
• AI Agent Assistants
• AI Assistants
• Speech Analytics
• Quality Analysis

Products and services

• Omnichannel Customer Experience Platform AI-driven omnichannel contact center and CX platform for contact center operators and customer experience teams across SMB, mid-market, and enterprise, available as cloud, on-premise, or hybrid deployment.
• Workforce Management Workforce management module for scheduling, forecasting, and managing contact center agent staffing and adherence, sold as a companion to the omnichannel CX platform.
• Instant Messaging Instant messaging offering for conversational customer engagement and team collaboration, available as a separate product within the XCALLY portfolio.

Quantifiable outcome

• 300% increase in customer responses in healthcare deployment with reduced wait times and fewer missed calls
• +2 more outcomes

Named customers9 records

Segments5 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability9 records

Feature15 records

Partnerships

Five partnerships are on record, tiered core and minor.

• CSC TelecomcoreImplementation/ SI/ Consulting PartnerCSC Telecom is a technology partner of XCALLY based in the Baltic region (Latvia) with over 20 years of experience designing and implementing contact centers at various levels. CSC Telecom collaborated with XCALLY to implement an intelligent automated appointment management system for a major European university hospital, including automated calls, IVR, and real-time calendar synchronization. CSC Telecom provides high-level integration capabilities and customized solutions enabling businesses to automate and improve customer communication across all channels.
• InovasjminorImplementation/ SI/ Consulting PartnerInovasj is a long-standing partner of XCALLY that used the omnichannel solutions to improve operations and customer experience for Lombarda Motori in the automotive sector. Inovasj implements and customizes XCALLY solutions for specific industry verticals in Italy.
• MewecomminorImplementation/ SI/ Consulting PartnerMewecom is a partner that collaborated with XCALLY to digitize public administration processes and citizen care for the local government sector in Italy, implementing the omnichannel suite for improved internal processes.
• SalesforcecoreTechnology or IntegrationSalesforce is one of the world's most powerful CRMs and is integrated with XCALLY. The integration allows automatic task/case creation in Salesforce for each call or interaction, access to contact information and previous conversations, intelligent call routing, workflow automation, and AI-powered next best actions. XCALLY is listed among Salesforce AppExchange integration partners.
• WhatsApp BusinesscoreTechnology or IntegrationWhatsApp Business integration is natively supported within the XCALLY platform as one of the core communication channels (alongside voice, email, SMS, chat, social, video). Enables businesses to provide personalized and immediate customer service on the world's most popular messaging platform.

Scale indicators4 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Genesys: Genesys is one of the largest omnichannel contact center platform providers globally, offering cloud (Genesys Cloud) and on-prem solutions across voice, digital, AI, and workforce engagement. Comparable to XCALLY across core CCaaS functionality but with vastly greater scale, broader geographic reach, and an established enterprise install base.
• Five9: Five9 is a leading cloud-native CCaaS vendor serving enterprise and mid-market customers with omnichannel routing, AI, and workforce engagement. Competes with XCALLY across the same buyer profile (mid-market and enterprise contact centers) and product surface, but with substantially more scale and US-centric footprint.
• NICE CXone: NICE CXone is a large cloud contact center platform combining omnichannel routing, AI, analytics, and WFM. Directly comparable to XCALLY's product scope (voice, digital, AI, WFM) but bundled into a much broader enterprise CX suite and serving Fortune 500 customers at significant scale.
• Vonage Contact Center (part of Ericsson): Vonage (now part of Ericsson) provides cloud communications and contact center APIs and applications. Comparable to XCALLY across voice, digital channels, and APIs, with the addition of a global carrier network and developer platform positioning it as a larger incumbent.
• Avaya: Avaya offers contact center and unified communications solutions for large enterprises, including Avaya Experience Platform CCaaS. Competes with XCALLY for enterprise and mid-market voice/digital routing deals but at much larger scale and with deeper installed base in legacy environments.
• Cisco Webex Contact Center: Cisco Webex Contact Center is part of Cisco's broader collaboration portfolio, offering omnichannel routing, AI, and integrations with Webex Calling. Comparable to XCALLY on core omnichannel functionality but bundled into a much larger enterprise communications suite.
• Zendesk Contact Center (formerly Klaus add-on, with former Tymeshift): Zendesk offers customer service and contact center solutions tightly integrated with its ticketing and CRM platform. Comparable to XCALLY on omnichannel customer engagement and integrations, but operates as a much larger customer service suite rather than a focused CCaaS.

Direct peers

• Talkdesk: Talkdesk is a cloud CCaaS vendor targeting mid-market and enterprise customers with AI-powered omnichannel routing and agent assistance. Closely aligned with XCALLY on target customer profile and AI-led differentiation, though Talkdesk operates at materially larger scale with VC backing.
• 8x8: 8x8 provides unified communications and contact center as a service with omnichannel, AI, and analytics capabilities. Overlaps with XCALLY on CCaaS functionality and target buyer profile (mid-market/enterprise), and like XCALLY bundles voice and digital channels but with broader UC integration.
• 3CX: 3CX is a smaller European-headquartered unified communications and contact center vendor offering VoIP, live chat, and integrations. Closely comparable to XCALLY in size, geography, and product scope (VoIP-based CCaaS with omnichannel features), making it a relevant same-tier competitor.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/asteriskcall
• LinkedInlinkedin.com/company/xcally

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about XCally Xenialab