Omnichannel Contact Center PakistanDeploy XCALLY Motion with Capstar Solutions
XCALLY Motion is the omnichannel contact center Pakistan enterprises use to unify voice, email, chat, SMS, and WhatsApp in one agent workspace. Capstar Solutions is a certified XCALLY partner. We install, integrate, and support every deployment for enterprises in Islamabad, Lahore, and Karachi, on Linux servers you control or in the cloud, whichever your compliance and budget require.
4+ countries
30+ Integrations
GDPR · HA · DR
3 Offices in Pakistan
The problem
Three Problems Every Growing Contact Center Hits
If your team has added channels one at a time — a WhatsApp number here, a chat widget there — you have probably run into all three of these. They are also the three reasons most organisations start looking for an omnichannel contact center solution in the first place, and XCALLY was built to answer them.
Too Many Channels to Manage
Calls in one system, emails in another, and WhatsApp on a phone create fragmented customer visibility, leading to duplicate or missed responses.
What XCALLY does: every channel lands in one queue and one desktop, with a shared customer history behind it.
Software Agents Fight With
Complex tools mean longer onboarding, higher error rates, and supervisors pulled into every exception. Training costs rise with every new hire.
What XCALLY does: an intuitive web interface that supervisors and agents learn quickly, so training time goes to service quality instead of software.
Performance Nobody can Measure
Without live dashboards you find out about a service-level breach the next morning, from a customer complaint rather than a report.
What XCALLY does: real-time panels, metric dashboards and a query builder for custom reports, so supervisors can act during the shift.
What XCALLY Motion Actually Is
In plain terms: XCALLY is one system that every customer conversation flows into, no matter how the customer got in touch. It was developed in Italy, and it is never locked to a fixed list of channels:
The platform is used in more than 60 countries. That matters in Pakistan for one practical reason. It is built on the same open telephony standards your phone lines already use, so it connects to your existing phone service instead of replacing it.
The Agent
Handles interactions from a single omnichannel desktop, with the customer’s full history on screen.
The Supervisor
Configures workflows, monitors live performance and builds the reports the business asks for.
The Admin
Configures the platform, defines what agents can do, and keeps operations running.
Channels
Every Channel Your Customers Use, on One Agent Screen
Your customers pick the channel. Your agents should not have to pick the tool. An XCALLY omnichannel contact center for Pakistan businesses can handle these channels from a single desktop.
Voice
Inbound queues, skills-based routing and outbound campaigns over your existing SIP trunks
Inbound and outbound WhatsApp Business conversations, with documents, notifications and bot flows.
Shared mailboxes become a routed queue with dispositions, templates and full history.
Social Messaging
Facebook and other social conversations join the same queue instead of sitting in a browser tab.
Web chat
A chat widget on your site, routed to the same agents and optionally answered first by a bot.
Video
Secure video interactions that let you see the customer or the problem to resolve issues faster.
SMS
Two-way SMS for notifications, confirmations, and support, tracked like any other interaction.
Open Channel API
Have a channel of your own — an app, a customer portal, a local messaging service? You can plug it in.
Core Modules
The Modules Your Team Will Use Every Day
XCALLY is made up of named parts rather than one long feature list, making it easier to see what you are actually paying for. These six are the ones your team will touch daily in almost every omnichannel contact center deployment we run in Pakistan.
Core Modules
The Modules Your Team Will Use Every Day
Cally Square is XCALLY’s IVR designer. You build a call flow on a canvas by dragging blocks — menu, playback, queue, callback, recording, SMS, email — and connecting them, instead of hand-coding an Asterisk dialplan.
Realtime & Analytics
See what is happening now, not what happened yesterday
Supervisors get live panels for queues, calls in progress and agent availability across every channel at once, plus a query builder for custom historical reports.
Motion Bull
Outbound campaigns that dial for your agents
Motion Bull is the automatic outbound dialer. Agents stop dialling numbers and waiting through ring tones, which is where a large share of outbound time disappears.
Customer Journey
Every interaction from every channel is stored against the contact and shown as a timeline. The agent handling a call can read the WhatsApp thread from last week before they say a word and tailor the conversation to what already happened.
JScripty
We deploy Neat for both Zoom Rooms and Teams Rooms and handle licensing, calendar integration, and network settings, not just the box on the wall.
Triggers & automation
We supply the hardware, coordinate installation, mount and cable each room, and test every device on a live call before we hand it over.
Platform Capabilities
What XCALLY Delivers for Your Contact Center
XCALLY goes well beyond channel routing. It ships with the tools your supervisors and agents need to run a contact center end to end.
IVR Designer
Cally Square is a drag and drop IVR builder. Your team designs call flows without writing code, then edits them as your business changes.
Realtime & Analytics
Supervisors see queue depth, agent status, and SLA breaches live, with historical reporting for performance reviews.
Trigger & Automation
Rule-based triggers route interactions, send follow-ups, and escalate cases automatically based on conditions your team defines.
Outbound Dialer
Predictive and progressive dialing modes push calls to available agents automatically, cutting idle time on outbound campaigns.
Scripting Tool
Guided agent scripts keep new hires consistent on complex calls, reducing training time and call errors.
Workforce Management
Forecast, schedule, and optimize agent shifts so staffing matches call volume instead of guesswork.
Built-in CRM
XCALLY ships with its own lightweight CRM, or connects to Salesforce, Zendesk, and Zoho so agent notes stay attached to the right customer.
Customer Journey
See every interaction a customer had across channels in one timeline, so an agent picking up a WhatsApp chat knows the full history.
30+ Integrations
Connect Salesforce, Zendesk, Zoho CRM, Microsoft Dynamics, WhatsApp Business, Dialogflow, Amazon Lex, and OpenAI Whisper without custom code.
Features and Benefits
Where AI Actually Earns Its Place
An omnichannel contact center in Pakistan that needs to staff sustainably needs automation that actually takes work off the team. XCALLY uses AI in four places you can point at: answering routine contacts, helping the agent mid-conversation, checking quality afterward, and spotting patterns across calls nobody has time to listen to.
Motion Bull
Chatbots and voicebots that hand over cleanly
XCALLY connects bots from several AI providers into chat, Open Channel, SMS and WhatsApp accounts, and into IVR flows for voice. You add the bot to an account’s action flow and conversations route to it automatically.
AI Agent Assistants
New agents usually lean on a supervisor for anything unusual, which slows them both down. An AI assistant trained on your company knowledge sits inside the agent desktop instead. Agents can message it directly, or press a button mid-conversation for a suggested response.
The practical effect is fewer escalations, shorter handling times, and faster ramp-up for new hires.
Quality Analysis
A plugin for teams that want to understand call quality without building an analytics practice. It transcribes recordings, recognizes accents and languages, scores sentiment as positive, neutral, mixed, or negative, and categorizes calls by keyword so you can prioritize escalations.
Split voice recording separates the agent and customer sides, so you can see who was talking when a call went wrong.
AI Solutions
Intelligent Automation for Every Interaction
XCALLY’s AI layer analyzes calls and chats as they happen, not days later, so supervisors coach agents before a problem repeats.
Speech Analytics
Every call is transcribed and scanned for keywords, sentiment, and compliance phrases, flagging risk calls for review automatically.
Quality Analysis
Automated scoring against your quality rubric replaces manual spot checks, so every call gets evaluated instead of a small sample.
Real-Time Agent Assist
Agents receive on-screen prompts mid-call based on what the customer says, reducing average handling time and improving first-call resolution.
Integrations
It Has to Work With What You Already Run
A contact center platform that cannot reach your CRM just creates a second place to type. XCALLY ships with more than 30 integrations across six categories, and the API covers the rest.
CRM
Customer records and interaction history flow both ways, so agents see the account on screen pop. Documented XCALLY projects have integrated Salesforce among other CRM platforms.
Bots
Bot platforms from multiple AI providers plug into chat, WhatsApp, Open Channel and IVR flows.
Ticketing systems
Tickets open automatically with customer data attached, instead of an agent retyping it after the call. Zendesk is among the supported systems.
ASR and TTS
Speech recognition and text-to-speech engines power voicebots, transcription, and automated announcements.
Social Media and Messaging
WhatsApp Business, Facebook, Telegram and web chat connect as routed channels rather than separate inboxes.
Providers and Enterprise Systems
Carrier and platform connections, plus ERP and middleware — XCALLY case studies document SAP Hybris and MuleSoft integrations.
Licensing
How XCALLY Licensing Is Structured
Unlike most call center software in Pakistan, XCALLY is licensed per agent on an annual agreement rather than by server or by channel, across four plans. Which plan you need depends on whether your team handles voice, digital channels, or both.
Voice
For teams whose work is telephone-based: an inbound contact center solution with queues and outbound calling on a single voice channel.
Voice Advance
Voice with the extended capability set, for operations running more complex routing and campaign work.
Digital
For teams working chat, email, SMS, WhatsApp and social without a telephony role.
Voice + Digital
The full omnichannel seat — one agent handling calls and digital conversations from the same desktop.
Optional modules added on top
Speech Analytics
AI interaction analytics across voice and digital channels.
Real-Time Translator
Live translation across text and voice for multilingual teams.
Botify
Softbot for predefined conversation flows on WhatsApp, chat and Open Channel.
Platinum Support
Dedicated 24/7 assistance with faster response commitments.
Quality Analysis
Transcription, sentiment and post-call analytics on recordings.
XCALLY Mobile
iOS and Android app so agents can work away from the desk.
Schedulease
Scheduled automated tasks — API calls, database queries, interaction closing.
User Accounts
Admin and supervisor logins for settings, dashboards and reports.
Video Channel
Video calls and meetings with customers, on voice + digital plans.
Queue Manager
Lets agents choose which queue or phone service to log into.
Data Retention
Automated backup and retention policies managed by your admins.
Telephone
A pure SIP extension for voice communication across the entire deployment.
Deployment
Omnichannel Contact Center Pakistan Deployment: What Capstar Handles
Buying the software is the easy part. Projects succeed or fail based on whether the phone side connects properly—and that is where Capstar Solutions spends most of its engineering time. You can run XCALLY on your own servers, or as one of the cloud contact center solutions we host and manage for you.
On-premises
Installed on Linux servers in your own data center. The usual choice for banks, government bodies, and healthcare providers that need call recordings, transcripts, and customer records to stay within Pakistan.
Cloud
Hosted, with no server estate to maintain. Cloud-based contact center solutions offer the familiar benefits: faster rollout, no hardware to refresh, and scalable capacity. They suit distributed teams and organizations without their own data center.
Hybrid
Core platform on-premises with cloud backup, or voice local and digital channels hosted. A documented XCALLY logistics deployment used exactly this split to update systems within hours.
The Telephony Layer Underneath
SIP Trunks
XCALLY’s Asterisk-based core connects to standard SIP services from PTCL, Wateen, Transworld and Nayatel
Session Border Controllers
We terminate trunks on a Ribbon session border controller or AudioCodes SBCs and gateways for security, transcoding and failover, or integrate with the SBC you already run
Legacy PRI and E1
Where a copper circuit still terminates on site, a VoIP gateway bridges it into the platform
No SBC of your own?
SBC as a Service removes the hardware from your capital budget
Server Sizing and Storage
Linux sizing, database and recording storage planned around your call volume and retention policy
High availability and Disaster Recovery
Configured where an outage is not an acceptable outcome
Five Phases, Every Project
Discovery and Sizing
Call volumes, channels, agent count, integrations and compliance constraints
Install and Connect
Servers built, SIP trunk and SBC connected, numbers and queues mapped
Configure
Channels, IVR flows, routing rules, dispositions, CRM and ticketing integration
Train
Separate sessions for agents, supervisors and administrators, in your office or remotely
Go live, HyperCare
Parallel running where you are replacing a system, then hand over with support in place
Who It Fits
Where This Works Well in Pakistan
An omnichannel contact center in Pakistan can suit any operation with high contact volumes and multiple channels. These are the sectors where we see the clearest fit locally. It applies whether you are buying your first call center solution in Pakistan or replacing one that no longer keeps up.
BPO and Outsourced Operations
Multiple clients, multiple queues, strict service levels and per-campaign reporting. Multi-tenant configuration keeps each client's data and dashboards separate while your supervisors see the whole floor.
E-commerce and Logistics
Order status, delivery exceptions, and returns arrive on whichever channel the customer prefers. Self-service IVR and bots handle repetitive tracking questions so that agents can focus on real problems.
Banking, insurance and Fintech
Collections and recovery campaigns on the dialer, onboarding and verification through IVR, and call recording with retention rules for audit. On-premises deployment keeps records inside your own data centre.
Telecom and Utilities
High call volumes with predictable seasonal peaks. IVR deflection, callback, and outbound notification campaigns keep queues manageable during billing cycles and service disruptions.
Healthcare and Diagnostics
Appointment booking, reminders, and results inquiries across phone and WhatsApp. A vendor-documented XCALLY healthcare deployment handles more than 60,000 patient inquiries a year with 20 trained operators.
Government and Public Helplines
Citizen services with multilingual demand and accountability requirements. XCALLY public-sector projects have combined cognitive IVR, WhatsApp, Telegram, and web chat on a national scale with full commitment and resilience
Frequently Asked Questions
Omnichannel Contact Center Pakistan FAQs
The questions we are asked most often when an organisation is choosing a call center solution provider in Pakistan.
What is XCALLY and how is it different from basic call center software?
XCALLY is an omnichannel contact center platform built in Italy on an open-channel architecture, which means voice, email, web chat, SMS, WhatsApp, and social conversations all arrive in one agent desktop instead of separate tools. Basic call center software handles telephony only, so an agent who takes a call has no view of the same customer’s earlier email or WhatsApp message. XCALLY stores every interaction in a single Customer Journey timeline, so the agent sees the full history before they respond.
What is the difference between an omnichannel and a multichannel contact center?
A multichannel contact center offers several channels but runs each in its own queue and tool, so it loses context when a customer switches from chat to a phone call. An omnichannel contact center routes every channel through one platform. It carries the customer’s history across them, so the agent who answers the call already sees the chat that came before it. The practical difference is that customers stop repeating themselves and supervisors get one set of reports instead of four.
Which channels does XCALLY support for contact centers in Pakistan?
XCALLY supports voice, email, web chat, SMS, WhatsApp, Facebook, and other social channels, and video, all managed from one omnichannel desktop. Its Open Channel API lets Capstar Solutions connect channels that are not supported out of the box, including in-house apps and local messaging platforms. Which channels you switch on is a licensing and scoping decision, so Capstar configures only the ones your team will actually staff.
Does XCALLY work with our existing SIP trunk and SBC?
Yes. XCALLY runs on an Asterisk-based voice core and connects to standard SIP trunks, including services from PTCL, Wateen, Transworld, and Nayatel. Capstar Solutions terminates those trunks on a Ribbon or AudioCodes session border controller for security, transcoding, and failover, then registers XCALLY behind it. If you already run an SBC, we integrate with it rather than replacing it.
Can XCALLY run on-premises in Pakistan, or is it cloud-only?
XCALLY runs on-premises, in the cloud, or in a hybrid setup. Organizations in banking, government, and healthcare usually choose an on-premises install in their own data center so that call recordings, transcripts, and customer records never leave Pakistan. Capstar Solutions sizes the Linux servers, storage, and retention policy around your call volume and your regulator’s requirements, and can add high availability and disaster recovery where downtime is not acceptable.
How does XCALLY integrate with our CRM or ticketing system?
XCALLY ships with more than 30 integrations spanning CRM, ticketing, bots, and speech providers, and documented XCALLY projects have connected Salesforce, Zendesk, SAP Hybris, and MuleSoft. If a system isn’t on that list, the REST API and Triggers handle it: a trigger can fire on an inbound call to open a screen pop, create a ticket, or write the interaction back to your CRM. Capstar Solutions builds and tests these integrations as part of the deployment.
Can we migrate from Avaya, Asterisk or a legacy PBX to XCALLY?
Yes, and it is one of the most common reasons Pakistani organizations move to XCALLY. Capstar Solutions maps your existing queues, skills, IVR menus, and dispositions onto XCALLY, keeps your numbers by re-pointing the SIP trunk rather than re-porting where possible, and runs both systems in parallel until the new platform is proven. A documented XCALLY migration at an international BPO moved 500 agents onto the platform with full adoption for service management.
How much does XCALLY cost in Pakistan?
XCALLY is licensed per agent on four plans: Voice, Voice Advance, Digital, and Voice plus Digital, on an annual agreement, with optional modules such as Speech Analytics, Quality Analysis, Video Channel, and Real-Time Translator priced separately. Your total therefore depends on concurrent agent count, which channels you enable, the add-on modules you need, and whether you deploy on-premises or in the cloud. Capstar Solutions provides an itemized quote covering licensing, servers, integration, and local support.
What is the difference between XCALLY Quality Analysis and Speech Analytics?
Quality Analysis is a plugin for smaller teams that want to review calls themselves: transcription and sentiment scoring start manually from voice recordings, and evaluation is done by hand with stars and notes. Speech Analytics is a separate instance for medium and large operations with high interaction volumes, and it works automatically across both voice and digital channels, adding automated scorecards, AI call summaries, predicted NPS, compliance checks, and ready-built dashboards across more than 50 languages.
Get Started
Tell Us About Your Contact Center
Send us your agent count and the channels you need, and we will scope the omnichannel contact center Pakistan deployment that fits. You get a written recommendation and an itemised quote — not a generic brochure. We respond within one business day.
Request a Quote
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