A Cloud Solution with Actionable Insights
Make Informed Decisions Faster
Technology That Scales With You
A cloud contact center is an internet-based facility that handles all inbound and outbound customer communications for a company. It’s a software solution that offers a comprehensive suite of tools and applications which allow you to deliver outstanding levels of customer service across multiple channels, including voice, SMS, email, and social media.
The cloud allows for better application reliability, speed, and affordability. With Xima’s feature set, your agents will have everything they need to create positive customer experiences.
Xima works with multiples phone systems such as Avaya Cloud Office (ACO), RingCentral Office (RCO), 3CX, NetSapiens, Metaswitch, and others
Get Strategic Insights and Actionable Data
Xima Software creates powerful data centers that equip users to measure
key metrics, including call volumes, average handling time, and customer
satisfaction scores. Armed with this comprehensive data, businesses can
make informed decisions to optimize their customer service delivery,
ensuring enhanced performance and client satisfaction.
Multiple Communication Channels For Easy Customer Engagement
Improve customer experiences by offering multiple communication channels, empowering them to choose their preferred method. Xima Software enables measurement of vital metrics like call volumes, average handling time, and customer satisfaction scores.
With comprehensive data insights, businesses make informed decisions to optimize service delivery, improving performance and client satisfaction.
Skills-based Routing
Ensure your calls are routed to the best available agent using different skills-based routing algorithms including Intelligent, Highest Skill First, Linear, Circular, or Most Idle fashion. Skills-Based Routing >
Queue Callback (Callback Assist)
Instead of waiting in queue or having your customer abandoned due to long wait times, customers may choose to have the system hold their place in line and call them back when it’s their turn. Queue Callback >
Interactive Voice Response
Save time with an Interactive Voice Response (IVR) system that can answer and
redirect your customers to the appropriate area for help. Our IVR program uses
natural language processing to understand customers’ voice commands.
Interactive Voice Response >
Supervisor Control
Remotely manage employees by controlling agents and calls based on skill groups. Place employees on busy, log them out, force calls to them, and more.
Supervisor Tools >
Web Chat
Connect with customers in real time through our web chat feature. Enhance communication on your website, enabling agents to provide prompt and efficient assistance.
Effortlessly handle customer inquiries, support requests, and issue resolution while benefiting from industry-leading reporting features that surpass the average standards.
SMS
SMS communication management enables your team to deliver impactful customer experiences that drive loyalty and pave the way to success.
Social Media
Efficiently track and manage direct messages across popular social media platforms with ease. Gain valuable insights into customer sentiment, identify emerging trends, and provide personalized support that enhances customer satisfaction.
The Agent Experience In Action
Customers aren’t the only ones who benefit from a cloud-based contact center. Agents can find extra flexibility and productivity with easy-to-use software that can be accessed from anywhere in the world.
With the ability to work from home and higher customer retention rates, a boost in morale and productivity are all but guaranteed.
Strategic Insights and Actionable Data
Xima Software equips users to measure key metrics, including call volumes, average handling time, and customer satisfaction scores. Armed with this comprehensive data, businesses can make informed decisions to optimize their customer service delivery, ensuring enhanced performance and client satisfaction.
Skills-based Routing
Ensure your calls are routed to the best available agent using different skills-based routing algorithms including Intelligent, Highest Skill First, Linear, Circular, or Most Idle fashion. Skills-Based Routing >
Queue Callback (Callback Assist)
Instead of waiting in queue or having your customer abandoned due to long wait times, customers may choose to have the system hold their place in line and call them back when it’s their turn. Queue Callback >
Supervisor Control
Remotely manage employees by controlling agents and calls based on skill
groups. Place employees on busy, log them out, force calls to them, and more.
Supervisor Tools >
Multiple Communication Channels
Improve customer experiences by offering multiple communication channels, empowering them to choose their preferred method. Xima Software enables measurement of vital metrics like call volumes, average handling time, and customer satisfaction scores. With comprehensive data insights, businesses make informed decisions to optimize service delivery, improving performance and client satisfaction.
Web Chat
Connect with customers instantly through our web chat feature. Enhance communication on your website, enabling agents to provide prompt and efficient assistance.
Effortlessly handle customer inquiries, support requests, and issue resolution while benefiting from industry-leading reporting features that surpass the average standards.
SMS
SMS communication management enables your team to deliver impactful customer experiences that drive loyalty and pave the way to success.
Social Media
Efficiently track and manage direct messages across popular social media platforms with ease. Gain valuable insights into customer sentiment, identify emerging trends, and provide personalized support that enhances customer satisfaction.
Customer Success
Is Our Focus
How will using a cloud contact center improve customer engagement and agent productivity on a company-wide level? You can see for yourself by checking out a few of our biggest success stories.
Our cloud solutions have helped people around the globe improve their businesses. We can help yours, too, with the power of cloud contact center software.
Fairfax Pediatric Customer Success Story
“With Xima it’s nice because we can see the number of answered calls per user, we can see how even it is between all the users. And then we can see which phones are currently in use and which are ready.” – IT Manager
Suburban Propane Success Story
Xima delivered a reliable call reporting system, database redundancy, and a centralized management platform to keep up with growth.
Sansio Customer Success Story
“I liked Xima because the user interface was easy to understand, I could do a lot of the things myself administratively, and pretty much every need I had, you guys checked all the boxes.” – Senior Support Manager
Enterprise Level Solution at a Fraction of the Cost
Your customers deserve the best, but providing a first class customer experience shouldn’t break the bank. Xima offers some of the best pricing in the industry–without sacrificing any of the features organizations need.
We believe in maximum efficiency, and that goes for our pricing as well. With Xima, you’ll only pay for what you use, since our pricing is based on the number of concurrent seats; only pay for what you use. And you won’t ever see any toll charges or additional fees
Learn more about our pricing.
Frequently Asked Questions
Have questions? Xima has answers. Check out the FAQs below.
What is a Cloud Contact Center?
A cloud-based contact center is exactly what it sounds like: a customer service solution hosted in the cloud–that is, a collection of servers that host software and infrastructure that can be accessed with just an internet connection. Using a cloud contact center allows businesses to seamlessly handle customer interactions through various channels like phone, email, chat and social media with flexibility, scalability and remote access to customer service resources.
What are the main benefits of cloud-based contact centers?
There’s a number of benefits that come with cloud contact centers, with one of the most important ones being multi-channel customer interactions, which link together all integrated communication channels in order to give your call center agents a comprehensive view of previous conversations with customers, no matter what channel they use to engage.
You’ll also find other benefits of cloud contact centers, including remote agent access, real-time analytics, rapid deployment of new features, scalability, and even savings due to a pay-as-you-need pricing plan.
What are the benefits of a cloud-based contact center vs traditional on-premise contact centers?
A cloud-based contact center provides greater flexibility, scalability and agility compared to traditional infrastructure. It eliminates the need for on-premises hardware, giving companies and agents more flexibility in how they operate their business. With remote access for agents, it allows the freedom for employees to work from home.
In addition to faster deployment for upgrades and features, business owners could see a reduction in costs due to a lack of maintenance and upgrade costs–and not needing to use a physical location to house your call center.
What are the best practices for managing a cloud contact center effectively?
In order to effectively manage your cloud contact center, you’ll want to use best practices such as selecting an appropriate technology provider and creating clear goals and KPIs for your agents.
Once you get started, make sure your agents are properly trained in everything they need to know for cloud contact center work, including multi-channel support and remote access. Be sure to record analytics, optimize workflows, and continuously monitor and improve customer experiences as well as security protocols.
You can find out more about Xima’s best practices by heading over to our Learning page.
Don’t see your question here?
Contact Xima’s team for anything else you need.
What People Have To Say
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