A large U.S.-based Pharmacy Services Administrative Organization (PSAO) modernized its contact center using Xima’s UCaaS and analytics platform. With real-time wallboards, reporting dashboards, and improved platform reliability, the organization gained greater visibility into call volumes, agent activity, and service performance. Over a 90-day period, the contact center handled nearly 28,000 calls while supervisors actively used dashboards and automated reports to monitor operations. The organization is now exploring AI-powered capabilities like sentiment analysis and automated quality evaluation to further improve service delivery.
The organization selected Xima’s unified UCaaS and contact center analytics platform to address three critical priorities: gaining deeper visibility into call activity and performance metrics, improving operational oversight through real-time dashboards and reporting, and building a scalable contact center strategy with a clear path toward AI-driven insights.
As a large U.S.-based Pharmacy Services Administrative Organization (PSAO) supporting pharmacies across the United States and Puerto Rico, the team manages high volumes of mission-critical calls that directly impact pharmacy operations and partner support. Leadership needed a platform that could deliver reliable communications infrastructure while also providing the data and transparency required to manage service performance effectively.
Xima deployed a unified platform supporting agents, supervisors, and operational leaders across the contact center. The solution delivers highly stable communications infrastructure, real-time wallboards for operational visibility, and robust reporting capabilities that allow leaders to monitor performance, analyze call trends, and quickly investigate individual interactions when needed.
For the organization’s Pharmacy Services leadership, the ability to access insights quickly has improved day-to-day management of the contact center.
“From a wallboard perspective, pulling reports and reviewing the metrics, we’re sitting in a much better place. My life is easier.”
— Senior Leader, Pharmacy Services
Since deploying Xima, the organization has significantly improved visibility into contact center operations while supporting sustained call volume across pharmacy support queues.
Wallboards and reporting have become central tools for supervisors and queue managers. Leaders rely on real-time dashboards to monitor call volumes, agent activity, and queue performance, while scheduled reports provide ongoing insight into operational trends.
Rather than relying on static reports, the organization actively uses Xima data to identify operational patterns, investigate call activity, and improve communication between teams responsible for supporting pharmacies.
Xima and the organization are now collaborating on the next phase of their partnership with a focus on AI-powered insights for contact center operations.
The PSAO is actively engaged in Xima’s AI roadmap, sharing real-world operational needs and use cases that will help shape upcoming capabilities. Together, Xima and this pharmacy services organization are building a modern, data-driven contact center capable of supporting both today’s operational demands and future growth.
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