Contact Center-Caliber Reporting at a Fraction of the Cost

After evaluating options with a technology partner, the organization chose Xima CCaaS over extending its enterprise contact center footprint. Four factors drove the decision:

1. Reporting-first design: Detailed call reporting and real-time analytics enabled each team to independently measure KPIs, monitor performance, and generate scheduled reports.
2. Right-sized for the use case: Intelligent routing, live wallboards, IVR, and granular reporting — without the overhead of a full contact center stack.
3. Cost effectiveness: Per-user licensing delivered meaningful savings compared to expanding the enterprise contact center to every internal team.
4. Self-service operations: Business teams create their own wallboards, run reports, and adjust settings without relying on the telecom team.

Xima CCaaS was deployed across multiple middle-tier departments in a phased rollout. Each business unit onboarded at its own pace, learned the platform’s capabilities, and steadily expanded usage over time. Teams are now actively using real-time wallboards, scheduled reports, and self-service administration to run day-to-day operations independently.

The deployment achieved four key outcomes:

• Enterprise-grade reporting without complexity — middle-tier teams now access the same caliber of call metrics and performance tracking as the core contact center.
• Self-service empowerment — teams manage their own reporting, wallboards, and configurations, reducing reliance on telecom staff.
• Phased, scalable rollout — multiple business units onboarded successfully, with additional teams continuing to come online at their own pace.
• Cost-effective modernization — advanced reporting and routing capabilities for internal teams without the expense of full contact center licenses.