AI Contact Center Software
What AI Contact Center Software Does for Your Team
Most contact centers generate more data than they can use. AI contact center software helps teams act on that data faster by surfacing trends, scoring interactions, and supporting agents in real time. So your supervisors spend less time digging and more time improving.
Xima’s AI capabilities are built natively into your contact center platform. No third-party integrations. No extra setup. Just AI that works inside the tools your team already uses. The result is simpler workflows, faster coaching, and clearer visibility into performance.
What Is AI Contact Center Software?
AI contact center software uses machine learning, natural language processing, and automation to analyze interactions, score agent performance, assist customers, and surface operational insights — automatically and at scale. Where traditional QA reviews 3-5% of calls, AI contact center software covers 100%.
What Xima's AI Does Differently
Enterprise AI tools require enterprise budgets and dedicated analytics teams. Xima brings the same depth of capability to mid-market and SMB contact centers, built directly into the platform at the Elite tier. One platform. No integration overhead. AI that activates within your existing workflows.
Three AI Capabilities. One Platform.
Xima’s AI contact center software combines three native capabilities that work together across your operation: front-of-queue automation, 100% interaction scoring, and performance intelligence.
Xima Insights
The AI intelligence layer that tells you not just what your metrics are, but why they're off and what to do about it. Analyzes 100% of interactions to surface root causes, coaching opportunities, and CX trends in real time -- replacing 30-minute report dives with instant, specific answers.
Auto QA
Automatically scores every interaction against your own evaluation criteria. Eliminates the 95% blind spot in manual QA sampling, removes reviewer bias, and gives supervisors objective performance data on every agent, every call, every day.
AI Messaging Bot
Handles routine customer inquiries across chat and messaging channels before they reach a human agent. Custom-trained on your own data, configurable to your brand voice, and capable of advanced actions including ticket logging, email sending, and CRM queries.
AI That Works With the Phone System You Already Have
Works with Cisco, Mitel, Avaya, and other on-premises or hybrid systems. No hardware swap, no new phone system. Call data flows into Xima automatically, so Auto QA and Insights work without changing how agents handle calls.
Ready to bring telephony and AI onto one platform? Get a full cloud contact center solution from Xima built to work as one platform.
Xima also connects to the CRM, workforce management, and business tools your team already uses, so AI insights show up right where you work.
From 3% Coverage to 100%
The most common gap in contact center quality management isn’t a process problem — it’s a math problem. Supervisors reviewing calls manually can realistically cover 3-5% of interactions. The other 95% go unreviewed. Xima’s Auto QA and Xima Insights together close that gap. Auto QA scores every interaction automatically against criteria you define. Insights analyzes patterns across all of them to show you where handle times are rising, where customers are frustrated, and which agents need coaching — before those issues compound. Supervisors using Xima Elite spend less time reviewing and more time acting on what the data already knows.
AI should help your team move faster, not create more work. See what that looks like inside Xima.
Reduce Handle Time
Insights surfaces the specific reasons handle times are increasing -- by queue, by agent, by interaction type -- so supervisors can coach to the root cause, not the symptom.
Cut Supervisor Workload
Auto QA returns hours to supervisors each week by replacing manual call review with automated scoring. Supervisors see where to focus; they don't have to go looking for it.
Improve Agent Performance Faster
Objective, complete coaching data means every agent improvement conversation is grounded in evidence. Ramp time drops. Turnover costs follow.
Who Uses Xima's AI Contact Center Solution
Operations Managers
Monitor queue performance in real time, identify staffing trends, and make scheduling decisions with current data instead of yesterday's reports. Spot operational bottlenecks early and keep service levels on track throughout the day.
Supervisors
Coach with evidence, not assumptions. Review AI-flagged interactions, receive alerts when calls need attention, and identify performance trends across agents to focus coaching where it matters most.
IT Leaders
Add AI-powered workforce optimization and analytics without replacing your existing telephony platform. Xima supports role-based access controls, flexible deployment options, and security features that help meet your organization's compliance requirements.
AI Contact Center Software FAQs
An AI contact center solution uses machine learning, natural language processing, and automation to analyze interactions, score agent performance, assist customers, and surface operational insights, automatically and at scale. Where traditional QA reviews 3-5% of calls, an AI contact center solution can cover 100%.
Xima’s AI capabilities are built natively into the platform across three tools. The AI Messaging Bot handles routine customer inquiries at the front of the queue. Auto QA automatically scores every recorded interaction against criteria you define, with AI-generated explanations for each score. Xima Insights analyzes patterns across all interactions to identify root causes, coaching opportunities, and CX trends — delivered as specific, actionable recommendations.
Xima’s AI capabilities — including Auto QA, Xima Insights, and the AI Messaging Bot — are included in the Xima Elite plan. Customers on Professional or Essentials plans can upgrade to Elite to access these features. No third-party integrations or additional setup is required.
Enterprise platforms like Genesys Cloud, NICE CXone, and Five9 offer AI analytics at significantly higher cost and complexity, typically requiring dedicated analytics teams and multi-vendor integrations. Xima delivers the same depth of native AI capability within a single platform designed for mid-market and SMB contact centers.
Yes, Xima integrates with existing Cisco, Mitel, Avaya, and other phone systems, so you can add AI-powered analytics and reporting without replacing your current telephony platform.
Xima can be deployed as an analytics layer on top of your existing phone system, so you don’t have to migrate to a new platform to gain AI capabilities. If you’re ready for a complete cloud contact center, Xima also offers a full CCaaS solution.
Xima can be deployed as an analytics layer on top of your existing phone system, so you don’t have to migrate to a new platform to gain AI capabilities. If you’re ready for a complete cloud contact center, Xima also offers a full CCaaS solution.
Discover More
How Does Xima Help
Your Contact Center Has a Problem. You Just Can’t Find It. And By the Time You Do, It’s Too Late.
Every contact center manager knows the feeling. A metric slips. Maybe it’s First Call Resolution. Maybe it’s handle time. Maybe your CSAT scores have been quietly trending in the wrong direction for three weeks, and someone just noticed. So you
How AI-Powered Auto QA Is Transforming Contact Center Quality Management
From evaluating 3% of calls to 100%, without adding headcount. For most contact centers, quality assurance is stuck in a frustrating loop: supervisors manually listen to a small slice of calls, hope they caught the right ones, and try to
Cut Costs & Boost Efficiency with Xima’s Virtual Agent
Future-proof your contact center with Xima’s AI Messaging Bot. Streamline customer interactions and free up human agents with our powerful virtual agent.
Try Xima yourself. Schedule a demo today.
See how Xima AI contact center software supports better QA, stronger analytics, and faster coaching.
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