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Xima and DVSAnalytics Bring Powerful Features to Xima Customers

Xima and DVS Analytics partner to bring workforce management, speech analytics and more to the Xima platform.

Customer behaviours and expectations continue to push the limits of organizations across the world. According to Salesforce, 88% of customers expect companies to accelerate their digital initiatives and this starts with customer service. But modernizing your customer service strategy doesn’t have to be a complicated exercise. Leveraging powerful tools like Workforce Management, Workforce Optimization, Speech Analytics, and more can help businesses focus on productivity, efficiency, and performance.

Productivity

Productivity is critical to the success of the customer experience, and impacts everything from customer satisfaction to profitability. Businesses that prioritize productivity can improve efficiency, reduce costs, increase revenue, and gain a competitive advantage. Leverage Xima’s advanced feature set to accelerate time to productivity:

  • Workforce Optimization (WFO) – Give your team the tools to work efficiently, improve productivity and deliver better customer service. WFO tools like Speech Analytics intelligently convert speech to text and automate manual processes.
  • Workforce Management (WFM) – Spend time with customers not scheduling staff. WFM tools like Scheduling can match forecasting to capacity and help agents work more efficiently, leading to higher productivity and better results.
  • Coaching – Providing training and support helps employees improve their skills and accelerate time to productivity. With tools like Automated Coaching employees can see and action areas for improvement.

Efficiency

Operational efficiency helps with cost savings, customer satisfaction, productivity, and performance management. Xima has powerful tools to automate and optimize your customer service workflows and help your employees do more.

    • Workforce Optimization (WFO) – By identifying and addressing inefficiencies in contact center operations, workforce optimization can help streamline efficiency and improve overall performance. Analytics tools help convert customer interactions into searchable data points for actionable insights.

 

    • Workforce Management (WFM) – Use call data from Xima CCaaS to help predict volume and patterns for better staffing. WFM can help businesses operate more efficiently and reduce costs.

 

  • Coaching – By identifying and addressing performance issues among employees, automated coaching can help staff work more efficiently. Employees can see where they’re performing well and areas for improvement based on scores.

Performance

    • Workforce Optimization (WFO) – Analyze customer interactions and identify areas for improvement. WFO can help contact centers provide better service to customers, leading to increased satisfaction and loyalty.

 

    • Workforce Management (WFM) – You can be confident that the right staff are available to handle customer inquiries through tools like scheduling and Real-Time Adherence. This helps you compare the agent’s login, availability, and breaks to their schedule for adherence.

 

  • Coaching – Help employees improve their skills and provide them with the tools they need to deliver exceptional customer service. Use features like Gamification to add a competitive element to agent performance. 

Agent scoring is configured through scorecards and evaluations.

Xima and DVSAnalytics deliver a powerful combination to help you along your digital transformation journey. Combining Xima’s best-in-class analytics with workforce optimization, workforce management, and coaching is essential for any business looking to improve productivity, efficiency, and performance. By implementing these strategies, businesses can provide better customer experiences, and achieve better results.

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Feature Release Webinar

Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.

  • IVR (Interactive Voice Response)

  • MMS Messaging

  • Social Media Integration

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Thursday, September 12, 2024 | 11:00AM ET