Easy To Configure Contact Center as a Service
Deliver seamless customer experiences with a scalable, AI-powered cloud contact center.
Xima’s contact center as a service (CCaaS) solution is designed to make life as easy as possible for both you and your customers, offering a powerful arsenal of features like call queuing/queue callback, interactive voice response (IVR), cradle-to-grave reporting, and much more. Our flexible platform makes scaling a breeze too, as it can easily grow alongside your business to address challenges like high call volumes and seasonal fluctuations as your needs evolve.
Key Benefits of Our CCaaS Solution
Omnichannel Communication
Deliver a seamless customer experience by integrating voice, chat, email, SMS, and social media into a single platform. With Xima’s CCaaS, customers can easily switch channels without repeating information, reducing frustration and improving resolution times. On the backend, agents gain a unified view of interactions, leading to faster, more personalized support and increased customer satisfaction.
AI-Driven Insights
Leverage intelligent analytics to identify trends, predict customer needs, and optimize agent performance. Features like real-time sentiment analysis help agents adjust their approach on the fly, resulting in more effective interactions and higher first-contact resolution rates.
Scalability & Flexibility
Quickly scale your operations up or down based on demand without investing in costly infrastructure. Our cloud-hosted model allows businesses to expand into new markets and adjust their workforce capacity to handle seasonal fluctuations. This flexibility ensures consistent service quality while optimizing resource allocation to control costs.
Seamless Integrations
Xima connects easily with most popular CRM systems, workforce management tools, and business applications—300+ total, in fact. Integrated data sharing helps eliminate silos, providing agents with real-time customer insights that enhance personalization and issue resolution.
Cost-Effective Cloud Deployment
Eliminate expensive hardware investments and reduce your maintenance costs with our cloud-native solution. Our per-user pricing model empowers you to choose a plan that best fits your unique needs, ensuring that you only pay for what you use. Even more, Xima’s automatic updates and security management features reduce IT overhead, freeing up your resources for more strategic initiatives.
Core Features & Capabilities
For a deeper dive into real-time analytics & workforce engagement tools, check out our insights on Contact Center Automation.
- Intelligent Call Routing
Ensure customers reach the right agent the first time with our AI-driven skills-based routing. This powerful feature reduces average handle time (AHT) and increases first-call resolution (FCR) rates, which can significantly impact customer satisfaction. Intelligent routing also helps balance workloads, preventing agent burnout and optimizing workforce efficiency.
- Self-Service & Automation
Empower your customers with AI-powered chatbots and IVR to handle common inquiries without human intervention. Well-implemented self-service options can resolve up to 80% of routine requests, saving agent availability for more complex issues.
- AI and Virtual Agents
Enhance customer interactions with AI-driven virtual agents that provide 24/7 support, answer FAQs, and escalate complex issues when needed. Utilizing intelligent support can result in up to a 30% reduction in response times, leaving your customers happy and your agents free to handle more nuanced tasks.
- Workforce Optimization & Employee Engagement
Improve your agents’ productivity with AI-powered workforce management, automated scheduling, and real-time performance tracking. Optimized staffing ensures the right number of agents are available at the right times, cutting down on overtime costs and improving your service levels.
- Security, Privacy, & Compliance
Protect your customers’ data with enterprise-grade encryption, role-based access controls, and compliance with industry standards like GDPR, HIPAA, and PCI-DSS. Features like secure single sign-on (SSO), comprehensive logging, on-premises deployment options, and more help verify that both you and your customers’ information is safe at all times.
- Real-Time Analytics & Actionable Insights –
Gain instant visibility into your KPIs with standard, custom, and cradle-to-grave reporting. These real-time insights help supervisors make better, data-driven decisions, such as reassigning agents during high call volumes to prevent service delays. Studies show that tapping into your analytics can result in up to a 25% improvement in customer satisfaction and 20% boost in operational efficiency.
How CCaaS Transforms Your Contact Center
- Enhances Customer Satisfaction – The quicker response times, more accurate resolutions, and seamless omnichannel support facilitated by CCaaS all play a part in contributing to higher customer satisfaction scores (CSATs). Organizations using AI-driven CCaaS solutions can experience up to a 30% improvement in first-call resolution (FCR)—which is a key factor in customer satisfaction. Personalized interactions, powered by real-time data, are another major benefit, helping build stronger relationships and increase loyalty.
- Boosts Agent Productivity – Internally, tools like AI-powered automation and intelligent workflows eliminate repetitive tasks, allowing agents to focus on more complex issues. Businesses that implement CCaaS solutions see an average 20% increase in worker efficiency, which serves to both reduce burnout and improve job satisfaction.
- Reduces Operational Costs – The cloud-based nature of CCaaS eliminates the need for expensive on-premise infrastructure, which can reduce your IT and maintenance costs by up to 40%. Xima’s pricing is based on your number of concurrent seats, ensuring that you only pay for what you use and allowing you to scale without overcommitting to unnecessary expenses.
- Improves Business Continuity – With built-in features like remote agent support and cloud redundancy, our CCaaS supports uninterrupted operations even during outages or emergencies. Companies that leverage CCaaS solutions often experience up to 99.99% uptime, minimizing revenue losses caused by service disruptions. Xima’s ability to quickly shift workloads and reroute calls to remote agents keeps your customer service running smoothly, regardless of external challenges.
Why Choose Our CCaaS Over Competitors?
Industry-Specific Use Cases
Financial Services
For businesses that frequently handle sensitive customer information, like banks and insurance providers, CCaaS’s call recording, audit trails, and real-time monitoring features are simply a must. These tools enable organizations to capture and store customer interactions in compliance with legal standards, reducing the risk of disputes and regulatory penalties.
Healthcare
Healthcare organizations often use CCaaS to prioritize patient care, accessibility, and real-time communication. These solutions often feature omnichannel messaging, allowing patients to interact via voice, video, SMS, and patient portals while ensuring seamless integration with electronic health records (EHR) systems and compliance with HIPAA regulations.
Retail & E-commerce
CCaaS can be highly beneficial for retail businesses dealing with surges in seasonal demand. Since these solutions are cloud-hosted, businesses can easily scale their support up or down based on demand, avoiding the costs and inefficiencies of maintaining an oversized in-house call center year-round. Additionally, tools like AI-powered chatbots and IVR systems help handle more routine inquiries, ensuring customers receive quick responses even during high-traffic periods.
Technology & SaaS
The intelligent call routing features included in CCaaS solutions can be lifesavers for tech organizations dealing with customers seeking quick and easy resolutions. By analyzing factors such as the nature of the issue, customer history, and agent competencies, AI-driven routing ensures that queries are always directed to the right person at the right time. This not only speeds up resolution times, but also improves the overall quality of support by connecting customers with the agents who are best equipped to handle the issue at hand.
What People Have To Say
Xima provided us the ability to not only monitor calls but also to run different custom reports. Running reports, displaying and sending those reports in different formats from within the solution itself is remarkable.
FAQs
Have questions? Xima has answers. Check out the FAQs below.
CCaaS (contact center as a service) is a cloud-based solution that enables businesses to manage customer interactions across multiple communication channels without the need for on-premise infrastructure. It works by hosting flexible contact center tools in the cloud, allowing businesses to route, track, and analyze customer interactions in real time.
Given that you choose a reputable provider, CCaaS solutions are generally very secure. Safeguarding measures such as encryption, multi-factor authentication, and secure data storage all work around the clock to verify that both you and your customers’ data is always protected.
Yes, CCaaS solutions can seamlessly integrate with your existing CRM and other business tools to enable a unified view of customer interactions and data.
The setup time for deploying a CCaaS solution can vary depending on the complexity of your business’s needs, but it typically ranges from a few days to a few weeks. Since these tools are cloud-based, the deployment process is often quicker than traditional on-premise systems, with many setups being completed remotely and requiring minimal infrastructure changes.
Don’t see your question here?
Contact Xima’s team for anything else you need.
Try Xima yourself. Schedule a demo today.
Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.
Fill out the form below and a team member will reach out to walk you through it!
