Contact Center and Unified Communications in One Platform
Get The Flexibility to Connect with Your Customers
Xima Unified Communications is designed to give companies a simple-to-use, cost-effective, and highly scalable phone system in the cloud. Wherever your employees are located, they can use these easily accessible communication tools and systems from any device with an internet connection. Plus, they can be managed remotely.
Features like advanced call routing, auto-attendants, interactive voice response (IVR), and queue callback will enable your employees to deliver a positive customer experience. You can also set up advanced features like mobile twinning, SMS, voicemail to email, and call recording.
Simplify Your Management
The Benefits of a Unified Contact Center and Communications Platform
By bringing your contact center and unified communications together, you eliminate the gap between your back-office staff and front-line agents. Instead of running separate tools for internal chat and external customer calls, Xima’s unified contact center approach connects your entire business to a single cloud network so your team can resolve customer issues faster.
Unified Communications as a Service (UCaaS) Benefits
Benefits of our UCaaS platform include:
- Improved Collaboration and Business Continuity: Go beyond video conferencing to improve team collaboration wherever your employees are, ensuring continuity with a seamless experience across voice, messaging, and email.
- System Consolidation: Consolidate various communication systems into a single platform, making it easier to manage and access all communication channels from anywhere, anytime.
- Reduced Cost of Ownership: Eliminate the need for expensive, on-premise hardware and reduce maintenance costs, transitioning your communication expenses to a predictable operational expense model.
- Scalability: Easily add or remove users and features in minutes, allowing your communications system to adapt instantly to your business growth or seasonal demands.
Contact Center as a Service (CCaaS) Benefits
Benefits of our CCaaS platform include:
- Faster Resolution: Route callers to agents with the exact skills to solve their problem, cutting down on transfers.
- No Long Holds: Let callers request an automatic callback instead of waiting on the line.
- Remote Work: Let agents answer calls, emails, and texts from anywhere with an internet connection.
- Higher Output: Give agents a single screen for all customer history, voice, and text queues.
What’s The Difference Between Unified Communications and Contact Center?
Unified Communications (UC)
Unified Communications as a Service (UCaaS) is, like the name says, a unified communications solution that integrates various communication channels into a single platform for internal communication, collaboration, and productivity.
The way a UCaaS platform works is predominantly with internal communications, particularly among distributed workforces–whether that’s all employees doing remote work or from having several global headquarters for your business. This cloud-based software allows for more collaboration in real time among team members, no matter where they are.
Contact Center (CC)
Make life easier for your clients and agents. CC uses customer-centric communications technology to manage inbound and outbound customer interactions through channels like voice, chat, email, and text.
By using features like skills-based routing and queue callback, CC can easily handle high volumes of customer queries, resulting in lower wait times and increasing the productivity in your call center agents. Plus, since it’s managed with the cloud rather than on-site hardware, your agents can work anywhere in the world and still be there for your customers.
Unified Contact Center Features
With Xima, you can reap the benefits of UCaaS and CCaaS in one convenient package. Bundling your voice and customer service channels keeps your employees connected and your customer data in one place.
Xima’s unified platform features includes:
SMS Enable
Any Numbers
Send and receive text messages using your existing business phone numbers.
AI Voicemail Transcription
Read voicemail messages automatically transcribed into text format.
Mobile
Twinning
Ring your mobile and desk phones at the same time so you never miss a call.
Fax to
Email
Send and receive documents as digital files directly within your email inbox.
Device
Flexibility
Use our computer softphone or run cloud voice on your existing physical desk phones.
Auto
Attendant
Route incoming calls instantly to the right person using simple, automated menus.
Single Sign-On
(SSO)
Log into your entire voice and messaging workspace using your existing corporate credentials.
You can read more about our Contact Center solutions here.
World-class Reporting
Unified Contact Center Reporting and Analytics
After 15 years of helping over 10,000 companies report on what matters to them, Xima has done the hard work and created best-practice reports for you, right out-of-the-box.
Build your own report from scratch or modify one of the 30+ existing templates to fit your needs. Insights are what help organizations create a better experience for their customers and Xima’s Unified Communications and Contact Center platform makes it easy to get those quickly.
Bring Your Contact Center and Unified Communications Together
Running separate platforms for internal team chat and external customer calls creates communication blind spots.Â
See how Xima’s unified contact center simplifies your daily operations:
- Watch AI in action: See how our built-in AI transcribes voicemail messages to text and sends them directly to agent inboxes so no customer request is missed.
- See the agent workspace: View how your agents handle customer calls, reply to SMS texts, and check internal team availability on a single computer screen.
- Review all-in-one reporting: See how supervisors run cradle-to-grave reports on both internal staff extensions and active customer queues from a single dashboard.
Ready to see how Xima can streamline your communications?
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.
Frequently Asked Questions
UCaaS (Unified Communications as a Service) is a cloud-based delivery model that integrates internal communication tools like voice, video, and messaging into a single, unified platform. This allows geographically distributed teams to communicate and collaborate easily over the internet from any device.
Essential functions of a UCaaS platform include HD voice calling (VoIP), video conferencing, team messaging, and mobile twinning. These tools work together to enhance internal collaboration and productivity for employees.
Bundling these services creates a single, integrated platform that breaks down communication silos between employees and customers. This unified approach streamlines operations, ensures better data flow, and ultimately leads to faster customer resolution times and improved productivity.
With a multichannel setup, you have separate, disconnected tools for phone, chat, and text, forcing your team to jump between apps and piece together customer histories manually. A unified platform pulls every conversation channel onto a single screen so your agents always see the full story in one place.
Yes, and you should. Xima connects directly to your CRM to automatically pull up customer records and account history on your agent’s screen the moment a call or text comes in.
No, AI is not required to run your core phone lines or team chat, but Xima builds native AI tools directly into our platform for those who want them. With Xima, you can use built-in features like AI Messaging Bots, Auto QA, and real-time speech analytics.
Yes, because using different vendors usually means paying two bills, dealing with messy software integrations, and getting caught in the middle when support teams blame each other. Bundling gives you one reliable point of contact and a platform where everything works together natively.
Any company where front-line agents need quick support from back-office staff, like billing, shipping, or technical departments, to solve a customer’s problem. Combining these tools lets your agents see who is free in the back office and transfer the customer with one click.
Try Xima yourself. Schedule a demo today.
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