Hatco Corporation is a multi-entity organization managing six companies on its own ERP system. When persistent dead air, unresponsive vendor support, and platform inflexibility made their NICE contact center deployment untenable, Hatco migrated to Xima CCaaS integrated with RingCentral. The results were immediate: zero call quality complaints since go-live, same-day support response times, and full self-service control over IVR, wallboards, and routing. Within 90 days, Hatco handled over 22,000 calls, opened 462 reports, and created 76 scheduled reports — while onboarding new sites and launching web chat with minimal disruption.
Hatco’s previous NICE contact center deployment had three compounding issues that undermined operations across the organization.
First, call quality was unreliable. Agents and customers regularly experienced dead air and audio disruptions that eroded confidence in the platform and impacted service quality. Second, vendor support was unresponsive — when problems arose, Hatco’s team struggled to get timely help, leaving issues unresolved for extended periods. Third, the platform itself was inflexible. Carissa Sawyer, Hatco’s Unified Communication Leader, was unable to make even simple configuration changes without vendor involvement and long wait times. Training and self-service tools were inadequate.
For a multi-entity organization with high call volumes and customer service teams spread across multiple locations, these limitations weren’t inconveniences — they were operational risks. Hatco needed a contact center platform that was reliable, manageable, and backed by responsive support.
“It’s been a good move for us. Overall, I hear no complaints from our customer service team. Everything is going extremely well.”
– Ted Macksam
CIO, Hatco Corporation
Hatco selected Xima CCaaS paired with RingCentral to replace their NICE environment. The migration delivered immediate improvements in three critical areas: platform reliability, team self-sufficiency, and support responsiveness.
Xima’s intuitive interface empowered Hatco’s team to take full ownership of their contact center configuration. IVR design, wallboard customization, and routing changes are now managed independently — without waiting on vendor assistance. As Sawyer noted, the platform was easy to learn, and anything she didn’t figure out on her own was resolved quickly with Xima’s support team.
Support response times improved dramatically. Tickets are answered within the same business day, and the Xima team proactively collaborates on complex issues, including scheduling live calls to work through VDI-specific environment challenges.
Since going live, Hatco has expanded its use of Xima by onboarding additional company sites, launching web chat for one of its entities, and using scheduled reporting to keep supervisors informed automatically. The phased expansion demonstrates the platform’s flexibility for multi-entity organizations managing diverse communication needs across locations.
“Call quality has been great. And the platform is very easy to use — what I didn’t figure out, they helped me with.”
– Carissa Sawyer
Unified Communication Leader, Hatco Corporation
Within the first 90 days on Xima CCaaS, Hatco saw measurable improvements across every area that had been problematic under NICE:
CIO Ted Macksam summarized the impact: the customer service team has had zero complaints, and the overall transition has gone extremely well.
Hatco is actively exploring Xima’s expanding AI capabilities to further improve agent performance and customer self-service. The team has expressed strong interest in AI-powered agent assist features, including real-time scripting checklists and a knowledge base co-pilot to help agents deliver more consistent and efficient service.
Hatco is also evaluating API integration between Xima’s messaging bot and its internal ERP system. This would enable customers to self-serve on common inquiries — like order status — without requiring agent involvement, reducing call volume and improving customer experience simultaneously.
With Xima’s upcoming Insights platform offering AI-driven trend detection, automated daily summaries, and a conversational analytics interface, Hatco’s leadership expects to gain even deeper visibility into contact center performance and emerging patterns.
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