This customer operates a complex, healthcare-focused contact center supporting high-volume, highly regulated patient and member interactions. The environment requires exceptional platform stability, real-time operational visibility, and strict safeguards to ensure compliance and patient safety.
The contact center team partners closely with Xima to ensure their contact center platform supports both daily execution and long-term transformation.
The customer selected Xima’s unified UCaaS and CCaaS platform to address three critical priorities: gaining deeper visibility into speech analytics, call trends, and compliance risk; optimizing staffing efficiency through forecasting and workforce insights; and building a scalable contact center strategy with a clear path toward AI adoption. These decision drivers reflected the need for a partner that could support both day-to-day operations and long-term transformation in a highly regulated healthcare environment.
Xima deployed a unified platform supporting the customer’s agents, supervisors, and operational leaders across all communication channels. The solution delivers highly stable infrastructure that has significantly reduced outages compared to previous providers, robust reporting and analytics that leadership relies on for daily decision-making, and cradle-to-grave speech analytics powered by AI-driven transcription and sentiment analysis.
“The fact that I’m renewing the contract tells you everything you need to know. This is one of the best systems we’ve worked with—even compared to more expensive platforms.”
— VP of Health Plan Operations
Since deploying Xima, this healthcare organization has achieved exceptional platform stability — a defining success metric that directly influenced the decision to renew. The platform supports sustained, high call volumes across all channels with heavy day-to-day adoption, including frequent supervisor monitoring, regular use of reports and dashboards, and cradle-to-grave analytics that provide complete interaction visibility.
Xima’s reporting capabilities have become central to how leadership detects issues and guides operational decisions. The team relies on real-time wallboards for adherence and service level monitoring, daily and weekly performance reports, and call arrival pattern analysis to ensure calls are answered within 30 seconds. Rather than relying on static reporting, this customer actively uses data to identify anomalies, investigate root causes, and adjust staffing and processes in real time.
Xima and this healthcare customer are building the future of their partnership around responsible, healthcare-ready AI. The customer is actively engaged in Xima’s AI roadmap, working closely with the team to share real-world use cases and operational needs that will shape future AI capabilities designed to improve their contact center.
These tools reduce manual QA effort while preserving the consistency, transparency, and auditability required in regulated healthcare environments.
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