Provider Feature Matrix
RingCentral / ACO
Reporting |
Xima's WebRTC |
Max UC or Hard Phone |
Xima UC |
|---|---|---|---|
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Track call details for Inbound Contact Center calls |
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Track call details for Inbound UC (back office) calls |
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Track call details for Outbound calls launched from Xima Client |
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Track call details for Outbound calls launched from UC phone |
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Track call details for Internal UC (back office) calls |
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Historical Metrics for Contact Center calls |
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Historical Metrics for UC (back office) calls |
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Realtime Metrics for Contact Center agents |
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Realtime Metrics UC (back office) users |
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Contact Center agents see UC (back office) users Presence |
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UC (back office) users see Contact Center agents Presence |
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Schedule Reports |
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Custom Report Wizard |
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Realtime Wallboards & Supervisor View |
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Reporting User Access Control |
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Historical and Realtime APIs |
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Recording |
Xima's WebRTC |
Max UC or Hard Phone |
Xima UC |
|---|---|---|---|
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Record Xima Contact Center calls |
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Record UC (back office) calls |
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Recording Rules managed by Xima |
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Encrypts Recordings Pulled into Xima Storage |
N/A |
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Retention Policies |
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Download, Email, Share Recordings |
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Manual Pause |
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Recording User Access Control |
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Voice |
Xima's WebRTC |
Max UC or Hard Phone |
Xima UC |
|---|---|---|---|
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Skills based routing |
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Queue Callback |
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Customizable Queue Experience |
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Basic IVR |
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Supervisor control of agent's Contact Center state |
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Supervisor control of agent's phone state |
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Live Listen |
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Agent Experience |
Xima's WebRTC |
Max UC or Hard Phone |
Xima UC |
|---|---|---|---|
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Audio through the browser |
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Single step outbound dialing through Xima Client |
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Two step outbound dialing through Xima Client |
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Inbound caller name and number shown in Xima Client |
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Inbound caller name and number shown on UC phone |
N/A |
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Back office users see Agent name and extension on internal calls |
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Agent requires Xima Agent seat license and account |
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Agent requires UC seat license and account |
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Agent can be reached by UC extension |
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Agent can be reached by DID/DDI |
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Assisted & Blind Transfer through Xima Client |
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Call Recording control (start, stop, pause) through Xima Client |
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Park |
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Initiate a Conference |
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