Listening to Our Customers' Needs

Q1 Product Releases

Advanced Applications

Over the past quarter, we have made significant strides in transforming our contact center platform by integrating advanced applications, specifically workforce management (WFM), workforce optimization (WFO), and Speech Analytics.

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Central Repository

We are excited to unveil our Central Repository, a groundbreaking solution designed to empower multi-site companies. By offering a secure umbrella for data consolidation, this cutting-edge offering provides a centralized source of data, fostering efficiency and enhancing data integrity.

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UCaaS

In our ongoing commitment to simplify and streamline communication solutions for our customers, we are thrilled to announce the release of our Unified Communications as a Service (UCaaS) platform. 

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Live Listen, Whisper, Join

Our robust features, Live Listen, Whisper, and Join, offer supervisors flexible monitoring options to effectively supervise their employees.

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Advanced Applications

Xima, in partnership with DVSAnalytics, now can deliver a powerful combination to help you along your digital transformation journey. Combining Xima’s best-in-class analytics with workforce optimization, workforce management, and coaching is essential for any business looking to improve productivity, efficiency, and performance.

Workforce Management (WFM)

Enable your customer service professionals to prioritize client assistance by strategically assigning them to roles that align with their unique skills and expertise.

Workforce Optimization (WFO)

Optimize your contact center operations with advanced workforce management capabilities, streamlining staffing, scheduling, and performance monitoring to maximize productivity and enhance customer service. 

Speech Analytics

Gain a comprehensive understanding of customer insights, recognize patterns in behavior, and proactively tackle prevalent issues to enhance overall satisfaction.

Central Repository

Streamlined Data Consolidation:

  • The Central Repository revolutionizes how multi-site companies manage their data. Instead of dealing with fragmented information across various locations, our solution consolidates all data into a central hub. This eliminates silos, enhances data accuracy, and provides a comprehensive view of critical information, fostering seamless collaboration and informed decision-making.
  • Xima’s Central Repository is designed for businesses in industries like healthcare, manufacturing, financial services, or any company or franchise with multiple locations where effective communication is critical to delivering quality customer service experiences.

Unified Communications as a Service (UCaaS) Released

One of the key benefits of our new UCaaS platform is its tight integration with Xima’s Contact Center. This integration means that you’ll be able to offer your customers a seamless and fully connected solution that combines the best of both worlds. They’ll be able to enjoy all the benefits of the Xima CCaaS solution, such as skills-based routing, queue callback, and supervisor controls, alongside the advanced UCaaS features that our new platform provides.

Holistic Solution

With our UCaaS platform, customers now have access to a comprehensive communication solution that eliminates the complexities associated with integrating multiple technologies. By bringing together various communication channels, including voice, video, messaging, and conferencing, we provide a unified experience that simplifies workflows, enhances productivity, and improves overall efficiency.

With our UCaaS platform, customers now have access to a comprehensive communication solution that eliminates the complexities associated with integrating multiple technologies. By bringing together various communication channels, including voice, video, messaging, and conferencing, we provide a unified experience that simplifies workflows, enhances productivity, and improves overall efficiency.

Live Listen, Whisper, Join

Our powerful features, Live Listen, Whisper, and Join, provide supervisors with flexible monitoring options to effectively oversee their employees. These features give supervisors the power to monitor their employees in the way they choose, enabling personalized coaching and support. Let’s take a closer look at each feature:

Live Listen is perfect for performing quality assurance on new hires or veteran agents. During a Live Listen session, the supervisor can discreetly hear both the agent and the external party. Importantly, neither the agent nor the calling party can hear the supervisor. The agent remains unaware that the supervisor has started a Listen session. This state of monitoring remains active until disabled or closed, allowing supervisors to seamlessly hear each new call while hearing nothing in between calls.

Whisper, on the other hand, is specifically designed for coaching new hires. With Whisper, the supervisor can listen to both the agent and the external party. In this mode, the agent can hear the supervisor’s guidance, but the calling party remains unaware of the supervisor’s presence. Agents are appropriately notified when a Whisper session starts. After the call ends, the Whisper state automatically reverts to a Listen state, ready for the next call and maintaining a smooth coaching process.

For situations where direct assistance is required, the Join Call feature proves invaluable. With Join Call, the supervisor can actively listen to both the agent and the external party, and importantly, the agent and the calling party can also hear the supervisor. When a Join Call session is initiated, agents are promptly notified. Once the call concludes, the Join Call state transitions back to a Standby state, requiring the supervisor to re-enable Listen if they wish to monitor the subsequent call.

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More To Explore

SMS Porting to Xima’s Contact Center

Keep your phone number(s) with your existing provider and seamlessly port over only the SMS/texting portion of that number to Xima’s Contact Center.
This new feature allows you to keep your phone calls the way they are, uninterrupted, and add in the additional function of SMS capabilities in your contact center.

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