Release Highlights Quarter 1, 2024
We released a much requested CRM Integration in Quarter 4 of 2023.
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.
Read MoreWe 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.
Read MoreOur robust features, Live Listen, Whisper, and Join, offer supervisors flexible monitoring options to effectively supervise their employees.
Read MoreXima, 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.
Enable your customer service professionals to prioritize client assistance by strategically assigning them to roles that align with their unique skills and expertise.
Optimize your contact center operations with advanced workforce management capabilities, streamlining staffing, scheduling, and performance monitoring to maximize productivity and enhance customer service.
Gain a comprehensive understanding of customer insights, recognize patterns in behavior, and proactively tackle prevalent issues to enhance overall satisfaction.
Streamlined Data Consolidation:
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.
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.
We released a much requested CRM Integration in Quarter 4 of 2023.
With Xima, you can have access to an entire range of call center solutions to help make your job easier and your customer service even better. Improve efficiency and productivity with our unified platform system, make customer service the star with our CRM systems, and keep agents and customers happy with call automation that takes the strain off even during the most high-volume call times.
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