Call Center Solutions for the Financial Sector
Financial Services Call Center Software Built for Compliance
Secure, customer-focused tools that meet regulatory requirements.
In today’s financial landscape, data security and regulatory compliance are foundational. With Xima, financial services companies can deliver fast, personalized, and compliant experiences that build customer trust and protect their institutions.
Trusted by CX Leaders: Companies That Choose Xima
Key Benefits of Xima's Call Center Software for the Financial Industry
Compliance Without Compromise
Financial institutions face strict regulatory requirements: PCI DSS, GDPR, CCPA, and more. Xima’s platform is built with the security controls, audit tools, and access management you need to stay compliant at every interaction.
Customer Retention
Retain existing customers, attract new ones, and build long-term trust by prioritizing secure, personalized service. Customers who know their financial data is protected are more likely to stay loyal to your institution.
Maximize Productivity
Feedback is crucial for improving performance and efficiency. By monitoring agents’ calls, chat sessions, and other customer interactions, you can identify areas for improvement, coaching, and compliance enforcement.
AI-Powered Solutions for Financial Services CX
Empower your staff to focus on strategic initiatives with Xima’s fully automated, AI-powered financial service call center solutions. Our intelligent virtual assistants handle all member interactions, from answering routine inquiries to resolving complex issues, 24/7.
Speech analytics and AI-driven oversight help flag compliance risks in real time – so supervisors can act before a breach becomes a liability.
Advanced Call Center Features for the Financial Industry
We offer our advanced features at a fraction of competitors’ costs. With fully customizable solutions, you can help your financial service agents stay focused on assisting customers while meeting regulatory requirements. Never compromise compliance for cost when you integrate Xima’s call center software.
Skills-based Routing
Help your financial service professionals focus on helping customers with needs that fit their specific skills and expertise – reducing the risk of sensitive data being handled by the wrong agent.
Speech Analytics
Understand customer insights, identify trends in behavior, and proactively flag potential compliance risks – including deviations from required disclosures or sensitive data handling scripts.
Queue Callback
Reduce hold times and disconnects during high call times without overwhelming your financial services professionals – and without pushing customers toward unsecured communication channels.
Other Financial Services Call Center Features
Want to see how you can round out your call center software with Xima? See what other features we have available to help reduce wait times, protect customer data, and improve the efficiency of your financial services call center.
- Call Queuing
Give your customers the option to wait on a call or receive a callback when an agent is available. Keeps customers away from unsecured channels while they wait.
- Live Agent Call Recording
Live agent call recording provides real-time insights into your agent interactions. Recording can be paused to protect sensitive financial information and ensure PCI DSS compliance and other industry standards.
- Interactive Voice Response
Help your financial service professionals focus on helping customers with needs that fit their specific skills and expertise, while IVR handles routine self-service inquiries securely.
- Cradle-to-Grave Reporting
Open one single window to see every interaction at your contact center. Audit-ready reporting gives agents, supervisors, and compliance teams immediate access to the insights they need.
- Real-time Wallboards
Real-time visibility and analysis increase team alignment with customizable displays and alerts. Catch compliance issues as they happen, not after the fact.
- Single Sign-On (SSO)
Increase security by adding single sign-on capabilities to your call center. Reducing credential vulnerability ensures your customers’ financial information is secure without compromising administrative convenience.
Transform Calls into Revenue - Without Compromising Compliance
Turn financial service call center interactions into revenue-generating opportunities by deeply understanding your customer needs. Leverage features like flexible call routing to quickly identify a customer’s unique financial history and make personalized recommendations – all within a secure, compliant framework.
With Xima’s role-based access controls and PCI DSS-ready call recording, your agents can focus on the conversation while the platform handles compliance in the background.
Provide Compliant Multi-Channel Financial Customer Service
Clients have a preferred method of communication – and each channel carries its own compliance obligations. With Xima, you offer voice, email, chat, and SMS solutions with consistent security controls across all of them.
Voice
Voice is a personal point of contact. Xima ensures it’s the right connection the first time – with call recording that can be paused to protect sensitive financial data.
Advanced email features and personalization improve the customer experience. Secure message handling and logging ensure email meets the same compliance standards as voice.
55%
of customer interactions for financial service firms are done via email, SMS, or social media. Thinktiv Research Study 2022
Web Chat
Encrypted, auditable chat sessions let you promote new products and services and answer questions without creating a compliance blind spot.
SMS
Leverage text messages for your customers – all in one compliant platform. Centralized SMS management keeps communication out of personal devices and unmonitored channels.
Build Trust
Integrated Communication for Financial Services - Compliant by Design
Your customers expect to have the information they need at their fingertips on any device and at any time – and they expect you to protect it.
Xima holds SOC 2 certification and is built to support PCI DSS, GDPR, and CCPA compliance. Unifying your platforms offers a streamlined, efficient, and secure communication experience that builds customer trust at every touchpoint.
Proven Results in the Financial Sector
How can a cloud contact center strengthen member relationships, streamline operations, and improve agent productivity across your entire financial institution? You can see the impact by looking at real results from organizations in the financial sector.
Our cloud solutions have helped financial institutions improve service quality, reduce operational inefficiencies, and deliver faster and more reliable support – all within a fully compliant framework.
Hatco Replaces NICE with Xima CCaaS – Zero Call Quality Issues See how Hatco Corporation replaced NICE with Xima CCaaS and RingCentral – eliminating call quality issues, cutting support wait times, and handling 22,000+ calls in 90 days.
A Large Pest Control Company Unifies Voice, Email & Chat with Xima + Voice for Pest
See how one of the West Coast’s largest pest control companies handled 72,000+ calls, 3,100+ callbacks, and 1,800+ chats in 90 days with Xima and Voice for Pest.
- Service level improved from 50–70% before Xima to 90% after Xima.
- Call handle time decreased.
- Wait time decreased.
- Call abandonment rate decreased.
Customer Success
Is Our Focus
How will using a cloud contact center improve customer engagement and agent productivity on a company-wide level? You can see for yourself by checking out a few of our biggest success stories.
Our cloud solutions have helped people around the globe improve their businesses. We can help yours, too, with the power of cloud contact center software.
A Large Pest Control Company Unifies Voice, Email & Chat with Xima + Voice for Pest
See how one of the West Coast’s largest pest control companies handled 72,000+ calls, 3,100+ callbacks, and 1,800+ chats in 90 days with Xima and Voice for Pest.
Hatco Replaces NICE with Xima CCaaS — Zero Call Quality Issues
See how Hatco Corporation replaced NICE with Xima CCaaS and RingCentral — eliminating call quality issues, cutting support wait times, and handling 22,000+ calls in 90 days.
Enterprise Customer Cuts Reporting Costs with Xima CCaaS
See how a nationwide auto glass company replaced legacy Avaya with Xima CCaaS — delivering enterprise-grade reporting to middle-tier teams at a fraction of the cost.
Customer Testimonials
Read more Xima reviews from real customers.
Financial Service Call Center Software FAQs
Have questions? Xima has answers. Check out the FAQs below.
What is call center software?
Call center software is a technology platform that manages inbound and outbound customer communications across voice, chat, email, and SMS. For financial institutions, it goes beyond basic call handling – providing the security controls, audit trails, compliance tools, and reporting capabilities needed to meet regulatory requirements while delivering a seamless customer experience.
What are the best features of call center software?
Some of the must-have features of call center software include:
- Voice
- Web Chat
- SMS
- Social Media
- Call Queuing
- Queue Callback
- Skills-Based Routing
- Live Agent Call Recording
- Interactive Voice Response (IVR)
- Speech Analytics
- Comprehensive Reporting and Analytics
- Call Scripting
- Automation
How much does a call center system cost?
Xima offers multiple package options as well as à la carte features that can be added to any plan. You can also mix and match packages. Contact Xima today to determine which package best suits your needs.
How does call center software benefit the financial industry?
Xima helps financial institutions reduce wait times, improve first-call resolution, and deliver personalized service at scale – while maintaining the compliance posture required by regulators. Speech analytics and real-time wallboards give supervisors the visibility to catch issues before they become liabilities, and skills-based routing ensures customers are connected to the right agent the first time.
What types of financial institutions should use call center software?
Xima is suited for a wide range of financial institutions – including banks, credit unions, insurance providers, wealth management firms, and loan servicers – that need to manage high volumes of customer interactions while meeting strict regulatory requirements. Whether you’re a regional institution or a national operation, Xima scales to fit your needs.
How do I integrate call center software for my business?
Xima’s software provides instructions for setting up your software after it’s installed. Drag-and-drop options allow you to choose what solutions you want to integrate, and you can customize certain solutions.
What phone systems does Xima work with?
Xima’s IVR software solutions are compatible with Avaya Cloud Office (ACO), RingCentral Office (RCO), 3CX, NetSapiens, and Metaswitch. For a comprehensive list, get in touch with us today.
What kind of training will agents need to use call center software?
Thanks to an intuitive interface, agents may not need extensive training to implement Xima solutions. Typically, agents need to be comfortable executing the following tasks:
- Answering the phone
- Transferring incoming calls
- Muting and unmuting
- Adding another agent or a supervisor to a call
- Typing
Are Xima’s services cloud-based or on-site?
Xima offers both cloud-based CCaaS and on-premise contact center solutions, giving financial institutions the flexibility to choose the deployment model that best fits their infrastructure, security requirements, and regulatory obligations. Contact our team to discuss which option is right for your organization.
How do on-site and cloud-based Xima solutions compare?
Cloud-based and on-site software offers many of the same features for specific call center solutions. Cloud-based solutions work well for companies that have their employees working remotely, while on-site solutions are primed for physical call centers. Both are stable and have plenty of storage available, making them primed for any of your needs.
If you’re not sure which is right for you when it comes to implementing call center software, get in touch and we’ll walk you through the options, and how they can best serve your business.
What software do financial institutions use?
Financial institutions use a wide range of software, including core banking systems, CRM platforms, and specialized solutions such as call center software, which helps manage customer interactions, improve service, and drive revenue. These tools are essential for everything from daily transactions to customer relationship management.
What is financial services software?
Is the Xima call center platform compliant with financial regulations?
Yes. Xima’s platform is built to support compliance with key financial industry regulations, including PCI DSS, GDPR, and CCPA. Xima is also SOC 2 certified, demonstrating our commitment to the security, availability, and confidentiality standards your compliance team requires from a technology vendor.
Can Xima software securely handle customers' sensitive financial data?
Yes. Xima provides role-based access controls that ensure agents only access the customer information relevant to their role, single sign-on to reduce credential vulnerability, and call recording that can be paused at any point to prevent sensitive financial data from being captured. Every interaction is logged, auditable, and accessible through a single secure interface.
Does Xima call center software integrate with core banking systems?
Yes. Xima integrates with leading CRM and core banking-adjacent platforms to give agents immediate, relevant customer context at the start of every interaction – without creating unsecured data pipelines between systems. Contact our team to discuss your specific integration requirements.
How can financial institutions reduce operational costs?
Xima’s platform reduces costs by automating routine interactions through IVR self-service, cutting hold times and agent handle time through skills-based routing and queue callback, and surfacing performance insights through real-time wallboards and cradle-to-grave reporting. We offer our advanced features at a fraction of competitors’ costs – without compromising on compliance or quality.
How does the software increase revenue and customer retention?
By ensuring every customer interaction is fast, personalized, and handled by the right agent, Xima helps financial institutions build the trust that keeps customers coming back. Features like flexible call routing help agents quickly identify a customer’s unique financial history and make relevant recommendations, turning service calls into revenue opportunities while staying within compliance boundaries.
Is Xima PCI DSS compliant?
Xima’s platform includes the technical safeguards required to support PCI DSS compliance, including secure call recording with the ability to pause during sensitive card data entry, role-based access controls, encrypted data transmission, and audit-ready cradle-to-grave reporting. We recommend working with your compliance team during implementation to ensure your specific configuration meets all applicable PCI DSS requirements.
Don’t see your question here?
Contact Xima’s team for anything else you need.
Try Xima yourself. Schedule a demo today.
Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.
Fill out the form below, and a team member will reach out to walk you through it!
Try Xima yourself. Schedule a demo today.
Whether you’re a reseller, end user, or just a little curious, the Xima Suite has something to fulfill your business needs.
Fill out the form below and a team member will reach out to walk you through it!
