Cloud-Based Contact Center Software
The AI-powered CCaaS platform for customer loyalty and agent efficiency.
Xima’s cloud-based contact center software helps manage customer calls, chats, emails, and SMS from one platform. The software provides real-time supervisor wallboards, intelligent call routing, and built-in AI analytics to keep your contact center running efficiently.
Proven Impact of Cloud Contact Centers
Increase Customer Engagement with Key Features
A cloud contact center is an internet-based facility that handles all inbound and outbound customer communications for a company. It’s a software solution that offers a comprehensive suite of tools and applications which allow you to deliver outstanding levels of customer service across multiple channels, including voice, SMS, email, and social media.
The cloud allows for better application reliability, speed, and affordability. With Xima’s feature set, your agents will have everything they need to create positive customer experiences.
Xima works with multiples phone systems such as Avaya Cloud Office (ACO), RingCentral Office (RCO), 3CX, NetSapiens, Metaswitch, and others
What is a Cloud Contact Center?
Cloud-based contact center software, also known as CCaaS (Contact Center as a Service), runs over the internet to connect your phone system, CRM, and digital messaging channels without physical hardware on site. Instead of maintaining servers in an office closet, your team accesses agent consoles, supervisor dashboards, and call queues directly through a web browser. The system updates software automatically, scales up agent seats during peak volume, and connects remote teams to the same live queue data.
Key Features of Xima Cloud Contact Center Software
Provide fast support across phone, web chat, email, and text. Our cloud contact center software tracks every step of every call so supervisors can balance workloads and reduce handle times.
With comprehensive data insights, businesses make informed decisions to optimize service delivery, improving performance and client satisfaction.
Skills-based Routing
Ensure your calls are routed to the best available agent using different skills-based routing algorithms including Intelligent, Highest Skill First, Linear, Circular, or Most Idle fashion. Skills-Based Routing >
Queue Callback (Callback Assist)
Instead of waiting in queue or having your customer abandoned due to long wait times, customers may choose to have the system hold their place in line and call them back when it’s their turn. Queue Callback >
Interactive Voice Response
Save time with an Interactive Voice Response (IVR) system that can answer and
redirect your customers to the appropriate area for help. Our IVR program uses
natural language processing to understand customers’ voice commands.
Interactive Voice Response >
Supervisor Control for Workforce Optimization
Remotely manage employees by controlling agents and calls based on skill groups. Place employees on busy, log them out, force calls to them, and more.
Supervisor Tools >
Cradle-to-Grave Call Analytics
Standard call reports show basic averages, but they miss where interactions break down. Xima tracks every event of a call on a single timeline, from the initial queue entry to the final hang-up.
- Complete Event Timestamps: See exact times for rings, holds, IVR choices, queue waits, and agent transfers on one screen.
- Instant AI Transcripts: Click any point on the call timeline to review AI-generated summaries and segment transcripts.
- Keyword & Sentiment Search: Filter call records by spoken words, product names, or tone flags to identify coaching needs and compliance risks quickly.
Why Teams Choose Xima Over Generic CCaaS Platforms
| Capability | Generic CCaaS Platforms | Xima Cloud Contact Center |
|---|---|---|
| Call Reporting Depth | Summary totals and basic interval logs | Full Cradle-to-Grave timeline for every call |
| Setup & Onboarding | Multi-month technical deployments | Fast deployment with pre-built PBX and CRM connectors |
| Real-time Data | Delayed metrics and cached wallboards | Instant call queue updates with live wallboard displays |
| AI Integration | Expensive third-party add-ons | Native AI summaries and sentiment scoring built-in |
Secure Contact Center Software Built for Compliance
Xima protects customer data across voice channels and digital storage with bank-grade encryption and strict compliance certifications.
- HIPAA Compliance: Secure patient health information across phone recordings, voicemails, and digital transcripts with encrypted storage and access logs.
- PCI DSS Compliance: Pause call recording automatically when agents process credit card numbers to keep payment data out of audio files.
- SOC 2 Type II Certification: Audited operational security policies ensure data privacy, system availability, and infrastructure protection.
- GDPR Adherence: Maintain data sovereignty, honor deletion requests, and encrypt customer communication data end-to-end.
Omnichannel Cloud Contact Center Solutions
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Web Chat
Connect with customers instantly through our web chat feature. Enhance communication on your website, enabling agents to provide prompt and efficient assistance.
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Email
Effortlessly handle customer inquiries, support requests, and issue resolution while benefiting from industry-leading reporting features that surpass the average standards.
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SMS
SMS communication management enables your team to deliver impactful customer experiences that drive loyalty and pave the way to success.
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Social Media
Efficiently track and manage direct messages across popular social media platforms with ease. Gain valuable insights into customer sentiment, identify emerging trends, and provide personalized support that enhances customer satisfaction.
Cloud Contact Center Solutions for Your Industry
Healthcare
Secure patient phone interactions with encrypted call recordings, automated identity verification, and protected voicemail routing that meets strict HIPAA standards.
Financial Services & Banking
Pause call recordings automatically during payment collection, route high-priority accounts to dedicated advisors, and maintain complete compliance audit logs for every call.
Technology & Software
Connect distributed support teams, manage technical escalations, and unify voice, chat, and email queues into a single agent desktop with real-time performance tracking.
Our customers say it best.
5.0 out of 5
“I can see what is going on with my team in real time whether they are working in the office or working remotely. I can better analyze and report what kind of calls we are taking, how long our calls may last, etc.”
5.0 out of 5
“The hands-on service provided during the setup process was exceptional. My questions were promptly answered and thoroughly explained, ensuring I never felt lost. The extensive support made the transition seamless, as if someone was taking care of the tasks for me. The effort required on my part was minimal, and the system is functioning as expected. Special thanks to Haden for going above and beyond, staying late on meetings, and consistently communicating to ensure everything was on track.”
5.0 out of 5
“My company was looking for a cloud based contact center for our customer service department. The implementation of this product was efficient and productive. The software is easy to use, intuititive, and I appreciate the knowledge of the implementation and support department. The support department is responsive and helpful. The reports are user friendly.”
Enterprise Level Solution at a Fraction of the Cost
Your customers deserve the best, but providing a first class customer experience shouldn’t break the bank. Xima offers some of the best pricing in the industry–without sacrificing any of the features organizations need.
We believe in maximum efficiency, and that goes for our pricing as well. With Xima, you’ll only pay for what you use, since our pricing is based on the number of concurrent seats; only pay for what you use. And you won’t ever see any toll charges or additional fees
Learn more about our pricing.
What is a Cloud Contact Center?
A cloud-based contact center (formerly known as a call center, and sometimes also referred to as CCaaS, or “Contact Center as a Service”) is essentially a type of software that stores data in the cloud and allows for customer communications over the Internet rather than relying on-premises hardware. (Using cloud platforms comes with quite a few benefits—more on that later.)
Cloud-Based Contact Center FAQs
Have questions? Xima has answers. Check out the FAQs below.
Cloud contact centers use cloud technology to manage customer interactions across various channels, including phone, email, and chat. This eliminates the need for on-premises hardware and offers flexibility, scalability, and accessibility from anywhere.
A cloud contact center improves customer experience by providing fast, personalized support across multiple channels. Features like intelligent call routing, automated responses, and real-time analytics ensure that customers get the help they need quickly and efficiently.
Xima’s cloud contact center platform has advanced AI capabilities, seamless integrations, and robust security features. Designed for adaptability, it scales effortlessly with your business and enhances customer interactions at every touchpoint. With Xima, you gain a powerful, user-friendly solution that delivers exceptional results.
The cost of a cloud contact center varies depending on the size of your team, the features you need, and your usage volume. Xima offers flexible pricing tailored to your business, so you only pay for what you need.
Cloud contact center software handles high call volumes with intelligent routing, automated responses, and scalable infrastructure. Xima’s platform ensures no call goes unanswered by dynamically allocating resources and optimizing workflows in real-time. This reduces wait times and maintains a high standard of service, even during peak demand.
A cloud contact center platform improves contact center processes by automating repetitive tasks, centralizing communication, and providing actionable insights. With tools like real-time analytics and AI-driven decision-making, Xima helps your team focus on high-value interactions. The result is improved efficiency, better resource allocation, and enhanced customer satisfaction.
Try Xima yourself. Schedule a demo today.
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