On-Premise Contact Center Solutions
A Tried, True, and Trusted Solution
For some businesses, a Cloud-based Contact Center isn’t the best option to match their infrastructure needs.
That’s why Xima offers on-premise call center solutions in addition to our cloud-based call centers. Whether you’re in a physical or remote setting, we’re dedicated to helping businesses build better customer relationships and improve agent workflows to result in high customer satisfaction.
On-Premise Solution for
Those Who Need It
We take customer communication seriously. For more than 15 years, Xima’s on-premise contact center solutions have provided a customizable environment for businesses to meet industry standards while providing excellent customer service and preserving business continuity.
Have everything you need for your call center right at your fingertips, to ensure your customers and agents can have an easy, seamless experience not bogged down by wait times
Features For On-Premise Contact Centers
Xima’s customer communication solutions will empower your agents to provide delightful customer experiences. Both our on-premise and cloud contact center solutions come with a robust set of features, including:
- Skills-Based Routing: Improve first call resolution by routing each customer to the most qualified agent with this intelligent feature.
- Standard and Custom Reports: Gain valuable insights into your call center’s performance with customizable reports that track key metrics.
- Active State Control: Maintain optimal staffing levels with real-time visibility and control over agent states in your contact center.
- Queue Callback: Reduce call abandonment rates and enhance customer satisfaction by offering customers the option to receive a callback.
- Web Chat: Expand your communication channels and provide omnichannel customer service with web chat integrated into your on-premise solution.
And more!
On-Premise and Online Tools to Enhance Your Contact Center
There’s more to a call center than just managing inbound and outbound calls. With Xima, you’ll be able to use our software and hardware to collect customer data while managing customer communications, ensuring they have the best customer experience possible.
Custom Reports
If the standard reporting suite doesn't quite give you the data you need, you can create custom reports leveraging hundreds of different metrics. Custom Reports >
Call Recording Software
Have your recorded calls automatically cataloged with pristine call quality, with the option to generate external listen links, add and view notes, and create recording snippets. Recording Library >
Realtime Wallboards
Create a visual display with your desired statistics. You can customize the board to show agent and group stats, abandoned calls, queued calls, and much more. Wallboards >
Call Detail Reporting with Cradle-to-Grave Functionality
Cradle to Grave provides an intuitive system that allows you to view the information gathered during a call. This module stores and displays every event that takes place during a phone call, which means you can select any call and view ringing, talking, queue, hold, and transfer events that may have taken place during the call.
You can also see any agents, hunt groups, and external parties that may have been involved in the call. In short, Cradle to Grave allows contact centers to view every detail and event of a call from beginning to end of the call’s life.
Cradle to Grave also provides a layout that can be customized to fit your company’s needs. You can filter your data to only show the specific calls you are looking for. You can also sort, search, and rearrange your tabular data to further fit your desired layout.
Choosing the Right On-Premise Contact Center Solution
Investing in a new contact center solution is a big decision. You need a system that not only meets your current needs but also adapts to future growth and challenges. Here are some key factors to consider when selecting an on-premise contact center solution:
- Reliability and Uptime: Look for a contact center solution with proven reliability and high uptime to ensure uninterrupted service and minimize downtime risks.
- Scalability: Choose a system that can scale with your business. Consider factors like the number of agents, call volume, and future expansion plans.
- Security: Protecting sensitive customer data is paramount. Prioritize solutions with robust security features, including encryption, access controls, and compliance certifications.
- Integration: Seamless integration with your existing business systems (CRM, ERP, etc.) is crucial for efficient workflows and data sharing.
- Customization: Every business is unique. Ensure the solution can be tailored to your specific needs, including call routing, IVR menus, and agent workflows.
- Reporting and Analytics: Comprehensive reporting and analytics provide valuable insights into contact center performance, agent productivity, and customer satisfaction.
- Cost-Effectiveness: Evaluate the total cost of ownership, including hardware, software, maintenance, and support.
Maintaining Control and Compliance with On-Premise Solutions
Keep your sensitive data under your complete control with an on-premise solution. Xima’s contact center solutions are built to meet stringent legal and regulatory requirements, ensuring data security and adherence to industry standards such as HIPAA, SOC 2, GDPR, ISO 27001, and PCI DSS.
HIPAA
SOC 2
GDPR
ISO 27001
PCI DSS
Why Use An On-Premise Call Center
An on-premise call center is what most people typically think of when they think of a call center. In an age of cloud-based contact, it can seem “old-fashioned,” but there’s still a number of good reasons why Xima’s on-premise solutions are a fit for many businesses.
Between physical security with physical servers you can manage and reliability from on-location hardware, an on-premise call center is a great option for many businesses. And, with Xima’s online access included, it still is modern enough for any situation.
What People Have To Say
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.
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