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.
Robust & Customizable On-Premise Contact Center Software
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 of Our On-Premise Contact Center Solutions
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!
Advantages of an On-Premise Contact Center
1. Absolute Data Ownership
You gain full control over your system and its data. Xima’s Recording Library ensures all customer records and call recordings are secured on your company’s servers, ensuring complete data sovereignty.
2. Streamlined Regulatory Compliance
Easily satisfy strict legal mandates like HIPAA and PCI DSS. Your system is secured behind your firewalls, and features like Call Recording Software provide the auditable control over security you need.
3. Stable and Predictable Costs
You benefit from stable, long-term operational costs after the initial investment. This eliminates variable monthly fees and the risk of unexpected price hikes common with cloud models.
4. Superior Performance and Continuity
Core functions run locally, guaranteeing consistent call quality and faster response times. Active State Control gives supervisors real-time visibility to maintain staffing levels and secure business continuity.
5. Deep Integration with Core Systems
Achieve high productivity by connecting seamlessly to your CRM and back-office applications. Xima’s Cradle-to-Grave Functionality is designed to store and display every call event, facilitating the deep custom integration necessary for complex business workflows.
6. Seamless Omnichannel Service
Offer customers their preferred method of communication (voice, chat, email). A Mutli-channel communication feature ensures every interaction is tracked as a single, consistent customer journey.
Advanced Analytics for On-Premise Contact Centers
There’s more to an on-premise call center than just managing inbound and outbound calls. With Xima, you can leverage integrated tools for data collection and analytics to ensure 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 Dedicated On-Premise Solutions Remain Essential
With an industry dominated by the cloud, on-premise is still viable, and can be a strategic choice for contact centers.
Businesses choose to maintain their dedicated infrastructure primarily because it offers absolute defense of proprietary data, allowing them to keep sensitive information stored securely in their own data centers to meet rigorous legal mandates. Furthermore, staying On-Premise allows them to maximize past capital investment by integrating seamlessly with existing network hardware and complex legacy systems, ensuring the communications platform perfectly supports highly customized, stable internal workflows
What People Have To Say
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