On-Premise Contact Center Solutions
A dedicated on-premise contact center keeps your customer interactions secure, your local operations reliable, and your data entirely under your own control. Maintain full ownership of your communications with the right in-house software.
Benefits of an On-Premise Contact Center
Local Security & Compliance
Meet strict standards like HIPAA and PCI DSS by keeping sensitive call recordings and customer data secured behind your company's physical firewall.
Full Data Ownership
Store call logs, recordings, and customer history directly on your local servers so your business maintains complete control without third-party cloud risks.
Local Network Reliability
Process calls directly over your local network to maintain high audio quality and uninterrupted service, even if external internet connections drop.
Predictable Upfront Costs
Eliminate variable per-user monthly charges and surprise cloud fees by choosing standard software licenses and predictable maintenance schedules.
Features of Our On-Premise Contact Center Solutions
Our software includes essential tools to keep call lines moving and cut down on customer wait times:Â
- 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.
- Call Recording: Keep every recording on-premise within your own network, under your control.
- 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!
Advanced Analytics for On-Premise Contact Centers
There’s more to an on-premise contact 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
With an on-premise solution, all of this detailed call data is saved directly to your local servers. You can search, sort, and filter call logs to build custom layouts and track performance without sending your data off-site.
Xima’s on-premise contact center solution logs and displays every event during a phone call from start to finish. You can select any call to see exact ringing, talking, queue, hold, and transfer times, along with every agent or team involved.
Choosing the Right On-Premise Contact Center Solution
Choosing the right on-premise contact center solution comes down to how well it works with your existing setup and how easily it scales as your team grows. Here are the main factors to look for:
- 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 Businesses Choose On-Premise Contact Centers
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
FAQs About On-Premise Contact Centers
An on-premise contact center is software installed directly on your company’s physical servers rather than hosted in the cloud. This keeps all call routing, voice recordings, and customer data safely inside your local network.
Choose an on-premise system if you need strict data ownership for legal compliance and prefer paying upfront licenses over monthly fees. Choose a cloud system if you rely on remote teams and prefer a subscription model managed over the internet.
Yes, Xima allows you to connect on-premise server reporting with cloud features or remote agents without replacing your core hardware. This gives your business the flexibility to expand or move to the cloud on your own timeline.
What People Have To Say
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