Xima Software

The right call center solution can leave a lasting impact on your business and internal productivity. For clients with traditional on-premise phone systems such as Avaya or Cisco, Xima can be easily integrated to provide real-time and historical call center statistics for your call center or contact center.

With preset and customizable options, Xima's software solutions provide businesses with the tools they need to generate call reports most pertinent to their organization.

Xima offers solutions that provide the ability to record and review calls with ease - ensuring optimal productivity and customer experience.

Xima call-center reporting solutions make it easy to schedule automatically generated reports and are customizable to fit your business needs.

Real-time and Historical Call Reporting

• 1) Xima's Chronicall Standard Reports app allows users to build and utilize over 40 different reports so that business owners and employees can have a full understanding of what is happening in their phone systems. Xima offers a variety of report filters to ensure that you pull the data that you want:
  • Agent/Extension Reports
  • Group Reports
  • External Number / Caller ID Reports
  • Call Direction
  • Call Costing
  • Time Interval
  • Trunk

• 1) Chronicall's built-in custom report creator makes it easy to generate custom reports for your business. Xima currently allows the following types of customizable reports:
  • a. Agent
  • b. Account Code
  • c. Call Direction
  • d. Call Detailed Report
  • e. Caller ID / External Number
  • f. Event Type
  • g. Feature Type
  • h. Group
  • i. Local Number / DDI
  • j. System Report
  • k. Time Interval
  • l. Trunk

• 1) Xima Agent Dashboards is an application that pulls in real-time data, offering users a more efficient data management experience while also improving customer experience and user performance.
  • Core Features:
    • Agent Dashboard Display
    • Pop Screen w/ Web-based CRM API
    • Agent DND/Aux/Release Codes
    • Job Code/Disposition Code Assistance

• 1) Recording libraries give managers and supervisors the ability to record and monitor phone calls and improve employee performance without changing established business practices or processes. Converged Communication Systems and the Converged Global Services Team can provide knowledgeable advice on several options that are offered by Xima for storing and archiving calls:
  • a. Extension
  • b. Group
  • c. Incoming Phone Number
  • d. External Numbers
  • e. Manual Recording
  • f. Percentages

• Call queue
  • Call center queues temporarily hold calls in the cloud when there are no agents available to answer. Call queues provide automated answers, customizable greetings and hold music while the caller waits to speak to an assigned agent.
• ACD (Automatic Call Distributor)
  • An ACD is a system that distributes incoming calls to contact center agents or employees that handle specific types of requests. These systems are often found and utilized in offices that handle large volumes of inbound calls, such as sales teams and customer service.
  • Types of Queue/ACD that Xima Software Supports
    • Skills Based Routing
      • Call centers assign incoming calls to certain agents based on his/her specific skill set.
    • Circular Queuing
      • Calls are delivered to each agent on a circular rotation.
    • Most Idle
      • Calls are delivered to the agent who has been idle the longest.
    • Round Robin
      • Calls are cycled through agents sequentially to ensure that calls are evenly distributed amongst agents.

An overwhelming number of businesses utilizing Salesforce CRM for their CRM solution of choice. Xima Software has provided easy to use APIs to allow connections to Salesforce and allow your end users and agents to centralize call detail through Salesforce. This makes client and prospect caller history easier to manage.

Supported Solutions:

• Avaya IP Office
• Avaya Communication Manager (ACM) and Avaya Aura (formerly Lucent Definity or Avaya Definity)
• Cisco Unified Communication Manager

Complementary Solutions:

• Xima Dashboard APIs configurable with Salesforce.
• ShoreTel
• VRTX
• Avaya Communicator
• Voicemail Pro

For businesses that leverage Avaya Cloud Office by RingCentral, Xima's Cloud Contact Center offers robust call reporting analytics and real-time reporting. Delivered via the cloud and hosted by Google, this solution involves registered extensions on ACO, ensuring that calls stay within ACO and your company doesn't have to deal with any extra charges or additional SIP trunks. ACO and Xima CCaaS also share a single dial plan.

End users leveraging Xima CCaaS can do so with their ACO SIP hardphones or softphones. Incoming calls to ACO get directed to Xima's cloud contact center platform, answered by IVR and auto attendants, and then steered to the most qualified agents with skills-based routing.

Xima CCaaS empowers your agents to deliver an outstanding customer experience (CX) with these features:

• Callback assist (allowing clients to reserve a place in line)
• Web chat
• Comprehensive call analytics, including Cradle to Grave visual call flow
• Real-time tools for call center supervisors
• One web-based interface for managing the agent experience, including calls, web chats and CRM
• Real-time and historical monitoring of any extension and all call directions within ACO and RingCentral
• UC and contact center recording, with any recording taken within ACO for a Xima-monitored station linked and placed in Cradle to Grave

Xima CCaaS is also priced with small and midsized businesses (SMBs) in mind at $55 per agent per month.

To contact the Converged Communications team, send us an email (sales@convergedsystems.com) or call us at (877) 598-3999. Choosing the correct call monitoring solution(s) for your office is a key driver in optimizing company performance and productivity. Let Converged Communication Systems provide the best-in-class solutions and support for your business.