Why Xima CCaaS
Avaya Business Partners are looking for ways to help their Avaya IP Office (IPO) customers take advantage of cloud-based technologies without compromising the robust, stable, and reliable on-premise PBX system in which they are currently invested in and enjoy. An intelligent and meaningful way to start making a transition to the cloud is clear and easy. Xima Cloud Contact Center or Contact-Center-as-a-Service (CCaaS). Built from over a decade of experience on Avaya IP Office (IPO), Xima CCaaS is a perfect first-step for any Avaya IP Office (IPO) customer to start transitioning to the cloud for contact center reporting and analytics as well as real-time wallboards and visual management tools.
While Avaya IP Office (IPO) has inherent built-in Automatic Call Distribution (ACD), the two main issues facing the contact center on Avaya IP Office (IPO) are: no contact center reports and analytics, and no real-time wallboards and visual management tools.
In most cases, you will need to consider an out-of-the-box (3rd party) Contact Center solution in the form of an on-premises (heritage) contact center solution. There are no real cloud contact center offers that interoperate and work with Avaya IP Office (IPO) until now: Xima Contact Center-as-a-Service (CCaaS).
Xima has leveraged its decade plus of experience and Intellectual Property (IP) on Avaya IP Office (IPO) and made it cloud-ready for customers that wish to take advantage of cloud contact center technology without sacrificing their investment on Avaya IP Office (IPO).
Call Reporting Analytics. With the familiar Cradle to Grave visual call-flow and customer journey interface that shows every single call event to our rich Standard Reports coupled with the ability to create your own reports within Xima CCaaS, this combination of tools remedies the need for Contact Center Supervisors and Managers to spend hours manually combining and modifying spreadsheets to get the information that they need. These tools are single-handedly the reason why companies need and trust Xima’s Cloud Contact Center (CCaaS).
Contact Center Supervisor Realtime Tools. Contact Center Supervisors need the ability to manage their staff in real time. They need tools that allow them to see their agents’ current states and activities. They also need tools to help manage the call flow. If supervisors see agents logged out or in busy states, they quickly need the ability to place their agents back into their skills and make them ready for calls. Holding agents accountable and responsible for their performance is exactly what these real time tools empower supervisors to do.
Contact Center Agent experience. Contact Center Agents need the ability to manage their call and work-flows with ease and efficiency. Having a single web-based interface to easily handle calls, web chats, and their CRM is precisely what is needed. With Xima Contact Center Agent Client (CCAC), not only can agents handle their work flow but they can also be apprised of real time metrics and events that help keep them focused and on-task which leads to higher productivity.
Xima Contact Center-as-a-Service (CCaaS) is a service in the cloud, hosted by Google. Xima CCaaS are registered Users on Avaya IP Office (IPO). That way calls never leave Avaya IP Office (IPO) and most importantly, there are no additional toll charges, rates, tariffs, or SIP trunks to configure between Avaya IP Office (IPO) and Xima Contact Center-as-a-Service (CCaaS). A single and simple dial plan is shared between Avaya IP Office (IPO) and Xima Contact Center-as-a-Service (CCaaS) making life easier for everyone.
Inbound calls come into Avaya IP Office (IPO) and are pointed to Xima’s cloud Contact Center extensions on Avaya IP Office (IPO). Xima CCaaS answers the calls with our IVR and Auto Attendants and then route the calls to the specific agents via our Skills Based Routing algorithms. Xima’s cloud Contact Center agents are simply Users on Avaya IP Office (IPO) and these users can use their familiar Avaya IP Office hardphone (analog, digital, IP, SIP) or softphone (Equinox, Communicator, etc). Only one device is needed to manage normal Avaya IP Office (IPO) calls and cloud Contact Center calls.
To increase customer satisfaction, Xima’s Cloud Contact Center also provides Queue Callback or ‘Callback Assist’ which allows the customer to reserve their place in line (queue) and Xima CCaaS will call the customer back when it’s their turn to speak with an agent, whereby relieving the customer of needing to wait in line with a phone held to their ear.
Web chat enables customers that are on your website that have questions to have those questions answered in real time with Contact Center agents through chat as opposed to calling into the Contact Center. The Contact Center agents manage those web chats just like typical cloud Contact Center calls which are through Xima’s Contact Center Agent Client (CCAC).