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Contact Center Voice Agent

This is the primary agent license for Xima CCaaS. Contact Center Voice Agent provides a true cloud voice contact center with enhanced features like Skills-Based Routing, custom queue options and announcements, Queue Callback (Callback Assist), detailed real time data and reporting, and more.

Contact Center Web Chat Agent

The Web Chat Agent license is an add-on license to the Voice Agent license and provides an easy-to-use web chat tool for both your customers and agents. It also integrates seamlessly into your management interface for detailed real time and reporting information.

World Class Features

Skills-Based Routing

Ensure your calls are routed to the best available agent using our different skills-based routing algorithms including Intelligent Highest Skill First, Linear, Circular, or Most Idle fashion.

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Queue Callback (Callback Assist)

Instead of waiting in queue or having your customer abandoned due to long wait times, customers may choose to have the system hold their place in line and call them back when it's their turn.

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Contact Center Agent Client (CCAC)

This web-based interface provides a single pane of glass for agents to navigate their different media channels. Agents can easily tag account codes for more detailed reporting, manage their busy time, and more.​

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Realtime Wallboards

Report on your KPIs, agents, and queues in real time. With Realtime Wallboards, you can see their call activity, their status (including the agent state, Busy, and call statistics), and see call activity within your queues.​

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Supervisor Control

Remotely manage employees by controlling agents and calls based on skill groups. This feature provides the ability to place employees on Busy, log them out, force calls to them, and more.​

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Historical Reporting

Our Standard Reports interface gives you access to all Cradle to Grave data that can be queried manually or automatically via the Report Scheduler.​

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Web Chat

When visiting your website, your customers can chat with a live contact center agent. Routing the chat to the appropriate agent can be based on which page the customer is on and agent skill level.  You can also customize greetings, messages, and the look of the web chat interface.​

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Salesforce Integration

Using Xima CCaaS, you can easily integrate the Contact Center Agent Client (CCAC) into Salesforce. This provides enhanced features like Click-to-Dial and screen pop

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See for yourself.

Whether you're a reseller, an end user, or just a little curious, Xima CCaaS has something to fulfill your business needs.

READ: NOT YOUR AVERAGE CONTACT CENTER

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