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Unlock the full potential of your call centre operations with Xima software. As an official reseller of the Xima software suite in Australia, we provide advanced tools and features that enhance call queuing, skills-based routing, interactive voice response (IVR), reporting, real-time monitoring and more. Let Xima software elevate your customer service from average to outstanding.
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Xima Software for Your Contact Centre
Com2 Communications is an Official Reseller of the Xima Software suite in Australia, which features Xima Chronicall among its base software components. Chronicall provides, as the name suggests, a chronological history of the events that occur within your phone system down to the finest details. Within Chronicall, there’s also a specific feature called “Cradle to Grave,” which again relates to its purpose of catching all calls from the time it is first switched on to the end of time! Other than that, Xima’s systems for call queuing, reporting, IVR, routing and other functionalities are beyond impressive.
Scroll down below to learn more about the components of the Xima software suite.
Call Queuing: Revolutionising Customer Wait Times
Xima’s call queuing software is best for modern contact centres. By organising incoming calls into virtual queues, the system ensures every customer is attended to in the order they arrive. Advanced algorithms prioritise calls based on predefined rules, such as urgency or VIP status, allowing your agents to manage customer interactions more effectively. This feature also comes with real-time updates that are particularly valuable for customers and agents. Customers are informed of their expected wait time, reducing frustration and uncertainty. Meanwhile, agents receive live insights into queue status, empowering them to manage their time efficiently and maintain service excellence.
From a management perspective, Xima’s call queuing system offers powerful performance-tracking tools. Supervisors can monitor queue lengths, average wait times, and abandonment rates; they can use this data to optimise staffing and improve overall operational efficiency. During peak hours, managers can dynamically adjust resource allocation to meet customer demand without compromising service quality
For a detailed walkthrough of Xima’s call queuing feature, watch this video:
Queue Callback: Empowering Customers and Agents
The queue callback feature of Xima software for contact centres is a game-changer that can reduce hold times and boost customer satisfaction. When call volumes peak, customers can request a callback instead of staying on hold. This provides hassle-free customer experiences while lowering call abandonment rates, ensuring your business retains valuable interactions.
From a technical standpoint, Xima’s callback system integrates seamlessly into existing workflows. It prioritises callback requests based on the time of the request and agent availability, ensuring timely responses. Customers appreciate the convenience of continuing their day without the burden of waiting on hold, and agents benefit from handling calls at a steady, manageable pace.
Also, queue callback contributes to operational efficiency. It spreads out call handling over time, helping your call centre operations avoid bottlenecks during high-demand periods. Analytics tied to the feature also provide insights into peak callback requests, empowering your managers to identify patterns and optimise scheduling.
Learn more about how queue callback can enhance your operations through this video:
Skills-Based Routing: Matching Expertise to Needs
With Xima’s skills-based routing, you can utilise your key resources in your call centre operations more efficiently. This transformative call routing tool aligns customer enquiries with the most suitable agents, ensuring faster resolutions and higher satisfaction. The system analyses customer data, such as call history or input from an IVR menu, to match customer calls to the most suitable agent skill sets. This intelligent pairing minimises transfer rates and reduces the time customers spend explaining their issues.
This skills-based routing system helps agents become more productive by aligning their expertise with tasks they’re best equipped to handle. For example, technical support enquiries are routed to IT-savvy agents, while billing questions are directed to specialists in financial operations. With such a feature, you can accelerate resolution times while enhancing agent satisfaction, as they can focus on tasks that align with their strengths.
Supervisors also benefit significantly from the analytics capabilities of skills-based routing. They can track agent performance by skill category, identify areas for training, and ensure an equitable distribution of work across the team. Additionally, this feature integrates seamlessly with Customer Relationship Management (CRM) systems, providing agents with the context they need before even answering the call.
Delve deeper into Xima’s skills-based routing by watching this video:
Interactive Voice Response (IVR): Efficient Self-Service with a Personal Touch
Xima’s Interactive Voice Response (IVR) system is a robust solution for enhancing self-service capabilities and making customer connections simplified. Customers can interact with intuitive voice menus to resolve enquiries, check account information, or be directed to the appropriate department without needing agent intervention. This functionality reduces call volumes and allows agents to focus on more complex tasks requiring human expertise.
One of IVR’s standout features is its seamless integration with CRM systems. When customers input their information via the IVR, agents receive this data instantly, providing context before the conversation begins. This reduces redundancy, as customers won’t have to repeat their issues, and ensures faster resolutions.
The scalability of Xima’s IVR makes it ideal for businesses of all sizes. You can customise menus, add new options, or adapt workflows as your business needs evolve. Whether handling thousands of calls per day or managing a smaller call centre operation, IVR maintains efficiency without compromising customer experience.
Cradle-to-Grave: Comprehensive Interaction Analytics
Xima’s Cradle-to-Grave feature is vital for gaining full visibility into customer journeys. It consolidates all interaction data in one place to equip agents and supervisors with the insights needed to deliver exceptional customer service. Your supervisors can analyse every touchpoint, from the initial call to the resolution, identifying patterns that reveal strengths and improvement areas.
This feature simplifies training and coaching, too. Supervisors can listen to recorded calls, review agent notes, and assess resolution times with just a few clicks. These insights enable your supervisors, managers and trainers to tailor coaching sessions for specific agent needs, improving individual and team performance.
Cradle-to-Grave also ensures agents have all the information required to assist customers effectively. A comprehensive history of interactions enables employees to delight customers by personalising their responses and avoiding repetitive questions. This enhances customer satisfaction and reduces resolution times.
Live Agent Call Recording: Capture and Optimise Every Interaction
Live agent call recording is a must for contact centres aiming to improve compliance, quality assurance, and agent training. Xima’s solution securely captures every interaction, ensuring businesses meet regulatory standards while providing a resource for analysing performance.
The accessibility of these recordings is one of the system’s key benefits. Supervisors can retrieve and review recordings shortly after calls conclude, enabling real-time feedback and adjustments. Managers can also use these recordings to identify best practices, which can be shared across the team to elevate overall performance.
Also, live agent call recording promotes transparency and accountability. It provides an unbiased record of every interaction, which is invaluable for resolving disputes or investigating customer complaints. This fosters trust and confidence among customers and agents alike.
Real-Time Wallboards: A Clear View of Performance Metrics
Xima’s dynamic and real-time wallboards provide instant visibility into critical contact centre metrics, including call volume, agent availability, and wait times. This feature empowers managers to make informed decisions and adjust resources to meet demand in real-time.
Customisable displays and automated alerts ensure supervisors focus on what matters most. For example, alerts can notify managers when call queues exceed acceptable levels, prompting quick action to reallocate resources or bring additional agents online. The intuitive interface ensures data is accessible and actionable for agents & supervisors.
Agents also benefit from staying aligned with team goals through visual updates on their individual and group performance. This fosters a sense of accountability and motivation to meet key performance indicators (KPIs).
See the potential of real-time wallboards below.
Reports: Turning Data into Actionable Insights
Xima’s reporting tools transform raw data into actionable insights that drive better decision-making. Businesses can generate detailed reports on key metrics such as call volume, resolution times, and agent performance. These insights allow supervisors & managers to identify trends, optimise processes, & address potential issues proactively.
Xima’s reporting software is easily customisable, too. Managers can tailor reports to focus on specific metrics, such as service-level adherence or average hold times, enabling them to align performance with organisational goals. Automated scheduling of reports ensures that stakeholders have timely access to critical data.
Custom reports also benefit long-term planning. By providing deep, insightful data, these reports can help your business forecast future demand, plan staffing levels, and refine customer service strategies.
Discover the full potential of Xima’s reporting tools today.
Scorecards and Evaluations: Elevating Performance Standards
Xima’s scorecards and evaluations provide a structured framework for assessing agent performance. Managers can create custom scorecards to measure key behaviours, such as communication skills, adherence to protocols, and problem-solving abilities. This feature ensures performance reviews are consistent, fair & aligned with company goals.
For example, supervisors can use scorecards and detailed evaluations to pinpoint skills gaps, enabling targeted training that elevates team competency. The system also allows for real-time feedback, ensuring agents can make adjustments quickly.
Also, scorecards promote a culture of accountability and continuous improvement. As they track performance against clearly defined benchmarks, agents are motivated to achieve their goals while staying aligned with organisational priorities.
Learn more about Xima’s scorecards and evaluations by giving us a quick call.
How We Can Help
Com2, experts in all things telecommunications, can help you design the right solution for your business needs. Our in-depth knowledge of the Xima software and licencing modules is why we’re the most capable team to help you now! Call our team and experience the difference in partnering with passionate experts, not just salespeople!
