We literally stumbled across Xima Software, made up of a team of former Avaya technicians based inSalt Lake Cityin theUSA, and were immediately impressed with what their software can do when paired with the Avaya IP Office telephone system. Xima Chronicall has all the features we have described in Part Two of this blog about the Avaya Advanced Edition, yet its advantage is in its ease of use. Everything is there, the live and historic reporting, threshold alarms, the same number of IVR queues and the call recording. The advantage Xima brings to the Avaya IP Office is the user interface, it is so easy to use, and there’s no other way to describe it, the interface is….pretty! Where Xima really excels is their Xima Chronicall Cradle to Grave module, where every action and every movement from every call that has ever gone through your call centre phone system is logged and there for you to see and drill down to the tiniest detail. Search by day, week, time, agent, caller ID, queue etc to find your call and then track who answered it, how long it was on hold, how long the agent spoke to the client for, who they transferred it to and when it ended. Want to hear what was said on that call? Just click on the “play” button and you can email the recording to yourself, someone else, or listen to it then and there. We can’t stress enough how pleasant to use Xima Chronicall is, and it is also very powerful! Yet the most attractive thing about Xima Chronicall is the value for money, it is very affordable. So if you have a small-ish call centre and need powerful, easy to use call centre software, Xima Chronicall paired with the Avaya IP Office phone system is the way to go.
Please contact us on 1300 887 495 for more information on Avaya IP Office and Xima Chronicall Call Centre Software.
In part 4, we explore a premium call centre suite from Cytrack and transforming your call centre into a multimedia contact centre.
Click here for part 2 – Avaya IP Office Phone System, Powering Your Contact Centre Customer Service
