The recent webinar hosted by Invosys and Xima brought together industry leaders to unveil the potential of their continued partnership. The event, the first in a series of webinars, showcased how cutting-edge AI technology for contact centres can transform the customer experience and optimise workforce performance. Attendees had the opportunity to explore the remarkable capabilities of Xima AI, its seamless integration with the broader contact centre ecosystem, and an exciting roadmap for future advancements.
Here’s a detailed recap of the key highlights and insights shared during the session:
A Dynamic Partnership to Drive Contact Centre Innovation
Invosys, a leader in intelligent voice solutions, and Xima, recognised for its powerful Contact Centre as a Service (CCaaS) platform, have partnered for over three years to deliver a comprehensive, unified solution. This collaboration offers a seamless ecosystem that integrates workforce optimisation, advanced analytics, AI capabilities, and global unified communications—including tools like Microsoft Teams, SMS, web chat, and more.
The webinar opened with Russell Hallam, Business Development Manager at Invosys, introducing the partnership’s focus on delivering an all-in-one solution with value-added features that differentiate it from competitors. Jon Florence, Senior Vice President of Industry Solutions at Xima, elaborated on how this partnership is enabling businesses to leverage powerful tools to boost customer satisfaction and secure long-term customer loyalty.
Exploring Capabilities that Reshape the Contact Centre Landscape
Workforce Management and Optimisation
One of the showstoppers of the presentation was Xima AI’s workforce management and optimisation solutions. These tools allow businesses to predict contact volumes, staff appropriately, and monitor real-time adherence. Florence explained how AI-driven forecasts make scheduling less of a guessing game, while real-time adherence tools ensure employees stay on track with their schedules.
For workforce optimisation, Xima AI goes beyond expectations. The platform leverages call recording and speech analytics to score agent performance, identify training opportunities, and detect moments where customers may have had a negative experience. Instead of manually sifting through hours of recordings, supervisors can address performance issues immediately. Florence called this the “easy button” for AI-driven improvements, highlighting how it empowers supervisors to deliver better customer service with reduced effort.
Speech Analytics
Speech analytics was another standout feature reviewed in the webinar. Analysing tonality, keywords, and sentiment, allows the tool to provide key insights into customer interactions.
From identifying trends to ensuring compliance with quality assurance standards, these insights help businesses stay ahead of customer expectations. Real-world use cases shared during the session demonstrated how this capability not only saved time but also improved both agent performance and overall customer satisfaction.
AI Messaging Bots and Chatbots
Florence went on to demonstrate the flexibility and sophistication of AI-driven messaging bots in Xima’s suite. These bots handle inquiries across multiple channels like SMS, WhatsApp, and web chat. Equipped with natural language processing and large language models, the chatbots provide real-time, intelligent responses.
What truly sets the Xima messaging bots apart is their ease of integration and use, as well as their level of customisation. Florence showed how businesses can enrich the chatbot’s knowledge base by uploading documents or using simple web extraction tools – even going so far as to show how the chatbot and knowledge base can support different languages.
He reinforced that these unique functionalities, combined with robust analytics and reporting, helps deliver a more personalised and seamless customer experience while reducing operational complexities.
Seamless Integration with Microsoft Teams
A core strength of Xima and Invosys’s solution lies in its integration with Microsoft Teams. Florence demonstrated how agents can manage calls, messages, and tasks directly within the Teams interface, without juggling multiple applications.
Features like bi-directional presence sharing and unified dashboards enhance productivity while maintaining a cohesive user experience. Designed to work intuitively, this integration ensures that supervisors, agents, and managers stay connected and informed.
A Look Ahead at the AI Roadmap
Looking to the future, the webinar introduced a bold roadmap for 2025 aimed at further enhancing AI-driven functionality. Some upcoming notable innovations include:
- Real-Time Transcription and Advanced Speech Analytics for deeper and more actionable insights into customer interactions.
- AI Voice Bots that will automate routine calls, reducing agent workload while enhancing self-service options for customers.
- Data-Driven Query Features, such as the ability to ask plain-language questions (“Which agent completed the most calls last November?”) to generate immediate insights.
- Real-Time Agent Assist Tools, providing AI-guided support during live interactions to improve accuracy, efficiency, and customer satisfaction.
These enhancements will continue to cater to businesses of all sizes, offering affordability, simplicity, and unmatched scalability.
Explore Invosys and Xima ‘s Solutions Today
If you’re ready to elevate your customer experience and workforce performance, the Invosys and Xima partnership offers the tools and technology to make it happen. Future webinars are already on the horizon, and a live event is scheduled for June in Manchester. Don’t miss your chance to see these innovative solutions in action.
Interested in learning more or attending the next session? Visit the Invosys website to stay updated or reach out to schedule a demo and explore the full potential of this powerful partnership.
