Invosys and XIMA recently led a webinar to discuss their CX/CCaaS solutions in more detail. In this webinar, the team demonstrates how their tools help improve the customer experience and deliver real, measurable results. Here’s a recap of Invosys and XIMA’s contact center solutions, tools, and strategies, which offer a seamless experience for businesses and their customers.
Why Choose Invosys and XIMA?
For three years, Invosys and XIMA have been partners working on a unified approach to contact center excellence. Together, they leverage global Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms, combined with tools like Number Manager for intelligent voice solutions. The platform allows both partners and customers to tailor it exactly to their needs.
Here’s why it stands out:
- Streamlined Operations: Simplify processes to save time and reduce overhead.
- Customer Retention & Satisfaction: Deliver top-tier service that keeps clients loyal.
- Revenue Growth: By optimising CX, businesses see an increase in their bottom line.
Now, let’s explore their unique offerings and how they’re redefining performance across customer experience platforms.
Overview of CXaaS, WFM, and WFO Solutions
Centralising Every Customer Interaction
CXaaS, or Customer Experience as a Service, allows for 100% of customer interactions—whether voice calls, digital threads, or interactions with virtual agents—to be consolidated into a unified platform. Integrating Workforce Management (WFM) and Workforce Optimisation (WFO) systems can transform business operations. These tools help organisations:
- Enhance contact center agent performance with precision
- Leverage advanced analytics, such as sentiment and speech analysis, to improve customer experiences
- Streamline interactions, making processes smoother for both agents and supervisors
With predictions stating that AI will enhance 100% of CX roles by 2026, these tools are shaping the future of customer service.
Creating a Better Customer Experience with XIMA’s CCaaS Solution
XIMA’s CCaaS solution focuses on creating a seamless and consistent customer experience by unifying communication across multiple channels like voice, email, web chat, and phone. With 75% of customers expecting a consistent experience across these platforms, XIMA helps businesses meet this demand through an optimised contact center. Advanced AI and training tools improve agent productivity by streamlining processes such as real-time agent assistance, reducing reliance on static workflows. Supervisors benefit from trusted analytics and intuitive tools that enhance decision-making, offering a smoother and more effective customer experience.
Additionally, XIMA leverages AI-powered workforce management tools to assist supervisors with scheduling, forecasting, and analysing calls. While supervisors traditionally review only 5% of calls, XIMA uses speech analytics to bridge the gap, identifying key interactions that need attention. By combining reliable analytics, real-time insights, and a unified communication platform, XIMA’s CCaaS offering equips businesses to deliver exceptional service while enhancing operational efficiency.
5 Next-Level Features Developed by XIMA
To deliver smarter, simpler, and impactful CX tools, XIMA has developed 5 must-have features tailored to work seamlessly with your business:
- Screen Pop: Automatically pulls up relevant customer data when receiving a call, enabling personalized conversations in real-time.
- Click to Dial: Instantly launch calls directly from your CRM for efficient customer reach-outs.
- Address Books Integration: Easily access contact details from your CRM without the need for manual searches.
- Abandonment Rate Solutions: Reduce call abandonment by up to 40% through virtual queues, call-backs, and smarter prioritisation.
- 24/7 Availability: Contact center assistance is available when you need it.
These features not only enhance workflows but also dramatically reduce inefficiencies, directly affecting revenue growth.
The Power and Risk of AI
While integrating AI into workflows can significantly boost efficiency, it’s important to note that 80% of consumers still prioritise human interaction. With that being said, real-time agent assistance and conversational AI have significantly helped transform customer interactions by delivering instant information, analysing customer sentiment, and accessing databases for quick, accurate responses. XIMA takes chatbots to the next level by using chat logs to update and improve their knowledge base continuously.
Key AI tools driving this transformation include speech analytics, which offers a comprehensive review of 100% of customer recordings, and workforce management systems for precise forecasting and scheduling. Looking ahead, innovative technologies like advanced chatbots, voicebots, and agent assist tools are set to reshape the industry with their launch in 2025.
XIMA Supervisor Tools and Analytics
XIMA offers real-time tools that give administrators control over agents, queues, and customer experiences. Its customisable and user-friendly interface allows for instant adjustments to improve customer interactions. The platform guarantees compliance and provides unmatched visibility into the entire customer journey through cradle-to-grave reporting, offering insights into the full customer experience, including wait times and agent performance. Customisable reports and unlimited supervisor licenses make it a powerful solution for businesses.
Key benefits of XIMA include real-time wallboards, agent dashboards, and seamless integration with MS Teams and CRM systems. These features allow businesses to monitor performance, streamline operations, and enhance customer experience with ease.
Elevate Your Business’s Customer Experience with Invosys and XIMA
The partnership between Invosys and XIMA is transformative for businesses seeking to elevate and optimise their customer experience. XIMA’s CCaaS solution combines advanced AI tools, real-time analytics, and seamless integrations to transform customer interactions and improve operational efficiency. By unifying communication channels, enhancing agent productivity, and providing supervisors with actionable insights, XIMA helps businesses deliver seamless customer experiences.
Contact the Invosys and XIMA teams directly to discover how our solutions can transform your contact center.
