Xima is a contact center software company, founded in 2007 and based in South Jordan, Utah, whose AI-powered cloud contact center (CCaaS) lets businesses manage voice, chat, SMS/MMS, email, and social messages from one platform. It combines omnichannel routing, IVR, real-time dashboards, custom reporting, call recording, and AI tools such as automated quality scoring and speech analytics. Xima also offers an on-premises contact center (Chronicall) and a combined contact center and unified communications platform.
In this guide: what Xima is, how it supports call center automation, features for customers, agents, and supervisors, its AI capabilities, the main benefits, and what to evaluate before choosing it.
What Is Xima and Why Consider It as Your Cloud Contact Center Solution?
Managing a contact center is demanding: staffing agents, handling customer inquiries across channels, hitting service levels, and proving results to leadership. Contact center software that automates routine work and gives supervisors real-time visibility makes that job far more manageable. Xima is designed for small and mid-size contact centers, including help desks, scheduling teams, and customer service groups inside larger organizations.
What Is Xima Software?
Xima is a cloud contact center solution that brings customer interactions into a single environment. Xima offers three main products, according to Xima Software:
- AI-Powered Cloud Contact Center (CCaaS): a cloud-based, customizable contact center with built-in AI
- On-Premise Contact Center: Xima’s long-running on-premises solution for organizations that need full control of their environment
- Contact Center & Unified Communications: internal calling and collaboration combined with contact center capabilities on one platform
Xima highlights healthcare, financial services, manufacturing, field services, and transportation among the industries it serves.
Achieving Call Center Automation with Xima
Xima automates routine tasks so agents spend their time on conversations that need a person. Common automations include IVR menus and skills-based routing, callbacks instead of long hold times, messaging and voice bots that answer common questions around the clock, automatic alerts when queues or wait times pass a threshold, and automatic call scoring. Learn more about call center automation and how it reduces cost per contact.
Xima Software Features for Clients
Xima improves customer experience by letting people reach you on their preferred channel, including phone, web chat, SMS and MMS, email, and social media messaging, while agents see the full history in one place. See why business SMS is becoming a preferred channel for appointment reminders and quick questions.
Agent Dashboard
Agents are vital to your contact center’s success. Xima’s agent interface puts calls, chats, customer details, and notes on one screen, so agents can handle multiple interactions and focus on the customer instead of switching between tools.
Multi-Channel Communication
Meet customers on their terms. Omnichannel routing sends every interaction, whatever the channel, to the right agent based on skills, availability, and priority.
Easy to Use
An intuitive interface for agents and supervisors shortens training time and gives everyone quick access to the information that drives customer satisfaction.
Xima Software Features for Supervisors
Supervisors can oversee their teams and track performance through customizable reports, wallboards, and real-time tools. Alerts and triggers send notifications to agents and supervisors by email, SMS, or screen pop when thresholds are reached, such as calls waiting in queue or missed calls, so supervisors can step in before customers are affected.
Custom Reports
Build reports around the KPIs your business needs, such as service level, abandonment rate, first-contact resolution, and agent utilization, and schedule them for automatic delivery.
Real-Time View
Live dashboards show call volume, wait times, average handle time, and agent states, so you can adjust staffing during the day.
Recording Library
Call recordings help supervisors confirm procedures are followed, resolve disputes, and build targeted training. Searchable recordings make it easy to find specific interactions.
Xima AI Features
Xima builds AI directly into its platform. Current AI capabilities listed by Xima include:
- AI Insights: surfaces trends and risks across calls
- Auto QA: automatically scores every call against your quality standards instead of manual sampling
- Speech analytics: analyzes conversations for sentiment, keywords, and compliance issues
- Messaging and voice bots: automate routine conversations in chat and voice
For regulated organizations, review how recordings and transcripts are stored and who can access them before turning on AI features.
5 Benefits of Xima Cloud-Based Contact Center Solutions
Benefit 1: Better Customer Experience
Shorter waits, callbacks, consistent answers, and channel choice all improve the customer experience.
Benefit 2: Happy Agents, Happy Customers
Agents can handle calls and chats efficiently, add notes to records, and track their own performance to improve their skills.
Benefit 3: A Cost-Efficient Hosted Contact Center Solution
As a cloud service, Xima avoids on-premises server hardware and lets you pay for the agents you need. Compare per-agent pricing, required add-ons, and telephony costs when evaluating total cost.
Benefit 4: Scalable, Reliable, and Available
Add or remove agents and locations as demand changes, support remote and hybrid agents, and keep service running if an office loses power or internet.
Benefit 5: A Cloud Contact Center Solution with World-Class Analytics
Dashboards show total calls, call duration, unanswered calls, and trends that help you understand customers and improve service.
What to Evaluate Before Choosing Xima
- Phone system compatibility: confirm Xima integrates with your current phone or UCaaS platform, or plan a migration.
- CRM integration: screen pops and call logging in your CRM or EHR save agents time.
- Compliance: check recording, retention, and data handling for HIPAA or financial regulations.
- Network readiness: voice quality depends on bandwidth, QoS, and reliable internet at every site.
BTI, the Cloud Contact Center Solutions Provider Near Me
BTI Communications Group has been in business for 40 years in communications, IT, and physical security. Our team designs and supports contact center and business VoIP installation projects, and our managed IT services Los Angeles team makes sure the network underneath delivers clear, reliable calls.
Frequently Asked Questions
What is Xima Software?
Xima is a contact center software company founded in 2007 in Utah. It offers an AI-powered cloud contact center (CCaaS), an on-premises contact center, and a combined contact center and unified communications platform.
What channels does Xima support?
Xima’s cloud contact center supports voice, web chat, SMS and MMS messaging, email, and social media messaging, with omnichannel routing and IVR.
Does Xima have AI features?
Yes. Xima lists AI Insights, Auto QA call scoring, speech analytics, and messaging and voice bots as built-in AI capabilities.
Who is Xima best for?
Small and mid-size contact centers and customer service teams that want omnichannel routing, real-time reporting, and AI quality tools without enterprise complexity.
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