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Yabbit Chronical Contact Centre
At YABBIT we are all ears. You spoke, and we listened, and created an all-in-one, cloud-based communication system for your business.
WHY YABBIT/XIMA CCAAS
Businesses are looking for ways to leave their heritage PBX technology behind and take full advantage of the flexibility, technology, and promise of the cloud. A clear and easy path should be available for customers to consider.
Contact centre call reporting analytics and real-time reporting (wallboards or visual management). Xima’s Cloud Contact Centre (CCaaS) solves all these problems. YABBIT has inherent built-in Automatic Call Distribution (ACD), however for more extensive contact centre call routing (no skills-based routing), call reporting analytics, queue call-back, and real time wallboards (which are adequate)
In most cases, you will need to consider an out-of-the-box (3rd party) Contact Centre solution. Current choices in the market are Enterprise-grade and very expensive (ranging from $110 per agent/mo to $150 per agent/mo). XimaCCaaS provides the level of customisation and flexibility that Contact Centres require but at small-to-mid-sized pricing ($75 per agent/mo.).
THE ‘HOW’
Xima has leveraged its decade-plus of experience and Intellectual Property (IP) on heritage PBX call reporting and contact centre visual management and has made it cloud-ready for YABBIT UCaaS
CALL REPORTING ANALYTICS
With the familiar Cradle to Grave visual call-flow and customer journey interface that shows every single call event to our rich Standard Reports coupled with the ability to create your own reports within Xima CCaaS, this combination of tools remedies the need for Contact Centre Supervisors and Managers to spend hours manually combining and modifying spreadsheets to get the information that they need.These tools are single-handedly the reason why companies need and trust Xima’s Cloud Contact Centre (CCaaS).
CONTACT CENTRE SUPERVISOR REALTIME TOOLS
With the familiar Cradle to Grave visual call-flow and customer journey interface that shows every single call event to our rich Standard Reports coupled with the ability to create your own reports within Xima CCaaS, this combination of tools remedies the need for Contact Centre Supervisors and Managers to spend hours manually combining and modifying spreadsheets to get the information that they need.These tools are single-handedly the reason why companies need and trust Xima’s Cloud Contact Centre (CCaaS).
THE ‘WHAT’
Xima Contact Centre-as-a-Service (CCaaS) is a service in the cloud, Inbound calls come into YABBIT and point to Xima’s cloud Contact Centre. Xima CCaaS answers the calls with our IVR and Auto Attendants and then route the calls to the specific agents via the Skills-Based Routing algorithms. The cloud Contact Centre agent users can use their familiar SIP hard phone or softphone. Only one device is needed to manage normal office calls.
To increase customer satisfaction, the Cloud Contact Centre also provides Queue Call-back or ‘Call-back Assist’ which allows the customer to reserve their place in line (queue) and the CCaaS will call the customer back when it’s their turn to speak with an agent, whereby relieving the customer of needing to wait in line with a phone held to their ear.
Web chat enables customers that are on your website that have questions to have those questions answered in real-time with Contact Centre agents through chat as opposed to calling into the Contact Centre. The Contact Centre agents manage those web chats just like typical cloud Contact Centre calls which are through Xima’s Contact Centre Agent Client (CCAC).
AGENT LICENSE TYPES
CONTACT CENTRE VOICE AGENT
This is the primary agent license for Xima CCaaS. Contact Centre Voice Agent provides a true cloud voice contact centre with enhanced features like Skills-Based Routing, custom queue options and announcements, Queue Callback (Callback Assist), detailed real time data and reporting, and more.
CONTACT CENTRE WEB CHAT AGENT
The Web Chat Agent license is an add-on license to the Voice Agent license and provides an easy-to-use web chat tool for both your customers and agents. It also integrates seamlessly into your management interface for detailed real time and reporting information
Skills-Based Routing
Ensure your calls are routed to the best available agent using our different skills-based routing algorithms including Intelligent Highest Skill First, Linear, Circular, or Most Idle fashion.
Queue Callback (Callback Assist)
Instead of waiting in queue or having your customer abandoned due to long wait times, customers may choose to have the system hold their place in line and call them back when it’s their turn.
Contact Centre Agent Client
This web-based interface provides a single pane of glass for agents to navigate their different media channels. Agents can easily tag account codes for more detailed reporting, manage their busy time, and more.
Realtime Wallboards
Report on your KPIs, agents, and queues in real time. With Realtime Wallboards, you can see their call activity, their status (including the agent state, Busy, and call statistics), and see call activity within your queues.
Supervisor Control
Remotely manage employees by controlling agents and calls based on skill groups. This feature provides the ability to place employees on Busy, log them out, force calls to them, and more.
Historical Reporting
Our Standard Reports interface gives you access to all Cradle to Grave data that can be queried manually or automatically via the Report Scheduler.
Web Chat
When visiting your website, your customers can chat with a live contact centre agent. Routing the chat to the appropriate agent can be based on which page the customer is on and agent skill level.
Salesforce Integration
Using Xima CCaaS, you can easily integrate the Contact Centre Agent Client (CCAC) into Salesforce. This provides enhanced features like Click-to-Dial and screen pop
SKILLS BASED ROUTING
Choose a call routing algorithm to handle customers effectively. Skills-Based Routing lets agents navigate various channels and assigns them skills ranked from 1 to 10. Calls can be routed Linear, Circular, Most Idle, or Intelligent Highest Skill First, ensuring customers connect with the right agent.
Customize skill groups with queue announcements, including thank-you messages and promotions. Default announcements are available, but you can record your own if needed. Adjust settings like timeouts, overflow limits, and time-based routing for efficient customer-agent connections.
QUEUE CALLBACK (CALLBACK ASSIST)
Offer customers the choice to stay on the line, reserve an agent, or request a callback. Customize each skill group with unique announcements for a personalized queue experience.
Monitor waiting calls and scheduled callbacks in Realtime Wallboards or Supervisor View. Route callbacks to a lower priority skill group to prioritize customers on hold.
CONTACT CENTER AGENT CLIENT (CCAC)
Contact Center Agent Client (CCAC)
allows agents to easily navigate between their active media, which includes voice calls and external web chats. Agents can also easily log in and out of different skill sets as well as enable/disable their Busy state.
Agents can also provide additional details as to why they logged in or out of a skill set or why they went on Busy by selecting from a defined reason code list. Agents can tag custom notes or predefined account codes to any call or web chat.
Additionally, managers can assign one or more wallboards to their agents so that the agents can view the information their manager wants them to see about their individual call statistics, the status of the other agents, current calls in queue and more.
REALTIME WALLBOARDS
Realtime Wallboards provide a way for
for managers to monitor their individual Realtime agents and queues throughout the day.
The Wallboards allow you to choose which call statistics you want to monitor. You may select from template wallboards or create your own. You can select from multiple widgets, which include bar and line charts, scrolling marquees, active calls, leader boards, and more.
Ensure your company KPIs and SLAs are displayed in Realtime in a manner that fits your business needs. You can cast them out to different flat screen TVs or access them from your local computer. With unlimited Supervisor logins, each team can have their appropriate wallboard.
ALERTS & TRIGGERS
Get notified before there is a problem
Realtime can alert supervisors and agents through email, SMS text, or pop screen messages, depending on your preference.
The wallboards can also be customized to change colour or play audible alarms to draw your attention to the screen
SUPERVISOR VIEW
Supervisor View lets you monitor individual agent call stats, customize their profiles, and manage their skills and state. You can also oversee queues and transfer calls. Customize your display to view the metrics and layout you prefer, ensuring you meet service levels and monitor KPIs effectively.
HISTORICAL REPORTING
Standard Reports in Xima CCaaS provide Cradle to Grave data that can be queried manually or scheduled automatically via the Report Scheduler. You can choose the frequency and format of your reports, such as PDF, Excel, CSV, HTML, or JSON.
For complete customization, use Custom Reports to tailor criteria to your liking. Edit standard reports like agent, skill, or call detail reports, saving you the effort of building reports from scratch.
WEB CHAT
Contact Center Web Chat Agent is an add-on for Contact Center Voice Agent. Customize your web chat display to match your brand, route customers to skill groups based on their webpage, and offer various greetings and canned messages.
Web chats are managed within the Contact Center Agent Client, providing a unified interface. Agents can tag account codes and view chat statistics on a personalized display.
SALESFORCE INTEGRATION
Xima CCaaS allows you to integrate
with Contact Center Agent Client, which is an interface that provides effective collaboration between managers and agents as well as agents and customers.
An exciting feature of Contact Center Agent Client is that it has a native plugin to Salesforce Lightning, which allows for these services to work harmoniously with each other. This integration provides enhanced features like Click-to-Dial, and Screen Pop.
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