Xima Chronicall Multimedia

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Multimedia contact centre solution. 5 - Unlimited agents.

Xima Software's flagship solution, Chronicall, started out as a simple call event monitoring application, but has evolved into an all-purpose call history, call recording, real-time reporting, skills based routing and multimedia software suite that now includes voice, web chat and email. Xima Chronicall offers a feature set that not only handles you call recording /reporting needs but also enhances your telephone system and customer journey. Chronicall from Xima is a modular software which means you start off with the base module (Standard Reports). From then you can add on the different modules based on your business needs.

Call us today for a Free 14 day Xima Chronical Trial on 0344 264 5522.

Summary of benefits

• Simple interface and flexible licensing models. Xima Chronicall's flexible licencing caters to fluctuating staff levels and a single inexpensive site license allows you to report on hundreds of agents, groups, trunks, and extensions with very little or no phone system configuration required.
• Affordability. When compared products offering similar features, Chronicall will not be beaten on price.
• Standard Reports. Xima have created over 50 accurate and vibrant reports, charts, and graphs that utilise everything from the simplest search criteria to some of the most detailed and specific statistics available from any call reporting software.
• Customisable Reports. Xima Chronicall's comprehensive custom report creator and fully customisable real-time views help organisations make informed business decisions and improve customer service.

Standard Reports and Cradle to Grave (Standard with Xima Chronicall)

Acquire specific information with Chronicall's Standard Reports, learn about each of your calls through an easy-to-use and intuitive reporting system. Cradle to Grave validates information found within the reports you are running. Gain the ability to see every action happening in every call from the word "hello" to hang up, Cradle to Grave displays every event that occurs on a call.

Custom Reports: Xima understands that you know your business better than anyone which is why their Chronicall solution includes an option to edit existing reports, create your own reports from scratch and customise the look and feel of reports to match your corporate identity.

Recording Library: Xima's Chronicall gives you the ability to have your recorded calls automatically catalogued then compressed and converted in to an SPX file to save precious space on your PC or server.

Realtime: Manage in realtime and see what your employees are up to. Make use of wallboards and widget visuals that display live statistics and detailed reports that give valuable insight.

Agent Dashboards: Chronicall's Agent Dashboards help you to hold your agents accountable by brining live phone systems data to an agents' desktop, it allows them to see their personal as well as group performance through simple to interpret statistics.

Contact Centre: Xima Chronicall gives you the ability cater to your customers' needs with Skill-Based Routing, Active State Control, Queue Callback, and Live Web-Chat.

Dashboard API: Xima also allows you to integrate your CRM, such as Salesforce, with the Xima database. For example you can access your agents' call recordings and link against your customers in your own database.

Skills Based Routing: An advanced and more effective way to route calls to agents based on their skill group and skill level. In Xima Chronicall Multimedia, you may create as many skill groups as you desire and place as many agents into the skill groups as you need. Calls can be routed based on; most idle agent, linear, or in a circular call distribution or more importantly, by determining your best skilled agents across all skill groups by using our algorithm: Intelligent Highest Skill First. Xima Chronicall Skills Based Agent License is full of capabilities which include:

Skill Groups: Create an unlimited amount of skill groups to fit your business needs. Using Xima's Intelligent Highest Skill First routing rule you ensure that your customer gets to the appropriate personnel in a timely manner.

Active State Controls: Provide supervisors with the ability to control agents' state from the convenience of their desktop PC, via Chronicall. This will enable call center supervisors to log agents in and out of their skill groups, place an agent into a Not Ready state or manage calls in queue.

Agent Desktop: Agents are empowered through Xima Chronicall Agent Desktop to log in and out of their respective skill groups, place themselves in a not ready state, or continue their after call work (ACW) time to ensure they finish up their process before moving on to the next call.

Queue Call Back: Customers no longer have to wait in queue. Queue Call Back enables customers to wait in line without having to wait on the phone. When their time is up, the system will call them and connect them with an agent.

Cradle to Grave Interface: Xima Chronicall's unique Cradle to Grave interface allows you to drill down on all this new data. Determine how your agents are doing, when are your peak call times, and if customers are using queue call back and how has that improved their experience.

Music on Hold: Record custom messages for your customers while they wait, or you're your preferred music by simply adding the music file to Xima Chronicall's directory. No limit to the number of on hold music options or announcements.

Reporting: Xima Chronicall offers over 50 standard reports so you can easily receive access to the data you need. Scheduled reports can run hourly, daily, weekly or monthly.

What is required on Avaya IP Office?

• Avaya IP Office V1 or V2 or IP Office Server Edition
• Avaya Voicemail Pro
• Avaya Voice Compression Module (VCM)
• One VCM resource is required for each call while connected to Xima Chronicall's Multimedia server
• Avaya IP Office R5.0 or Higher
• Avaya 3rd Party SIP Endpoint License
• Avaya CTI Link Pro license is required for IP Office version R10 or higher.

Xima Professional Services

Because we are the experts at Xima Chronicall Multimedia, please allow our professional services team to do the heavy lifting. On each Xima Chronicall Multimedia project, our team of experts will:

• Provide project management, call flow and data analysis
• Install, program and provision Xima Chronicall Multimedia
• Conduct all testing and provide a Quality Assurance Test Plan (hand-off)
• Provide all Contact Centre supervisor and end user training
• Remote Help Desk on 'go live' date with a dedicated direct line into Xima Support
• One 3rd Party SIP Endpoint license is required for 5 simultaneous calls in Xima Chronicall Multimedia. Ex: if you have 10 calls being handled simultaneously by Xima Chronicall Multimedia, then you would need to have two Avaya 3rd party SIP Endpoint licenses active in Avaya IP Office for Xima Chronicall Multimedia.

	Xima Chronical Multimedia	Avaya IP Office Contact Centre Select (ACCS) Advanced	Avaya Aura Contact Centre (AACC) Premium
Voice only contact centre	✔	✔	✔
Online management portal	✔	✔	✔
Supplied on a dedicated server	✔	✔	✔
Supplied on a virtualised environment	✔	✔	✔
Cloud / hosted solution	✔	✔	✔
Multimedia contact centre	✔	✔	✔
Work force management	✘	✔	✔
PCI compliant	✔	✔	✔
CRM integration	✔	✔	✔
Advanced application integration	✘	✘	✔
Line connectivity	Analogue, ISDN or SIP	Analogue, ISDN or SIP	Analogue, ISDN or SIP
End points types	Analogue, Digital, IP, Softphone, Smart Phone App	Analogue, Digital, IP, Softphone, Smart Phone App	Analogue, Digital, IP, Softphone, Smart Phone App
Scalability (# users)	Unlimited	10 - 400	20 - 5000
Installation	West Pier Telecom	West Pier Telecom	West Pier Telecom
Support & maintenance	16 levels of care options	16 levels of care options	16 levels of care options
Support desk	Dedicated helpdesk 24/7*	Dedicated helpdesk 24/7*	Dedicated helpdesk 24/7*
Software upgrades	Inclusive software upgrades	As & when or inclusive in support & maintenance	As & when or inclusive in support & maintenance
Soft moves and changes	Inclusive with 24 Hour support & maintenance contract	Inclusive with 24 Hour support & maintenance contract	Inclusive with 24 Hour support & maintenance contract
Payment options	User based and premise based model	Buy lease or pay per user	Buy lease or pay per user

*Pricing subject to volume discounts and manufacturer`s offers.

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