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XTIUM Contact Suite: An Omnichannel Contact Center fully Unified with Microsoft Teams

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Is your current phone system or advanced hunt group slowing you down? Do you have the appropriate communication channels (e.g. voice, chat, email, etc.) for your customers but they are completely siloed from each other?

A fully unified omnichannel contact center solution that integrates with PBX & Microsoft Teams enables IT and contact center leaders to deliver a superior customer experience and improve agent productivity along with the following benefits:

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Resolve Issues Faster:

Connect agents to the rest of your business to get the answers that customers need, in a fast and secure manner.

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Get Better Insights:

Free yourself from the hassle of consolidating fragmented data to understand caller needs & agent responses.

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Consistent User Experience:

Agents and customers, all get a unified user experience regardless of the application that they are using.

The pandemic forced contact centers to quickly spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change toward work anywhere users, IT and contact center leaders are looking at better ways to connect agents not only to the contact center solution, but to the critical applications they need to do their jobs.

XTIUM's redundant, compliant cloud-based architecture allows customers to interact across any communication channel & enables agents to work productively from anywhere.

Meet your customers where they are and empower your agents to accomplish more with less.

XTIUM is the only provider that delivers a complete solution for agents and managers that need:

  • award-winning omnichannel features,
  • secure access to SaaS and legacy applications, and
  • integration with the rest of the business via Microsoft Teams;

All from a web browser on nearly any device.

The XTIUM Contact Suite’s advanced features provide contact center leaders with powerful real-time visibility and rich operational insights, giving them the flexibility to work, hire, and manage their agents from anywhere. From advanced tools like AI speech analytics to sophisticated reporting and simplified routing via a graphics interface, the solution offers tools that streamline agent interactions and enhance customer experiences.

Key Features

XTIUM’s platform is designed to deliver all of the features needed to operate a world-class contact center from anywhere including:

Can be deployed in a fully standalone mode, or as an ‘overlay’ to your existing phone system (PBX) or Microsoft Teams.

Communicate with customers using their preferred method - calls, text/SMS, email, web chat and web callback.

Record all or some of your agent’s calls and screen interactions, assign tags for QA/workflow purposes, and evaluate agents via custom scorecards.

Leverage real-time reports in an ad-hoc or scheduled manner, build custom reports and visualizations, and connect operational data sources for a holistic view of your operations.

Offer callers the convenience of a callback instead of waiting for an agent.

With more dispersed agents, working under tougher conditions than ever, call routing has become even more challenging. ECS offers a powerful GUI (Graphical User Interface) to easily build advanced routing call flows.

Using Evolve RECAP, agents and managers can easily identify call sentiment, receive automated notifications, and document, review, and train via multimedia call transcriptions.

“Telephony enable” your CRM and business applications or leverage the existing CRM to provide an integrated customer history across all communication channels.

Operate your contact center regardless of technology, power or carrier failures.

A simple pricing structure that eliminates confusion and cost that improves your return on technology investment.

Our contact center practice will customize and design the best solution that fits the strategy of your organization.

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Enhance agent productivity with an easy to use web-based application
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Agents operate seamlessly across all communication channels
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Easily make real-time call flow changes
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Provide real-time metrics to the contact center

Comparing XTIUM’s Contact Center Solutions

XTIUM provides two contact center solutions to help organizations improve customer experience and agent productivity: BroadWorks Call Center and XTIUM Contact Suite.

The feature comparison below can help organizations find the solution that best meets their business needs.

XTIUMs-Contact-Center-Solutions

Key Differentiators

Lower TCO:

Eliminate CAPEX, maintenance costs, upgrade charges, and reduce traditional telecom expenses. Pay for only the services you need; when you need them.

Integrated with Microsoft Teams:

For businesses using Microsoft Teams for collaboration and video conferencing, contact center agents can take full advantage of Team’s productivity features while also interacting with the rest of their company’s associates.

Work & Hire Anywhere (Agents & Managers):

The XTIUM Contact Suite runs on all major web-browsers with easily navigable, attractive modern user interfaces that improve agent productivity and empower a great customer experience. Real-time dashboards help users, no matter where they live and work, stay on top of KPI and key business metrics.

Work & Hire Anywhere (IT):

Agents and Managers need nothing more than a web browser to securely access Contact Center, SaaS, and critical legacy applications from the same Web portal. This frees IT from deploying and managing PCs and supporting clunky VPNs to get agents access to the tools they need.

Flexible:

Implement only the services you need. Distribute contact center resources without adding IT staff.

Customer Satisfaction:

Improve your caller’s experience with advanced routing tools, surveys, CRM / business application integration, and business intelligence insights.

Secure & Compliant:

Deployed on a private cloud with compliance certifications, encryption, and the ability to address your audit concerns.

Key Benefits

  • All of the features needed to run a worldclass omnichannel contact center
  • Competitively Priced
  • 5 consecutive years in Gartner® Magic Quadrant™ for CCaaS, with the highest customer recommendation rating of 92%
  • Unified with our Cisco UCaaS or can be deployed with an existing PBX or stand-alone CCaaS
  • Fully integrated with Microsoft Teams
  • Work, Hire & Manage Anywhere
  • Flexible pricing structure
  • 99.999% Reliability
  • Full Featured - Call Recording, IVR, Dialer, Queue Callback, Dashboard, Analytics, Workforce Optimization
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Trusted by 1,400+ mid-size and enterprise companies, we operate as an extension of your team—solving problems with urgency and accountability so you can focus on strategy, not firefighting. Our deep bench of technology specialists brings proven frameworks and real-world experience to help you secure, scale and streamline operations with fewer resources. Stop juggling vendors. Stop fighting uphill battles. Work with an IT partner who gets IT.