ATLANTECH CCAAS POWERED BY XIMA

A Scalable, Customizable, and Easy-to-Use Contact Center Solution

What is CCaaS?

CCaaS stands for ‘contact center as a service’ and is defined by call center software that is hosted (or built natively) in the cloud instead of hosted on-premises. 

Not too long ago, contact centers were primarily run with on-premises software systems. This meant that software was downloaded and maintained on in-house computers and servers and required a significant ongoing investment both in people and regular upgrade costs. 

With Atlantech CCaaS powered by Xima, we maintain and develop the software (hence “as a service”), which allows call centers to focus on using the software to provide better customer experiences.

The primary purpose of CCaaS software is intelligently routing contacts from all communication channels, sometimes referred to as “skills-based routing”. All of the separate parts that comprise a conventional contact center – including PBX, advanced interactive voice response (IVR), automatic call distribution (ACD), computer telephony integration (CTI), chat and quality management – are delivered via the cloud. 

Agent License Types

Contact Center Voice Agent

This is the primary agent license for Atlantech CCaaS - Powered by Xima. Contact Center Voice Agent provides a true cloud voice contact center 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 Center 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.

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Agent Features

Skills-Based Routing

Ensures your calls are routed to the best available agent using our different skills-based routing algorithims including Intelligent Highest Skill First, Linear, Circular or Most Idle fashion. 

Queue Callback

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. 

Supervisor Features

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. 

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CCAC

Additional Features

Web Chat

When visiting your web site, you customer can chat with a live contact center agent. Routing the chat to the appropriate agent can be based on which page the customer is on and agent skill level. You can also customize greetings, messages and the look of the web chat interface.

Salesforce Integration

Using Atlantech CCaaS - Powered by Xima, you can easily integrate the Contact Center Agent Client (CCAC) into Salesforce. This provides enhanced features like Click-to-Dial and screen pop. 

What Our Customers Are Saying

I have been a loyal customer of Atlantech Online, Inc. (“AOI”) for many years now. It is critical to my business that we have extremely reliable connectivity services and AOI delivers. And, if an issue does arise, AOI’s customer service is some of the best I have ever experienced.

Michael Cogan
ESQUIRE, MICHAEL R. COGAN, P.C.

Atlantech Online is an exceptional telco provider. Their service is reliable and their customer service is top-notch. Our previous carrier could not provide SIP trunking to us quickly or cost-effectively as Atlantech. Choosing Atlantech is a decision I do not regret. Atlantech Online has made my job as telecommunications manager a lot easier than in the past. There is no reason not to consider Atlantech Online as a CLEC.

Barbara O'Donnell
ASSISTANT CHIEF ITI DIVISION, M-NCPPC

Knowing that your 24x7 engineering team is managing our router and firewall lets me focus on growing my business instead of managing technology.

Tony Crisalli
PRESIDENT, L&R FLOORS

HOW TO GET
ATLANTECH CCaaS


Getting the CCaaS integration with our Hosted PBX service is not difficult, but it does require some configuration. We can help you get integrated and set up through our hosted PBX service.

If you’re interested in integrating your business phone with Atlantech CCaaS, our support experts here to help guide you through every step of the process. 



Try CCaaS Free for One Month!