TLDR: Omnichannel Solutions Explained
An omnichannel solution routes every customer conversation across voice, chat, SMS, email, and social in one unified workspace so agents never lose context. Viirtue’s integration with Xima adds full CCaaS capabilities on top of your UCaaS, including chat and SMS, skills‑based routing, queue callback, real‑time wallboards, and deep reporting, all compatible with NetSapiens. (Xima Cloud Contact Center)
Customer expectations have never been higher—and meeting them requires more than just answering the phone. An omnichannel solution ensures every conversation, whether by voice, chat, SMS, email, or social, flows through a single unified workspace.
This gives agents the full customer context in real time, reduces friction, and improves satisfaction at every touchpoint.
With Viirtue’s integration of Xima Cloud Contact Center, MSPs and their customers can easily layer advanced CCaaS capabilities onto a proven UCaaS foundation, unlocking skills-based routing, queue callback, web chat, AI insights, and deep reporting—all fully compatible with NetSapiens.
What is an omnichannel solution for contact centers?
Omnichannel means customers can start on one channel and continue on another without repeating themselves. The platform unifies voice, email, chat, SMS, and social into a single agent desktop with one history and one set of analytics. That unified approach reduces handle time and boosts CSAT because context travels with the customer. (Xima Cloud Contact Center)
Omnichannel vs multichannel
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Multichannel offers many channels, but each lives in its own silo.
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Omnichannel connects those channels in one system with shared context, reporting, and routing. (Xima Cloud Contact Center)
Why omnichannel matters now for contact centers:
Customer expectations have shifted to instant, channel‑agnostic service. Teams need unified routing, quality management, and analytics across all touchpoints to scale efficiently and meet SLAs. Modern CCaaS platforms deliver exactly that, with native support for digital channels and smart routing. (Xima Cloud Contact Center)
The blueprint: Viirtue + Xima
Viirtue’s platform gives MSPs and their customers a rock‑solid UCaaS foundation. Adding Xima turns that foundation into a full omnichannel contact center, purpose‑built for SMB to mid‑market teams. The integration is officially supported and available to Viirtue partners and customers. (blog.viirtue.com)
What Xima adds to Viirtue’s stack
Digital channels in one desktop: voice, web chat, email, SMS, and social, so customers can switch channels without losing context. (Xima Cloud Contact Center)
WhatsApp support when you need to meet customers where they already are. (Xima Cloud Contact Center)
Skills‑based routing and queue callback to balance workloads and reduce abandonment. (Xima Cloud Contact Center)
Cradle‑to‑grave reporting that traces the full customer journey, plus historical and real‑time metrics. (blog.viirtue.com, Xima Cloud Contact Center)
Custom wallboards and supervisor views for live KPIs and coaching. (blog.viirtue.com, Xima Cloud Contact Center)
Recording options and access control to support QA and compliance. (Xima Cloud Contact Center)
CRM integrations so agents see the customer record during the conversation. (Xima Cloud Contact Center)
AI‑driven insights, including sentiment analysis, to guide agents in real time. (Xima Cloud Contact Center)
Compatibility with NetSapiens
Xima documents a provider feature matrix and configuration steps for NetSapiens, covering routing, callback, real‑time wallboards, reporting, and recording, along with clear admin steps to connect APIs and SIP endpoints. That makes it a natural add‑on for Viirtue’s NetSapiens‑based deployments. (Xima Cloud Contact Center, Xima CCaaS)
Implementation overview with Viirtue + Xima
Activate the Xima add‑on in your Viirtue portal.
Connect your NetSapiens instance in Xima’s portal using OAuth, API URL, and SIP details.
Import users and map queues by skill, schedule, and business rules.
Enable digital channels like web chat, SMS, email, and WhatsApp.
Publish wallboards and supervisor views for real‑time visibility.
Turn on recording and reporting with the access controls your team needs.
Integrate CRM so agents get screen pops and full history.
Use cases that move the needle
Busy service desks cut hold time by offering chat or SMS with queue callback for customers who cannot wait on the phone.
Sales teams route by skill and priority while supervisors coach through live monitoring and wallboards.
Customer success consolidates email, social, and chat into one workspace for faster first‑contact resolution and cleaner analytics.
Proof point
Viirtue announced the Xima integration to bring web chat, cradle‑to‑grave reporting, callback assist, skills‑based routing, wallboards, and CRM integrations to our partner ecosystem. It is available to white label VoIP resellers, channel partners, and direct customers.
Final Thoughts: Omnichannel Solutions Explained
An omnichannel solution is no longer a nice-to-have; it’s the standard for businesses that want to scale efficiently and deliver consistent, high-quality service.
By combining Viirtue’s rock-solid UCaaS with Xima’s CCaaS platform, partners can give their customers seamless digital channels, advanced routing, and analytics that rival enterprise systems—without the complexity. If you’re ready to unify every interaction and elevate customer experience, now is the time to explore Viirtue + Xima.
👉 See it in action: Save your spot for the Viirtue x Xima Q4 webinar (coming soon) and watch how real omnichannel workflows can transform your business. If you are interested in becoming a white label VoIP & UCaaS partner, contact us today!
FAQ: Omnichannel Solutions Explained
What channels does Xima support as an omnichannel add‑on?
Voice, chat, email, SMS, and social, with WhatsApp available. (Xima Cloud Contact Center)
Does it work with NetSapiens and Viirtue?
Yes. Xima publishes a NetSapiens feature matrix and configuration guide that covers API, SIP, routing, reporting, and recording. (Xima Cloud Contact Center, Xima CCaaS)
What analytics are included?
Cradle‑to‑grave reporting, historical and real‑time metrics, wallboards, and AI‑driven insights like sentiment analysis. (blog.viirtue.com, Xima Cloud Contact Center)
How does this differ from basic UCaaS?
UCaaS connects teams. CCaaS orchestrates customer engagement across every channel with routing, QA, and analytics in one place. Xima adds that CCaaS layer to Viirtue. (Xima Cloud Contact Center)
