Unlock the potential of your contact centre data

CXiaaS is a real-time reporting and analytics tool that presents a dashboard of service statistics. It includes over 130 connectors to call centre technology and cloud technology out of the box that can be connected to your organisations BI tools.


Product overview

In an increasingly globalised world, organisations are exposed to more risks, lower margins and greater competition than ever before. In order to survive in such a competitive economy, businesses need to stay relevant.

The growing market of Data Analytics outsourcing tells us that more companies are investing in data analytics to transform their data into actionable insights to gain a competitive edge.

Data Analytics forms the backbone of business intelligence. It enables benchmarking, accurate reporting, KPI tracking and insights into consumer behaviour, allowing you to stay ahead of your competition.

Customer Experience Intelligence as a Service (CXIaaS) from UCA is a scalable & agile platform that delivers real-time Contact Centre data directly to your desktop in powerful, fully customisable dashboards.

Product benefits

The differentiators of CXiaaS are critical to the contact centre to act on customer and team needs in a timely way.

Real Time Data

A lean technology that is able to rapidly collect, transform, store in a database and present data in near real-time (1-3 seconds).

Centralised Data

Connect to over 130 connectors including specialised connectors for Genesys, Avaya, AWS and more.

Centralise the data to a single database that can be accessed by the company BI tools.

Easy & Accurate

Transformation of data to a data dictionary and industry standards allows you to ensure your data is accurate and consistent between systems.

Standard templated dashboards are provided out of the box. Dashboards are easy to use, drill in and out of and change for the business.

Actionable Insights

Able to integrate with the latest call centre solutions such as Robotic Process Automation, AI & Predictive Analytics as well as consulting dashboards to trigger real-time insights, next best action and to take that action.

Our services

Quick Start

Project management, technical and change services starter pack to install, configure and train the solution.

Professional Services

Professional services to tailor the solution such as customised dashboards or specific configuration needs.


Local developers ready to build new connectors or specialist product solutions.


CXIaaS users have access to our knowledge base and local support team to manage any software faults. 


Platform and data supported

CXIaaS supports a wide variety of core UC platforms as well as additional data sources to provide a single view of your data. This allows a centralised view of multiple phone, corporate and service systems important for migrations and management.

Genesys Cloud

CXiaaS custom-built Genesys Cloud integration application provides powerful and informative analytics from your Genesys Cloud Deployment. 

Avaya Aura

CXiaaS customer-built Avaya integrates with Avaya Aura and provides extensive analytical insights beyond the standard CMS or report suite.

Amazon Connect

CXiaaS custom-built Amazon application collects and transforms data from Amazon Connect providing superior presentation and insights. 

130+ data connectors out of the box

Cloud-based deployment allows rapid deployment and freedom from the management of your own data centre infrastructure. Hosted securely in AWS Australia, UCA maintains your data in a secured database infrastructure that is connected to CXI as a Service.

As a Service

Cloud-based deployment allows rapid deployment and freedom from the management of your own data centre infrastructure.   Hosted securely in AWS Australia, it maintains your data in our penetration tested secured database infrastructure that is connected to CXI as a Service reporting tool.

Data available to your BI tools

All data is made available to your business intelligence tools such as Tableau, Splunk, Microsoft BI and many more. Allowing you to create rich historical data reports rapidly.

BI platform features


Drill down

Drill down data in a widget to see granular details through hierarchical nested column grouping


Enhanced sorting of data across values / widgets as needed


Calculated measures allow dynamic data insights driven from expression formulas

Filter data

Filter data in a widget at runtime based on a selection in the master widget. Also, perform hierarchical filtering through filter relationships between multiple master widgets

Drill through

Explore the raw data behind a calculated metric value showcased in a widget to understand the value’s pattern behind the scenes

Custom tooltips

Define metrics / text to display in tooltips at runtime on any visualisation widgets

Responsive layouts

The UI is responsive that adapts to any standard screen size and orientation when seen on desktops, mobile devices, and tablets

Easy user management

Users can be easily organised into groups which helps to accurately map the structure of small and large organisations

Reporting widget

CXIaaS leverages widgets to present data as actionable information to end users. This makes it easy to build a dashboard by dragging and dropping widgets onto the dashboard for your preferred visualisation of data.   

Widgets include target setting, historical comparisons and triggers such as colour codes for missed metrics, allowing for easy visualisation and action.


A selection of our clients who enjoy
the real time insights we provide to
deliver world leading services.

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