Do we have to replace our phone system?

No. XIMA sits on top of your existing UC XCEL (BroadWorks) or Microsoft Teams environment. Your agents continue using the same phones and devices.

What channels does XIMA support?

Voice, web chat, email, SMS, and social media — all managed from a single agent interface.

Can we start with voice only?

Yes. Start with what you need today and enable additional channels when ready. There is no obligation to use every channel from day one.

Does XIMA work with our CRM?

XIMA integrates with 300+ applications including Salesforce, HubSpot, Zendesk, and Zoho. We will confirm compatibility during discovery.

How long does deployment take?

Most XIMA deployments are completed within a few weeks. The exact timeline depends on the number of queues, channels, and integrations required.

Is XIMA suitable for large teams?

Yes. XIMA scales from small teams of 10 agents through to multi-site operations with 500+ agents. Licensing is flexible and grows with your business.

Omnichannel Contact Centre

Every Channel, One Platform

Cloud contact centre that works alongside your existing phone system or Microsoft Teams. Full omnichannel, AI-powered analytics, and 300+ integrations — without replacing your infrastructure.

Book a Demo Compare Solutions

Voice

Chat

Email

SMS

Social

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Integrations

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Channels Unified

0%

Uptime

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Agents Supported

All Channels, One Queue

Omnichannel from Day One

Every customer channel feeds into a single queue. Agents see voice, chat, email, SMS, and social in one interface — no app switching.

Voice

Web Chat

Email

SMS

Social

Voice

Inbound & outbound calling with IVR, queue callback, and skills-based routing

Web Chat

Live chat from your website routed to available agents with conversation history

Email

Queued and routed alongside voice — full visibility for supervisors

SMS

Two-way text conversations managed in the same agent interface

Social

Facebook and other social channels brought into one unified queue

No Rip & Replace

Works with Your Existing Platform

XIMA layers on top of what you already have. No complex migration, no system replacement.

Platform 1

UC XCEL (BroadWorks)

XIMA integrates natively with Cisco BroadWorks. Agents keep using the phones and devices they know — XIMA adds the contact centre layer on top.

Native BroadWorks integration — no middleware
Agents stay on existing handsets and softphones
Queue management overlays existing hunt groups
Supervisor monitoring via BroadWorks call control

Platform 2

Microsoft Teams

XIMA connects directly to Microsoft Teams. Bring omnichannel contact centre features into your existing Teams environment.

Direct integration with Teams calling
Agent presence syncs with Teams status
Calls route through Teams infrastructure
Works alongside Operator Connect or Direct Routing

Works with both platforms simultaneously — run UC XCEL and Teams agents in the same contact centre.

AI-Powered

Built-In AI & Analytics

Every interaction is analysed in real time. Speech analytics, sentiment tracking, and trend analysis are included — not add-ons.

Speech Analytics

Transcribe and analyse every call automatically. Identify trends, compliance issues, and coaching opportunities.

Sentiment Tracking

Real-time sentiment analysis across all channels. Detect frustrated customers before they escalate.

Keyword Detection

Flag calls and chats that mention specific products, competitors, or compliance-sensitive phrases.

AI Call Summaries

Automatic post-call summaries with key topics, action items, and follow-up recommendations.

Trend Analysis

Visualise patterns across days, weeks, and months. Spot emerging issues before they become problems.

Before & After

Basic Call Queues vs XIMA Omnichannel

See the difference between a basic call queue setup and a full XIMA omnichannel contact centre.

Basic Call Queues

Voice-only — no chat, email, SMS, or social channels

No skills-based routing — calls go to any available agent

No real-time dashboards or wallboards

No AI analytics, sentiment tracking, or call summaries

No CRM integration — agents switch between systems

No queue callback — customers wait on hold

Limited reporting — basic call logs only

No quality management tools for supervisors

With XIMA

Full omnichannel — voice, chat, email, SMS, and social in one queue

Skills-based routing sends each interaction to the right agent

Real-time dashboards and TV wallboards for supervisors

AI-powered analytics with sentiment tracking and call summaries

300+ CRM integrations — screen pops and click-to-call

Queue callback so customers are not stuck on hold

Comprehensive historical reporting with scheduled exports

Quality management with evaluation forms and coaching tools

Feature Overview

Platform Capabilities

Routing

Skills-based routing, priority rules, overflow, queue callback, IVR and self-service

Real-Time Dashboards

Agent status, queue depths, wait times, service levels, live call monitoring, TV wallboards

Historical Reporting

Call volumes, wait time, abandonment rates, first call resolution, scheduled reports

AI & Analytics

Speech analytics, sentiment tracking, keyword detection, AI call summaries, trend analysis

Quality Management

Evaluation forms, calibration, coaching notes, agent performance targets, recording search

300+ Integrations

Salesforce, HubSpot, Zendesk, Zoho, Microsoft 365, workforce management, custom APIs

300+ Integrations

Connects to Everything

XIMA integrates with the tools your team already uses — CRM, helpdesk, workforce management, and more.

Salesforce

HubSpot

Zendesk

Zoho

Microsoft 365

ServiceNow

Dynamics 365

Slack

Salesforce

Screen pops, click-to-call, automatic call logging

HubSpot

Contact sync, deal tracking, activity feeds

Zendesk

Ticket creation, customer context, omnichannel routing

Zoho

CRM integration, workflow automation, analytics

Microsoft 365

Calendar, presence, directory sync, Teams

ServiceNow

Incident creation, CMDB lookup, workflow triggers

Dynamics 365

Customer context, case management, AI insights

Slack

Notifications, escalations, team collaboration

Getting Started

How We Deploy XIMA

PCONNECT manages the entire process from discovery to go-live and ongoing support.

Step 1

Discovery

We assess your current environment and contact centre requirements.

Step 2

Configuration

XIMA is configured to work with your UC XCEL or Teams setup.

Step 3

Agent Onboarding

Agents continue using the tools they already know with guided training.

Step 4

Go-Live

Your new contact centre capability is activated with minimal disruption.

Step 5

Ongoing Support

PCONNECT provides local Australian support post-deployment.

1

Discovery

We assess your current environment and contact centre requirements.

2

Configuration

XIMA is configured to work with your UC XCEL or Teams setup.

3

Agent Onboarding

Agents continue using the tools they already know with guided training.

4

Go-Live

Your new contact centre capability is activated with minimal disruption.

5

Ongoing Support

PCONNECT provides local Australian support post-deployment.

Best Fit

Who It's For

UC XCEL (BroadWorks) environments needing a contact centre layer

Microsoft Teams environments that need structured routing and queuing

Organisations with 10 to 500+ agents across one or more sites

Teams that want to start with voice and add channels over time

Companies requiring CRM integration with Salesforce, HubSpot, Zendesk, or others

FAQ

Frequently Asked Questions

Ready to Talk?

Contact PCONNECT to arrange a demonstration and discuss your contact centre requirements.

Get in Touch 1300 049 211