Xima Contact Centre Software
Xima adds full contact centre routing, reporting, call recording and AI call analysis to the phone system you already run, including 3CX. West Pier Technologies supplies, deploys and supports Xima for organisations across the UK.
What is Xima?
Xima is contact centre software (CCaaS) that layers onto an existing phone system rather than replacing it. It provides skills based routing, queue callback, enhanced IVR, call recording, real time wallboards, cradle to grave reporting and AI speech analytics across voice, web chat, email and SMS. Xima licences are sold per user in three tiers, Essentials, Professional and Elite, with call recording and wallboards included on every tier and the AI capability built into Elite.
What Xima does
Most phone systems tell you how many calls came in. Xima tells you what happened on them, who handled them, where they were lost and what to do about it. That gap is why teams running a service desk, a bookings line or a busy switchboard end up buying it.
Routing and queueing
Skills based routing, queue callback, automated callback for abandoned calls, availability tiers, overflow rules and limits on how many callers can wait before the queue reroutes.
Enhanced IVR
Time of day, holiday and emergency routing, area code routing and database driven routing that looks a caller up before deciding where to send them.
Cradle to grave reporting
Follow one call through every ring, queue, transfer, hold and hangup. When a customer says nobody rang them back, you can show precisely what happened.
Real time wallboards
Custom dashboards showing live queues, agent state, longest wait and service level, on an office screen or in a browser for staff working from home. Included on every licence tier.
Call recording and compliance
Recording is included on every licence tier, with encryption, retention policies, access control, manual pause and PCI support, plus the ability to download, email or share a recording when a dispute needs settling.
Web chat, email and SMS
Digital channels use the same skills based routing, canned responses, wallboards and reporting as voice. A chat can be turned into a call or an SMS without losing the thread.
CRM and patient record integration
Screen pop the caller record, click to dial, automatic activity logging and caller preview, so agents open a call already knowing who is on the other end.
Microsoft Teams
Two way presence between Teams and the contact centre, an embedded Teams client and single sign on, so back office staff and agents can see each other.
Scheduled and custom reports
Build the reports you actually need with the custom report wizard, then schedule them to land in the right inbox so nobody is rebuilding spreadsheets by hand on a Monday.
Xima AI features
Manual quality assurance only ever covers a sample. A supervisor listens to a handful of calls per agent per month, scores them by hand and hopes that sample represents reality. Xima's Elite tier replaces that with AI that processes every interaction automatically.
Every interaction scored against the same rubric, not a monthly spot check.
Evaluations complete almost immediately rather than landing in a Monday report.
Manual scoring effort collapses, so supervisors coach instead of filling spreadsheets.
2,880 minutes per agent per month with Elite, with extra blocks available.
Speech analytics
Every call becomes structured, searchable text. Xima transcribes the interaction, scores sentiment, writes a summary note and flags the topics you told it to watch for. This is built into the Elite tier rather than sold separately.
- Full transcription. Every voice interaction transcribed and searchable, in multiple languages rather than English only.
- Sentiment scoring. Emotional tone tracked across calls and agents, surfacing frustration patterns and coaching moments.
- AI summary notes. An auto generated wrap up written into the system after every call, so agents skip manual note taking.
- Custom topic detection. Define what matters, from cancellation intent to competitor mentions, and detected topics flow through as disposition codes.
- Keyword and phrase alerts. Set the exact language you want flagged, such as compliance wording, refund requests or escalation cues.
- Sentiment wallboards. Live sentiment values on supervisor screens, not just in retrospective reporting.
Automated quality assurance
AI scores every interaction against evaluation templates you build, roughly a minute after the call ends. Managers approve or correct the scores and that feedback trains the model to your standards rather than a vendor default.
- Your scorecards. Different templates by queue, skill, campaign or call direction.
- Your criteria. Score on greetings, empathy, disclosures, upsell attempts or compliance language.
- Consistent scoring. Every agent measured against the same rubric, which ends the argument about one supervisor marking harder than another.
- Drill down. Segment evaluations by duration, skill, agent or direction to spot outliers and coach the pattern.
- Compliance at scale. Missing disclosures and prohibited language detected automatically across all volume.
- Faster onboarding. New starters get objective feedback on every call from day one instead of waiting for a review cycle.
AI Insights
Most AI tells you what happened. AI Insights tells you what to do about it. It watches the whole contact centre continuously, flags what is changing and recommends a specific fix, often a capability already sitting unused in your licence.
- Pattern detection. Abandonment spikes, volume shifts, sentiment dips and performance outliers flagged before they turn into a crisis.
- Named fixes. Not just a problem statement, but the action, such as enabling queue callback or adjusting staffing on a given hour.
- Unused capability. Surfaces features you own but have not switched on, so you get more from the licence without buying anything.
- Coaching trends. Paired with automated QA to show whether scores are actually improving over time rather than snapshotting a single month.
AI messaging bot
Customers message at two in the morning on a Sunday. The bot answers. It runs on a large language model trained on your own documents and web content, and hands over to a live agent with the full conversation preserved when a human is needed.
- Three channels. One bot configuration covers SMS, web chat and WhatsApp with consistent answers across all of them.
- Your content. Knowledge bases built from your product docs, FAQs, policies and support articles, so answers stay on brand.
- Bot profiles. A name, persona and scope per profile, so sales, support and after hours coverage can behave differently.
- Clean handoff. The customer never re-explains themselves when the conversation reaches a person.
- Full visibility. Bot conversations report into the same platform as live agent interactions, so supervisors see every touchpoint.
Xima licence tiers
Every deployment starts with a core licence per user. The tier sets what the platform can do, and add-ons extend it from there. Call recording and real time wallboards are included on all three tiers rather than sold on top.
| Tier | Best for | What it includes |
|---|---|---|
| Essentials | Voice only teams coming off a legacy phone system or fixing a poor queue experience | Skills based routing, queue callback, IVR and auto attendant, call recording, real time wallboards, historical reporting, CRM and Microsoft Teams integration |
| Professional | Teams handling more than voice, or needing broader supervisor tooling | Everything in Essentials, plus web chat, email and SMS, omnichannel historical reporting and expanded supervisor tools across channels |
| Elite | Contact centres that want AI analysis built in rather than bolted on | Everything in Professional, plus AI transcription and speech analytics, automated QA scoring, AI Insights and 2,880 transcription minutes per agent per month |
Add-ons
Workforce optimisation
Screen recording on top of the call recording already included, manual quality scorecards, supervisor and agent dashboards, eCoaching and gamification.
Workforce management
Forecasting across voice, email, SMS and chat, scheduling, schedule adherence, a company WFM dashboard and payroll reporting.
Xima Dialer
Power and predictive outbound dialling, voicemail detection, campaign reporting and post call surveys. Built for collections, appointment reminders and outbound sales.
Call scripting
A scripting tool with an agent knowledge base, plus an AI training simulator for rehearsing calls before agents take live ones.
Extra transcription minutes
Additional blocks on top of the allowance included with Elite, for teams whose call volume runs past the standard baseline.
Licences are per user, with implementation quoted alongside them as a one off. Ask us for a quote and we will scope it against your agent numbers and the platform you are on.
Xima and 3CX
3CX is a capable phone system and it has built in call queues. What it does not have is deep contact centre reporting, genuinely customisable wallboards or flexible queue callback. Teams hit that ceiling once call volumes grow, or once somebody starts asking for numbers the built in reports cannot produce.
Xima was built for exactly that gap. It registers against 3CX as SIP extensions and layers routing, reporting, recording and AI analysis over the top. Your 3CX system stays in place, your numbers stay where they are and your handsets keep working.
Enterprise contact centre platforms solve the same problem at a much higher cost per agent, and usually want you to replace the phone system to do it. Adding Xima to 3CX gets you to the same outcome without that.
West Pier is a 3CX partner and handles both sides, so the phone system and the contact centre layer are configured together rather than by two suppliers pointing at each other.
Not on 3CX?
Xima is not tied to one platform. It also works with Microsoft Teams, Avaya Cloud Office, 8x8 and other UC systems, so the same reporting, recording and AI layer can sit on whatever you already run. Tell us what your current setup is and we will confirm what integrates before you spend any time on it.
What Xima adds to 3CX
- Cradle to grave call history
- Custom real time wallboards
- Configurable queue callback
- Skills based routing driven by IVR and CRM data
- Call recording with retention policies
- AI transcription, sentiment and automated QA
- Web chat, email and SMS under the same queue logic
| Product | Xima contact centre software (CCaaS) |
|---|---|
| Works with | 3CX, plus Microsoft Teams, Avaya Cloud Office, 8x8 and other UC platforms |
| Channels | Voice, web chat, email, SMS and WhatsApp |
| Licence tiers | Essentials, Professional and Elite, sold per user |
| Included on every tier | Call recording and real time wallboards |
| AI capability | Transcription, sentiment analysis, custom topic detection, automated QA scoring, AI Insights |
| Deployment | Cloud, with no change needed to handsets or numbers in most cases |
| Supplied and supported by | West Pier Technologies, UK wide, with 24/7 support contracts |
| Contact | 0344 264 5522 |
Who Xima suits
Xima fits organisations running roughly five to seventy five agents, where a small team handles a large volume of calls and somebody above them has to prove what happened. Below that size the reporting rarely pays for itself. Well above it, the scoping conversation changes.
Healthcare
Patient access and appointment lines where an abandoned call becomes a missed appointment. Queue callback, recording and wait time reporting make the problem measurable.
Education
Absence lines, admissions and parent enquiries that spike at fixed points in the day and the year. Reporting shows where reception needs cover before term starts.
Public sector
Contact handling where call records and service level evidence are part of the job rather than a nice to have.
Financial services
Member service queues and collections, where recording for compliance and agent accountability carry as much weight as speed of answer.
Logistics and distribution
Dispatch coordination, driver check ins and shipment status calls, where real time queue management keeps the day moving.
Legal and professional services
Lead response speed and activity tracking, where a missed call is an enquiry that goes to the firm down the road.
Xima: common questions
Does Xima work with 3CX?
Yes. Xima integrates with 3CX and adds contact centre reporting, real time wallboards, skills based routing, queue callback, recording and AI analytics. Your 3CX system, numbers and handsets stay as they are.
Do we have to replace our phone system to use Xima?
No. Xima layers on top of an existing platform. It integrates with 3CX, and also works with Microsoft Teams, Avaya Cloud Office, 8x8 and other UC platforms, so in most cases you keep the phone system you already have. If you are unsure whether your current setup is supported, tell us what you run and we will check.
What are the Xima licence tiers?
There are three core tiers sold per user. Essentials covers voice with skills based routing, IVR, call recording, real time wallboards and historical reporting. Professional adds web chat, email and SMS with omnichannel reporting and expanded supervisor tools. Elite adds AI transcription, speech analytics, automated QA scoring and AI Insights. Add-ons cover workforce optimisation, workforce management, outbound dialling and call scripting.
What AI features does Xima include?
Xima's Elite tier includes speech to text transcription in multiple languages, sentiment scoring, AI summary notes, custom topic and keyword detection, and automated QA that scores every interaction about a minute after the call ends. AI Insights watches the whole operation and recommends specific fixes. An LLM powered messaging bot for SMS, web chat and WhatsApp is also available.
How much AI transcription is included?
Elite includes 2,880 transcription minutes per agent per month, which works out at 48 hours. Additional minutes are sold in blocks for teams whose call volume runs beyond that.
How is Xima different from the reporting built into 3CX?
The reporting built into 3CX covers basic queue statistics. Xima adds cradle to grave call history, custom report building, scheduled reporting, configurable wallboards, call recording and AI call analysis, which is what most teams find missing once volumes grow.
Is call recording included or an extra?
Included, on every licence tier. Recording comes with encryption, retention policies, user access control and manual pause, and supports PCI requirements. The workforce optimisation add-on layers screen recording on top of the audio for teams that need to see what the agent was doing as well as hear it.
Can Xima handle web chat and email as well as calls?
Yes, from the Professional tier upwards. Voice, web chat, email and SMS are handled in one agent interface with the same routing rules, wallboards and reporting applied across every channel.
How long does a Xima deployment take?
Weeks rather than months, since there is no hardware to install. The time goes into agreeing queues, routing, agent skills, integrations and the reports you want, plus training for admins and supervisors.
Can we see Xima before we commit?
Yes. We run a demo against your own call flows so you can see how your queues, wallboards and reporting would actually look. Request a demo and we will get back to you.
Talk to a Xima specialist
Tell us your phone system and roughly how many agents you have, and we will come back with a straight answer on whether Xima fits. We will only use your details to respond to your enquiry. See our Privacy Policy.
Add a contact centre without replacing your phone system
Speak to West Pier Technologies about Xima contact centre software, 3CX integration and AI call analytics for your team.