Contact Center for Microsoft Teams

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Turn Microsoft Teams into a Contact Center

Transform Microsoft Teams into the heart of a smarter, seamless Contact Center. With Imagicle Contact Center solutions, you get native integration, AI-powered features, and Teams-certified reliability all in one unified experience. Improve visibility, streamline routing, and boost collaboration while delivering service that makes customers smile.

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Voice and Digital Contact Center for Microsoft Teams that simply works.

Smart routing

Whether you innovate through AI-powered routing or start simple with traditional IVRs, customers will always be directed to the contact they’re looking for on both digital and voice channels. When communications come in, agents have visibility on queued calls, served and missed calls/chat counters, logged in colleagues and their statuses, and more on their workspace.

Bult-in AI assistance

Boost first contact resolution with AI voice and chat agents powered by leading LLMs. They self-learn from your knowledge bases to handle increasingly more complex queries, including FAQs, support tickets, appointments, and more, escalating to humans when needed. They also assist agents with real-time suggestions and best practices.

No code flow editor

Leverage a drag & drop visual editor to implement your AI voice and chat flows: create and update them in a click, connect them to any channel you choose (voice, website chat, WhatsApp, Telegram, and more), integrate them with your CRM/ERP/any relevant existing system for centralized information, test them with a live testing tool in 6 languages.

Omnichannel workspace

Voice and chat are unified on a platform agents can use anywhere. They can log in/out of queues, view caller details, answer, transfer (blind or consult), park, retrieve calls, manage multi-channel chats with one click. Call, chat status and wrap-up time are easily updated. They can leverage AI help, leave notes for colleagues and see their real-time MS Teams and Calendar statuses.

Real-time monitoring

Supervisors have a real-time dashboard monitoring agent, queues, and call performances. This includes served, waiting, overflow and abandoned calls, waiting times, call duration, aggregated or by single agent. They can force an agent in or out of queues and see who’s on call, paused, or logged out, enabling quick action.

Compliance Recording

Directly from Microsoft Teams or their workspace, agents can start, pause, resume, and stop voice and screen recording. On their Microsoft Teams client, they can browse, download, replay, delete recordings with ease. All in full compliance with worldwide privacy and security regulations (GDPR, HIPAA, PCI-DSS, MiFID II and more).

AI Voice and Sentiment Analysis

Recorded calls are transcribed and analyzed through AI sentiment analysis for an at-a-glance view of performances and identify agents who need coaching. Supervisors have access to an aggregated performance dashboard or they can filter conversations by tag, agent, group, and more, and receive personalized alarms when a specific word is spoken.

Any PSTN Option

Operator Connect, Direct Routing, Microsoft Calling Plans - whichever you believe is best for your business, Imagicle Contact Center for Microsoft Teams is ready to support your environment with no limitations to features or performances. Every solution integrates natively with MS Teams and interoperates for the best experience.

Ecosystem integrations

We go beyond calling platform integration: Imagicle integrates with your CRM/ERP systems (MS Dynamics, Salesforce, and more), enabling centralized information and screen pop ups upon specific events. Entra ID for single sign-on and user sync, Microsoft Calendar for presence status, and AI agents can sync with your knowledge bases for up to date information.

Smart routing

Bult-in AI assistance

No code flow editor

Omnichannel workspace

Real-time monitoring

Compliance Recording

AI Voice and Sentiment Analysis

Any PSTN Option

Ecosystem integrations

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Microsoft Teams Contact Center for every user.

For Customers

For Agents

For Supervisors

For Admins

A Microsoft Teams Contact Center for customers’ delight.

Customers today demand immediacy, speed, ease of use. They won’t wait on the phone to receive support or information. With our Contact Center for Microsoft Teams, you’ll create an experience they’ll remember, secure a positive first impression, and make sure they come back for more. They’ll contact you through the channel they‘re most comfortable with (voice or digital), be greeted by human-like AI ready to help them 24/7, reach the most knowledgeable agent in a second if they ask to - a perfect combination of self-service and human support that doesn’t keep them waiting and really delivers.

Full control. Zero Clutter.

Imagicle equips frontline and advanced agents with all the power they need without the clutter: everything they need is in one, clean interface where calls and chats flow with ease. Chats from different channels are collected in one place showing active calls as well, no need to jump between tools or tabs. Full visibility into customer context and teams status fosters team work and fast communications. AI as a first point contact filters repetitive interactions, leaving space for meaningful connections. Real-time AI suggestions features allow confident decisions, fast. And since AI learns from various knowledge bases and resyncs automatically, every time they update information AI follows. Imagicle Contact Center for Microsoft Teams is built for the heavy lifters, so they can move fast, stay sharp, and deliver top-tier support with ease.

Find data fast. Focus on what matters. Halve decision-making time.

On a day-to-day basis, it’s cutting the noise that enables supervisors to orchestrate processes, keep the team productive and the service optimal. On their workspace, they have real-time dashboards usable as wallboards that optimize decision-making, spacing from live agent performance to call transcriptions and AI analysis, complete with alerts upon specific events. In short, a complete and up-to-date control of agents, queues, and conversations to intervene in the event of a disruption, identify agents who need coaching, understand which team needs assistant in the moment, use events from the field to pinpoint successful approaches and improvements to be made. Plus, a full set of historical reports ready to use and to read. Solutions are easy to set up and modify, in-office and remotely, allowing them to manage any service without IT.

Leave the headache for another day.

Implementing and upkeeping a Microsoft Teams Contact Center through Imagicle entails the ease of use admins need to to relax, knowing it just works. The first step, integration with Microsoft Teams, is effortlessly guided by Imagicle experts. After that, all solutions are no-code and managed through a single, intuitive portal, simplifying integration with calling platforms, business apps, identity providers, and more. With such simplicity, updates are seamless, users stay productive without constantly turning to IT for help, and admins can assign granular permissions and delegate the administration of specific services.

Certified to work with Microsoft Teams

Imagicle has officially passed the Microsoft 365 Privacy & Security and Contact Center certification programs, proving the rigorous quality and compliance standards we uphold.

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Read before you leave

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Are my communications safe in the Cloud? Imagicle Cloud Security Brochure

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All resources

Your Microsoft Teams Contact Center awaits.

Book a consultation with an Imagicle expert - you’ll be amazed at how easy it will be to implement your new contact center solutions.

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Pick the perfect one plan for you.

ADVANCED 1

Voice + Rec

A dedicated omnichannel agent workspace making it easier to welcome customers through voice, with compliance call recording and supervisor features.

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Inbound Voice
Agent workspace
Supervisor workspace
Compliance Call Recording
Imagicle support

ADVANCED 2

Omni + Virtual + Rec

Blend human and virtual together with a dedicated, offer optimized for human-to-human omnichannel interactions and digital self-service automations.

Inbound Voice
Agent workspace
Supervisor workspace
Compliance Call Recording
800 digital conversations
Virtual Agents – Chat bots
Digital channels: Web, Email, SMS
Social channels: WhatsApp, Messenger, Telegram
Imagicle support

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Blog

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Blog

Are my communications safe in the Cloud? Imagicle Cloud Security Brochure

Are my communications safe in the Cloud? Imagicle Cloud Security Brochure

Are your communications safe in the Cloud? If you choose Imagicle, the answer is yes. Discover why.

Event Blog

A complete Cloud Suite from Imagicle enhancing your Webex Calling experience.

A complete Cloud Suite from Imagicle enhancing your Webex Calling experience.

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Products Blog

Call Analytics for Microsoft Teams. An even more powerful integration.

Call Analytics for Microsoft Teams. An even more powerful integration.

Imagicle Call Analytics can now monitor external calls in both Direct Routing and Operator Connect modes. Discover more.

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Any questions?

Can Microsoft Teams be a Contact Center on its own?

It can be – if empowered with Imagicle’s integrations. Microsoft Teams provides basic calling, queue, and IVR features, but lacks advanced functionalities to rationalize and unify contact center agents’ and supervisors’ daily job.

How long will it take for my Microsoft Teams Contact Center to be up and running?

After proper consultation, the Imagicle Advanced Services team will take 1 day for onboarding, and you can book additional remote training with them if you need to. On your entire journey, you’ll be backed up by not only a 9.8 support service, but an army of Imagicle people ready to assist you from customer success, to sales, to technical teams.

How will I know if my customers are happy with the new solution?

Imagicle Contact Center has all the features you need to assess CSAT. All calls you need are recorded, transcribed and rationalized with sentiment analysis, giving you an overall view of their mood during conversations. The live monitoring dashboard will tell you all about missed interactions, waiting times, and more, giving you a way to adjust performances. AI will ensure no downtimes and eliminate the concept of office hours, keeping communications active 24/7.

Is Imagicle Contact Center compliant with privacy regulations?

Yes. All our solutions strictly follow GDPR and HIPAA guidelines, and even sector-specific rules such as MiFID II and PCI-DSS. Plus, the company is ISO-27001 certified. Features to sustain this are role-based access, audit trail, flexible data retention policies, encryption at rest and at access, and more. Refer to the Imagicle Compliance Policy to know more.

What pricing plans are available for Imagicle Contact Center for Microsoft Teams?

For info on pricing, we invite you to contact our sales team. Take a look at the available selling plans on our Plans tab.