Turn Microsoft Teams into a Contact Center

86% of buyers are willing to pay more for a great customer experience¹. The more reachable, fast, and available you are, the more customers will come back for more. Especially if you allow them to speak to you on the channels they love most.

We’re talking about omnichannel experiences, digitization, round-the-clock services, no waiting times, personalized communication, uncluttered problem solving. And if you’re using Microsoft Teams, you might be wondering: how do I achieve this within my platform?

The question has a simple answer: Imagicle Contact Center, turning your Microsoft Teams into a Contact Center with native integrations, AI-powered features, and Teams-certified reliability all in one unified experience.  

Shall we dive in?

Why Choose Imagicle’s Contact Center for Microsoft Teams?

Features

Imagicle’s solutions have been natively integrated with Microsoft Teams for years, ensuring an experience that enhances visibility, streamlines routing, and boosts collaboration. We’ve always worked with a simple goal: complement and exalt Microsoft Teams’ native features to supercharge into a full communication hub.

Today, not only can we elevate it from calling platform to contact center, but we can do so through a complete improvement of customer and employee experience that doesn’t disrupt agents’ habits. 

Experience

Imagicle’s not new to the game of Microsoft Teams Contact Center. We’ve been playing in the field for 15+ years, achieved a Microsoft Gold Partner status and we’re Amazon Web Services Select Partner – meaning you can rely on the security of a leading Cloud provider.

Last, but least, our Contact Center for Microsoft Teams is certified to work with Microsoft Teams: we passed the Microsoft 365 Privacy & Security and Contact Center certification programs, proving the rigorous quality and compliance standards we uphold.

One Platform

Imagicle offers a unified portal that brings together your AI, UC, digital, and collaboration services into a single, seamless experience. Designed for both admins and users, it ensures streamlined access, centralized support, and a consistent interface, making it easier to manage and optimize your contact center with one trusted partner.

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Start supercharging your Microsoft Teams

Book a call with us and discover what Imagicle can do for you.

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Key Features to Optimize Your Contact Center within Microsoft Teams

Omnichannel – One Workspace to Rule Them All

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.

The game-changer? You’re not jumping between seventeen different windows anymore. Everything you need – customer history, queue status, agent availability – lives right in Teams, where you’re already spending half your day.

Smart Routing – Enough Testing Customers’ Patience

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 and chat counters, logged in colleagues, and more on their workspace.

Bult-in AI assistance – When Robots Learn to Care

Through our AI voice agents and AI chat agents, boosting first contact resolution is a breeze. 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 during customer interactions.

The results? Round-the-clock, human-like service that delights customers and knows when to step aside, handing over the conversation when a huma touch is needed. They ensure zero waiting times on both voice and chat and become smarter by the day thanks to real life scenarios and your own internal resources.

Visual Editor – The Magic of No-Code AI Routing

A drag & drop visual editor allows 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, and test them with a live testing tool in 6 languages.

Think of it as building with digital Legos – connecting blocks to create something amazing, no engineering degree required!

Real-time monitoring – The Supervisor’s Dream Kit

Remember when “supervision” meant someone hovering over your shoulder? Not anymore.

On their workspace, supervisors 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.

Compliance Recording – Security That Doesn’t Mess Around

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). And about security – have I already mentioned Imagicle is ISO 27001 certified?

AI Voice and Sentiment Analysis – Mind-Reading Not Required

Remember trying to guess if a customer was satisfied? Those days are over too.

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.

TL;DR: Imagicle Contact Center for Microsoft Teams isn’t just another contact center bolt-on. It’s a full-blown, certified, AI-powered transformation for your business conversations and customer service. You get smarter routing, seamless agent tools, deep security and worldwide compliance, and omnichannel smarts, all fully integrated with Microsoft Teams and ready to roll in about a day.

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Let’s chat about it!

We’re eager to analyze your use case and get your contact center up and running in no time.

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¹https://www.superoffice.com/blog/customer-experience-statistics