AI-enhanced Imagicle apps for Microsoft Teams: a complete whitepaper

Summary

This document presents the Imagicle UCX Platform as a comprehensive suite of applications and services designed to enhance and extend the native capabilities of Microsoft Teams. It addresses a wide range of communication and compliance needs through certified integrations that focus on usability, scalability, and control.

Key apps include advanced call handling via the Attendant Console, omnichannel customer engagement tools, compliance-grade call recording with voice analytics, and automated digital and voice agents. The platform also provides robust reporting through call analytics and integrates essential tools like digital faxing, all accessible directly within the Teams environment.

In addition to functional enhancements, the document outlines the platform’s focus on operational efficiency, security, and ease of deployment, highlighting features such as Entra ID synchronization, single sign-on, and official Microsoft certifications.

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Cavell forecasts that by 2028, telephony-enabled users across Microsoft Teams, Webex Calling, and Zoom Phone will exceed 100 million, underscoring significant growth in the UCaaS market¹. Dominated by these three platforms, the market reflects a shift towards digital communication tools, driven by the demand for flexible solutions.

Microsoft Teams is at the forefront of this UCaaS market growth. The platform currently supports over 20 million Teams Phone PSTN users, underscoring its widespread adoption. In a benchmark report by GigaOm™, Microsoft was rated the top vendor for ease of use, call clarity, and call quality.

Additionally, Microsoft Teams was named a UCaaS Leader in the 2024 Gartner® Magic Quadrant™ Report, reinforcing its leadership position in the industry. It also became the first major UCaaS solution to add generative AI capabilities to phone calls, setting a new standard for innovation in enterprise communications.

Why is Microsoft Teams so successful?

• Vendor consolidation: Teams combines communication and collaboration within a single app, streamlining workflows.
• Platform consolidation: Built on the existing Microsoft 365 cloud infrastructure, it simplifies administration and management.
• Simplicity: A unified management portal reduces the need for specialized IT skills and resources, leading to up to 45% savings in Total Cost of Ownership (TCO).
• Business value and cost efficiency: A Forrester Consulting study found that Teams Phone offers a 143% return on investment, with a payback period of less than six months after deployment.

Microsoft Teams is used by organizations of all sizes, from startups to enterprises. According to Enlyft data, 26% of Teams users are from small companies with fewer than 50 employees, 47% from mid-sized organizations, and 27% from enterprises with over 1,000 employees.

As a result, their communication needs range from basic voice services to more advanced call management capabilities, including IVR, call analytics, compliance recording, and AI-driven automation.

Related Content

• Why Microsoft Teams is so successful and how Imagicle completes it
• Turn Microsoft Teams into a Contact Center
• Microsoft Teams Contact Center: 5 reasons why it needs AI

Why Choose Imagicle for Microsoft Teams?

Imagicle enhances the Microsoft Teams environment by extending native functionalities and enabling richer, more professional communication experiences for both users and customers. It unlocks the full potential of Teams with certified, integrated applications that address real business challenges.

Here’s how Imagicle compares to Microsoft Teams’ native capabilities:

Feature	Native Teams Capabilities	Imagicle Value
Attendant Console	Certified ACS-based IVR/ACD, Basic Call Queues and AA	Advanced call management with full reporting
Contact Center	Optional via Dynamics 365	Certified omnichannel contact center
Virtual Agents	Optional via Dynamics 365	Voice and digital virtual agents
Virtual Receptionist	Basic voice-activated auto attendant	Conversational voice AA and smart FAQ handling
Call Recording	Convenience recording only	Certified compliance recording
Fax	Up to 30 days, no export, no scheduling	Full digital fax integration
Call Analytics	Up to 30 days, no export, no scheduling	Full cost/adoption analysis, real-time dashboards, external calls

Imagicle UCX Platform: Making Microsoft Teams Better

Imagicle UCX Platform offers a complete suite of applications that turn Microsoft Teams into a contact center or truly professional calling environment depending on your needs.

With Imagicle, you can:

• Welcome customers using smart voice and digital channels
• Ensure regulatory compliance and internal governance
• Automate conversations through AI-powered chat and voice bots
• Analyze call data to optimize the experience for both customers and employees

Available apps include:
Attendant Console, Agent Console, Auto Attendant, Advanced Queueing, Virtual Receptionist, Voice & Digital Virtual Agents, Call Recording, Digital Fax, Call Analytics, and Voice Analytics.

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Not sure which solution fits your needs best?

Schedule a quick call with an Imagicle expert.
They’ll help you identify the right apps for your business or guide you through a no-pressure discovery session.

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Attendant Console: Advanced Call Management in One View

Imagicle’s Teams Attendant Console offers an intuitive way of handling any Microsoft Teams call from a single interface.

It gives operators a full view of queued calls, featuring incoming caller details, and with a single click they can answer, transfer (blind or with consultation, and to PSTN numbers as well), hold, park them with ease. It’s also complete with Advanced Queueing and Auto Attendant for queue & IVR management, and with Contact Manager to find and call any contact, in any directory, in seconds.

It doesn’t require desk phones and supports hybrid and smart working models, with special features for visually impaired users.

Fully certified for Microsoft Teams, Attendant Console works with Microsoft Teams as a real softphone thanks to the new, next-gen ACS-based integration.

ACS-Based Integration: A New Standard for Teams Apps

ACS is a new managed Microsoft cloud service designed to develop applications requiring communication capabilities (voice, video, chat, text messaging, email…).

Prior to this service being introduced, the only way to integrate an Attendant Console with Microsoft Teams was through Microsoft bots, which were a limit for every vendor due to lack of suitable APIs, forcing a slow and unreliable integration.

Bots haven’t been dismissed, and some vendors still provide bot-based integrations.
But here at Imagicle, having onboarded ACS, we can provide an Attendant Console that can interoperate with Microsoft Teams as a true softphone, even without the client.

The New Omnichannel Agent Console: One Interface for All Conversations

Today’s customers expect more than voice-only support. They demand faster, more modern channels of communication, especially for non-critical requests. The Imagicle Omnichannel Agent Console addresses this need by providing a unified interface for both call and chat management.

This solution offers all the benefits of the Attendant Console, fully integrated with Microsoft Teams, but expands its capabilities by allowing agents to manage interactions from multiple chat platforms such as WhatsApp, company websites, Telegram, Messenger, and more. All messages appear in a centralized panel with detailed customer information. Agents can effortlessly switch between chat and voice when needed.

Moreover, by integrating chatbots and voicebots, companies can reduce the workload on human agents by automating repetitive inquiries.

Feature	Most other solutions	Imagicle
Integration technology	Bot-based	ACS-based
Attendant Console Limitations	Slow, no parking, bot pop-ups	None
Omnichannel & Contact Center	Partial	Included
Virtual Agents	Not included	Included

Customer Expectations Are Changing, And So Are Business Needs

Support delays, even brief ones, can lead to frustration and reduced customer satisfaction. Today’s users expect service in their native language and availability 24/7. What was once a competitive advantage has become a baseline expectation.

On the business side, organizations are under increasing pressure to contain customer service costs while remaining efficient during:

• Unexpected demand peaks
• Employee breaks
• Staff shortages during holidays

This shift presents two parallel challenges:

Customers expect:

• Quick, on-demand responses
• No wait times
• Multilingual assistance

Companies need to:

• Reduce operational costs
• Ensure 24/7 service coverage
• Efficiently manage peak periods and under-staffing

Imagicle Virtual Agents: Automating Conversations Across Channels

With Imagicle Virtual Agents, businesses can automate conversations using both voice and digital channels, delivering a truly omnichannel AI-powered experience.

Key Features:

• Enable AI Self-Service
  Add intelligent voice bots to your call flows and implement chatbots for 24/7 availability, providing immediate responses without human intervention.
• No-Code Configuration
  Use a visual editor to design conversation flows for both voice and chat. No developer or IT input is required.
• No LLM Account Needed
  Imagicle Tokens allow you to use different large language models without managing a dedicated LLM account.
• Tailored for All Industries
  These agents don’t just provide information, they can perform tasks. For example: scheduling a flight, modifying a medical appointment, or even completing a purchase via chat or phone.

Virtual Receptionist: A Smarter Way to Welcome Callers

The Imagicle Virtual Receptionist is a next-generation, AI-powered tool that redefines how companies handle inbound calls. It moves beyond traditional IVR systems by offering human-like conversations that make every caller feel heard and understood.

Alongside a human operator, the virtual receptionist delivers fast and always-on service. It can handle multiple calls simultaneously, around the clock, and in multiple languages: callers can speak in English, Italian, French, Spanish, German, and Arabic, ensuring personalized communication regardless of region or time zone. It delivers a personalized, continuous, and consistent experience every time, aligned with company guidelines and scalable as the business grows.

Its AI engine ensures natural, human-like conversations, adhering to company communication standards. It not only connects callers to the right contact but also monitors their availability: if the person is busy or unreachable, the call is automatically picked back up and redirected.

The receptionist also functions as a smart FAQ responder, providing predefined answers to frequently asked questions without involving a human agent. And if a colleague misses a call, the system takes a note and sends the information via email, making sure nothing falls through the cracks. Last, but not least, the Virtual Receptionist can book appointments, freeing front desk operators from yet another repetitive task.

For a deeper dive into the Virtual Receptionist user experience, our experts are free for a a free 30-minute demo whenever it’s convenient for you.

Virtual Agent or Virtual Receptionist? How to choose

Feature	Virtual Receptionist	Voice Virtual Agent
Use case	High volume hunt groups, customer services, receptionist services	Appointment booking, proactive alerts and reminders, 24/7 customer support, order tracking, and more
Call transfer	Included	Included
Missed call notification	Included	Included
FAQs	Included	Included
Conversational IVR	Static, pre-built flow	Total flexibility
CRM7ERP/HR integrations	Not included	Included
Enabling self-service tasks	Not included	Included
Smartflows flow builder	Not included	Included

Compliance Recording for Microsoft Teams: Powerful, Flexible, Certified

To meet growing regulatory requirements, Imagicle offers a certified Compliance Recording solution² fully integrated with Microsoft Teams.

This tool allows companies to manage recordings directly within the Teams interface, combining ease of use with strict Teams Call Recording compliance. It supports a variety of recording modes, including On Demand and Always On, with options to filter out specific calls that should not be recorded.

The solution is highly adaptable and can be deployed on the customer’s own Azure environment, providing complete control over data sovereignty and infrastructure.

Thanks to this flexibility, organizations can ensure that their call recording policies meet both internal governance standards and external regulatory mandates, without compromising on usability or performance. If you want to deep dive into your business’ compliance needs and how our solution can help you, pick a 30-minute slot for a discovery call.

Beyond compliance: there’s power in the call insights you don’t know

Compliance Recording creates a database of recorded conversations with customers, and the voice of customers has a hidden value waiting to be uncovered.

By analyzing recorded calls, supervisors can understand why a product isn’t selling, why an agent’s performance has dropped, why a customer complained, and more.

In the same way, digging into the voice of customers can give you insights into what services they’re expecting from you, allowing you to fill a potential gap in your offering.

The answer is Imagicle Voice Analytics

Imagicle Voice Analytics leverages AI-based Speech To Text technology to convert spoken words from recorded calls into transcriptions, analyzed through AI sentiment analysis to gauge conversation tone. It organizes transcriptions with separate calling parties and allows replaying specific sections.

Users can filter by keyword, sentiment, or phrase and set proactive alarms for specific words or sentiments. Insights are displayed on an easy-to-read dashboard, making it simple to identify key information quickly.

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Why don’t you take it for a spin?

You can request a 30-day trial of Voice Analytics – or Call Recording, or both – any day, any time.

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Phone costs, traffic, use, and budgets – Imagicle Call Analytics

How much do you spend on calls every month?
Are you in line with the telephone budget?
Can you tell how much each department spends?
Are phones being used for personal purposes?

By monitoring call flows and phone usage with Call Analytics, you can:

• Reduce phone abuses and frauds
• See your call traffic & relevant costs in real-time through a dedicated dashboard
• Reallocate budgets for higher ROI, financial prudence, and operational efficiency
• Assess the scalability and effective adoption of your devices through 50+ customizable, easy to read reports
• And more, directly from your Microsoft Teams client.

Virtualize your fax service with Digital Fax

Fax might be considered an «old» technology, patented in 1863, but there are still 46.3 million active fax machines worldwide and it’s still the main mean of communication for official or sensitive documents.

To lower costs and achieve higher compliance, you can virtualize your service with Digital Fax, allowing you to send & receive faxes directly from the Microsoft Teams client in full compliance with worldwide security regulations. This will allow you to get rid of any fax machine, paper, and toner; and improve information security.

Imagicle UCX Platform: More Than Just Apps for Microsoft Teams

The Imagicle UCX Platform isn’t just about delivering AI-powered features. It also provides a set of tools and integrations that simplify daily operations, strengthen security, and enhance the user experience across the Microsoft Teams ecosystem.

Key added values include:

• Automatic synchronization from Entra ID
• Always-updated colleague lists within the Attendant Console
• Single sign-on (SSO) for all Imagicle applications using Teams credentials
• Official Microsoft Teams certification for functionality, security, and privacy

Certified Security and Functionality: The Microsoft Teams Standard

Achieving Microsoft Teams certification has become significantly more demanding, especially regarding cloud security and application functionality. Imagicle has not only met but completed the certification process for both:

• Security & Privacy
  • Imagicle Contact Center – Attendant Console
  • Imagicle Compliance Recording
• Functionality
  • Imagicle Contact Center – Attendant Console
  • Imagicle Compliance Recording

This certification guarantees Imagicle’s commitment to delivering secure, compliant, and reliable solutions within the Microsoft Teams environment.

Single Sign-On with Microsoft Teams Credentials

With Imagicle, users can access all applications securely using their existing Microsoft Teams login credentials. This single sign-on (SSO) experience ensures:

• Consistent access across devices
• Fewer login steps and less password fatigue
• Centralized identity and security management
• A seamless experience across all Imagicle services

Automatic User Sync with Entra ID

The Imagicle UCX Platform integrates natively with Microsoft Entra ID (formerly Azure AD), enabling automatic synchronization of user directories.

This ensures that your organization’s contact list is always up to date—without any manual intervention. It also eliminates the need for:

• Dedicated deployment instances
• Private peering configurations
• On-premises infrastructure or connectors

The result is faster deployment, lower costs, and easier administration.

Always Up-To-Date Colleague Lists in the Attendant Console

Thanks to the real-time Entra ID synchronization, the Imagicle Attendant Console instantly reflects any updates to your company’s user directory.

This means operators can access an accurate and current list of colleagues at all times without delays, manual edits, or the risk of outdated contact info.

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Sources

¹https://www.cavell.com/huge-telephony-opportunity-explored-during-cavell-enable-2023
²https://cloudpartners.transform.microsoft.com/compliance-recording-solutions

About Imagicle

Imagicle develops a complete unified portal for AI, UC, digital and collaboration services, designed to enhance team and customer experiences. Its solutions make on-prem, hosted, or cloud calling platforms better places through enhanced security, flexibility, and simplicity. Founded in 2010 and part of the Zucchetti Group, Imagicle has grown into a global presence with over 130 professionals across seven offices in Italy, France, the United States, and the Middle East, working everyday to make customers happy.