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.
Imagicle MS Teams Contact Center Main Logo

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

Smart routing

  • Use AI-powered or traditional IVR routing to direct customers.
  • Route correctly on both digital and voice channels.
  • Give agents full visibility into: queued, served and missed call/chat counters, logged-in colleagues and their MS Teams & Calendar statuses, additional real-time workspace data

Bult-in AI assistance

  • Use AI voice and chat agents powered by LLMs to handle FAQs, tickets, appointments, and more.
  • They self-learn from your knowledge bases to handle increasingly complex queries.
  • They escalate when needed, and assist agents with real-time suggestions and best practices.

No code flow editor

  • Design AI voice and chat flows with a drag & drop editor: create, update, and test in 6 languages.
  • Connect to any channel and integrate with CRM, ERP, or existing systems for centralized info.
  • Integrate with your CRM, ERP, or any relevant existing system for centralized information.

Omnichannel workspace

  • Voice and chat are unified on a platform agents can use anywhere.
  • Manage calls (answer, transfer, park, retrieve) and update call/chat status easily.
  • Leave notes for colleagues, log in/out of queues, configure wrap up time and stay in sync with real-time updates.

Real-time monitoring

  • Supervisors can monitor agents, queues, and call performance in real-time, aggregated or per agent.
  • Track call status (served, waiting, overflow, abandoned) and agent availability (available, busy, on pause and for how long, logged out).
  • Force agents in and out of queues as needed and receive alarms based on call performance.

Compliance Recording

  • Agents can manage voice and screen recordings directly from Microsoft Teams or their workspace.
  • Easily browse, download, replay, and delete recordings in the Teams client.
  • All actions comply with global privacy and security regulations (GDPR, HIPAA, PCI-DSS, MiFID II, and more).

AI Voice and Sentiment Analysis

  • Recorded calls are transcribed and analyzed using AI sentiment analysis for performance insights.
  • Supervisors can access an aggregated dashboard and filter conversations by tag, agent, or group.
  • Personalized alarms are triggered when specific words are spoken, aiding quick response.

Any PSTN Option

  • Supports Operator Connect, Direct Routing, and Microsoft Calling Plans, tailored for your business.
  • Imagicle Contact Center for Microsoft Teams offers full features and performance with no limitations.
  • Seamlessly integrates with Microsoft Teams for optimal interoperability and user experience.

Ecosystem integrations

  • Imagicle integrates with CRM/ERP systems (e.g., MS Dynamics, Salesforce) for centralized info and screen pop-ups.
  • Supports Entra ID for single sign-on, user sync, and integrates with Microsoft Calendar for real-time presence status.
  • AI agents sync with knowledge bases to provide up-to-date information.

Smart routing

  • Use AI-powered or traditional IVR routing to direct customers.
  • Route correctly on both digital and voice channels.
  • Give agents full visibility into: queued, served and missed call/chat counters, logged-in colleagues and their MS Teams & Calendar statuses, additional real-time workspace data

Bult-in AI assistance

  • Use AI voice and chat agents powered by LLMs to handle FAQs, tickets, appointments, and more.
  • They self-learn from your knowledge bases to handle increasingly complex queries.
  • They escalate when needed, and assist agents with real-time suggestions and best practices.

No code flow editor

  • Design AI voice and chat flows with a drag & drop editor: create, update, and test in 6 languages.
  • Connect to any channel and integrate with CRM, ERP, or existing systems for centralized info.
  • Integrate with your CRM, ERP, or any relevant existing system for centralized information.

Omnichannel workspace

  • Voice and chat are unified on a platform agents can use anywhere.
  • Manage calls (answer, transfer, park, retrieve) and update call/chat status easily.
  • Leave notes for colleagues, log in/out of queues, configure wrap up time and stay in sync with real-time updates.

Real-time monitoring

  • Supervisors can monitor agents, queues, and call performance in real-time, aggregated or per agent.
  • Track call status (served, waiting, overflow, abandoned) and agent availability (available, busy, on pause and for how long, logged out).
  • Force agents in and out of queues as needed and receive alarms based on call performance.

Compliance Recording

  • Agents can manage voice and screen recordings directly from Microsoft Teams or their workspace.
  • Easily browse, download, replay, and delete recordings in the Teams client.
  • All actions comply with global privacy and security regulations (GDPR, HIPAA, PCI-DSS, MiFID II, and more).

AI Voice and Sentiment Analysis

  • Recorded calls are transcribed and analyzed using AI sentiment analysis for performance insights.
  • Supervisors can access an aggregated dashboard and filter conversations by tag, agent, or group.
  • Personalized alarms are triggered when specific words are spoken, aiding quick response.

Any PSTN Option

  • Supports Operator Connect, Direct Routing, and Microsoft Calling Plans, tailored for your business.
  • Imagicle Contact Center for Microsoft Teams offers full features and performance with no limitations.
  • Seamlessly integrates with Microsoft Teams for optimal interoperability and user experience.

Ecosystem integrations

  • Imagicle integrates with CRM/ERP systems (e.g., MS Dynamics, Salesforce) for centralized info and screen pop-ups.
  • Supports Entra ID for single sign-on, user sync, and integrates with Microsoft Calendar for real-time presence status.
  • AI agents sync with knowledge bases to provide up-to-date information.

Imagicle Contact Center Certified to work with Microsoft Teams

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.

Read before you leave

  • EN Wed. 11 Jun 11:30 AM CEST RegistratiRegistrati
    WEBINAR - Release
    45’
    AI-Powered Contact Center Solutions for MS Teams. (EMEAR)
    Join us for this exclusive webinar focusing on contact center experience and how it can be elevated with powerful tools for MS Teams.
  • Event Blog
    5 reasons why Imagicle for Microsoft Teams Virtual Roadshow is worth watching.
    5 reasons why Imagicle for Microsoft Teams Virtual Roadshow is worth watching.
    Imagicle for Microsoft Teams Virtual Roadshow is the must-see event to supercharge Microsoft Teams with the Imagicle apps. Watch it again to catch up on the news.
  • DownloadDownload
    Brochure Blog
    Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
    Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
    Microsoft Teams: from calling platform to a 360-degree tool to handle your communications in the new digital era.
    • Tutte le risorse
    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.
    Talk to us

    Pick the perfect one 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.
    Buy now
    • 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.
    Buy now
    • 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

    ADVANCED 3

    Omni + Virtual + WOW

    Omnichannel cc features, self-service automation, quality and compliance, and interaction analytics, to stay in the know of what your customers are saying.
    Buy now
    • Inbound Voice
    • Agent workspace
    • Supervisor workspace
    • Compliance Call Recording
    • 1500 digital conversations
    • Virtual Agents – Chat bots
    • Digital channels: Web, Email, SMS
    • Social channels: WhatsApp, Messenger, Telegram
    • Screen Recording
    • Transcriptions, Insights, Alerts, Sentiment Analysis
    • Imagicle support

    From the ImagicleBeat blog

  • Event Blog
    5 reasons why Imagicle for Microsoft Teams Virtual Roadshow is worth watching.
    5 reasons why Imagicle for Microsoft Teams Virtual Roadshow is worth watching.
    Imagicle for Microsoft Teams Virtual Roadshow is the must-see event to supercharge Microsoft Teams with the Imagicle apps. Watch it again to catch up on the news.
  • DownloadDownload
    Brochure Blog
    Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
    Elevate your Microsoft Teams experience with AI-enhanced Imagicle apps
    Microsoft Teams: from calling platform to a 360-degree tool to handle your communications in the new digital era.
  • Products Blog
    Enhancing Microsoft Teams with the new ACS-based Attendant Console
    Enhancing Microsoft Teams with the new ACS-based Attendant Console
    We developed an ACS-based integration for our Attendant Console for Microsoft Teams. But what is ACS, and why is it a game changer?

    • Any questions?

    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.

    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.

    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.

    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.

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