This article provides a snapshot of the vendors featured in our Microsoft Teams Contact Center Solutions Marketplace. The list has been compiled based on Microsoft’s certified solutions page.
Demand for Microsoft Teams contact center solutions has increased drastically in recent years. Companies in today’s digital age are searching for ways to better unify their teams, consolidate their technology stack, and enhance productivity.
Combining the collaboration features of Microsoft Teams with a contact center solution ensures organizations can bridge the gaps between their staff, improve the flow of data, and accomplish more with their tech stack. The challenge is figuring out which integration option to use.
To help you make the right decision for your evolving workforce, we created this comprehensive market map. Notably, we’ve only included Microsoft Teams contact center vendors currently officially certified by Microsoft. We’re not featuring any company awaiting certification.
- 8×8
- Anywhere365
- AudioCodes
- Avaya
- Bright Pattern
- CentrePal
- Cisco
- Comptella
- ComputerTalk
- ContactCenter4All
- Content Guru
- Enghouse Interactive
- Five9
- Genesys
- Heedify
- Landis Technologies
- Luware
- Mida Solutions
- Netcall
- NICE
- Puzzel
- ROGER365.io
- Solgari
- Talkdesk
- Tendfor
- Ultatel
8×8
Flexible communications software vendor, 8×8 offers various customizable UCaaS and CCaaS solutions to business leaders worldwide. The organization’s certified Microsoft Teams contact center promises comprehensive omnichannel call handling and elevation, with features you can manage within the Team admin center. Companies can take advantage of intelligent interactive voice response, powered by leading AI technology.
There are also tools for quality management, with speech and text analytics, smart routing capabilities, and unlimited calling options for 48 countries. 8×8’s technology also integrates with Salesforce, Zendesk, ServiceNow, Dynamics 365 and more. Plus, the company also offers access to compliant call recording capabilities for Teams.
Anywhere365
Cloud technology vendor, Anywhere365 has a long-standing relationship with Microsoft. The company creates tools to assist organizations with customer experience transformation, offering everything from AI voice bots and chatbots, to intelligent IVR systems. Anywhere365 was one of the world’s first certified Microsoft Teams contact center solutions, and promises companies a flexible approach with both Direct Routing and Operator Connect.
Through the solution, companies can access voice, email, chat, SMS, and social media solutions. The platform also includes smart routing capabilities, end-to-end analytics, and reporting capabilities. Plus, organizations can connect their Microsoft Teams and contact center solution to a range of CRM systems, using pre-built integrations.
AudioCodes
Hoping to simplify the path to digital transformation for modern teams, AudioCodes produces a one-screen, AI-powered contact center offering for Microsoft Teams. The Voca offering, built in Azure, brings powerful customer experience capabilities into the Teams landscape. There’s a built-in conversational AI system, supporting 14 languages, and intelligent tools for reporting and analytics.
Companies can customize their ecosystem with a no-code flow design system, APIs, SDKs, and integrations with CRM platforms. Plus, AudioCodes supports a range of intelligent routing options for skill-based routing, multi-platform routing, and overflow threshold management. You can even view customer data in Teams in real-time when handling conversations.
Avaya
Popular communications solution provider, Avaya produces a range of contact center and collaboration tools for business leaders. For companies in search of a Microsoft Teams contact center, Avaya offers the all-in-one Enterprise Cloud platform. Running on Microsoft Azure, the solution allows organizations to build comprehensive experiences for both customers and employees.
Businesses gain access to robust service bundles, seamless integrations, and tools for preserving security and compliance. Avaya also allows companies to customize their contact center system to their specific needs, with tailored implementation options. There are even specialist packages available for highly regulated government groups.
Bright Pattern
Specializing in cloud-based omnichannel contact center software, Bright Pattern has a presence across 26 countries worldwide. The company’s certified solution for Microsoft Teams contact center management combines multiple communication methods, with AI-powered quality management capabilities and reporting. There are options for building unique IVR flows, designing bots, and even leveraging generative AI tools like ChatGPT.
As part of the flexible platform, companies gain access to integrations with CRM systems, messengers, workforce management tools, and compliance platforms. Moreover, Bright Pattern can create bespoke contact center offerings for companies in different industries. The system also integrates with Microsoft Dynamics 365.
CentrePal
Committed to empowering Microsoft Teams business users, CentrePal is a fully native contact center for Microsoft Teams. The solution promises an omnichannel experience that adheres to the needs of both diverse customers and agents. What’s more, CentrePal gives organizations all of the key contact center tools they need in one place, from interaction timelines, to advanced routing, callback options, reporting tools, and wallboards.
With CentrePal, companies can create custom supervisor profiles, and set up stringent security strategies. There are built-in tools for interaction recording for compliance, and automated call wrap up solutions. Plus, you can even automatically send surveys to customers to track satisfaction scores. CentrePal also integrates with a range of CRMs and other business tools.
Cisco Webex
Building on an ongoing partnership with Microsoft, Cisco offers hardware and software solutions through the Webex brand. The Webex Contact Center, certified for Microsoft Teams, is an AI-powered solution combining self-service options, intelligent analytics, AI coaching and real-time insights. Companies can use the platform to gain insights into customer sentiment, automatically generate conversation summaries, and transcribe discussions.
There are also tools available for proactive and automated digital messaging, AI-driven intelligent routing, and customer journey experience management. Moreover, agents and supervisors gain access to dedicated dashboards, mapping tools, and in-depth reporting and analytics capabilities. There’s even the option to build bespoke apps for both Webex and Microsoft Teams.
Competella
Focusing heavily on solutions for the Microsoft Teams landscape, Competella is an Enghouse company offering a native Microsoft Teams contact center to businesses of all sizes. The Competella Communication Suite transforms Teams into a powerhouse for call handling, with access to directory search, calendar, email, IM, and queuing tools.
Available through a network of cloud partners and system integrators, the Competella Communication Suite can be deployed as a multi-tenancy cloud platform or on-premises solution. It also comes with reporting and analytics tools, providing behind-the-scenes insights into the number of calls answered, the number of missed calls, and even maximum queue waiting times.
ComputerTalk
Known for a comprehensive range of communication solutions, ComputerTalk produces the ice Microsoft Teams contact center integrations. This native all-in-one cloud contact center can flexibly integrate with a range of existing applications and legacy tools. It also supports non-Teams users with a native softphone and legacy PBX solutions.
The omnichannel contact center offering includes in-depth insights into customer journeys and KPIs, provides access to voice disaster recovery, and enables comprehensive reporting. Companies can also take advantage of valuable business and agent management tools, like silent monitoring and coaching capabilities. ComputerTalk also offers recording options, AI solutions, an outbound dialler, and an interaction workflow designer.
ContactCenter4All
Specializing in contact center reporting and communication solutions, ContactCenter4All empowers Teams users with the CC4Teams integration. This contact enablement platform, certified by Microsoft, integrates seamlessly into the Teams environment, through the Connect and Extend Direct Routing models. With CC4Teams, companies can access a host of valuable features.
There are native reporting and analytics options for both real-time and historical insights. The CC4Teams omnichannel contact center also natively integrates with other third-party tools, such as Microsoft Dynamics, Salesforce, and Power BI. Plus, there are powerful automation capabilities to help save teams time on customer experience tasks.
Content Guru
SaaS leader Content Guru produces a range of customer data platforms, workforce engagement management solutions, and services for AI and automation. The Microsoft Teams contact center solution “Storm”, comes combined with compliant call recording features for security and privacy, as well as end-to-end reporting via storm VIEW.
Agents can take advantage of tools like the storm DTA for real-time insights to help them manage complex conversations. Plus, there are countless options to extend and customize the storm ecosystem with leading integrations. Content Guru also promises companies 99.999% reliability, and limitless scalability worldwide.
Enghouse Interactive
Building on their longstanding relationship with Microsoft, Enghouse offers a collaborative Microsoft Teams contact center, with advanced interaction handling capabilities. The solution was one of the first to be certified for use with Microsoft Teams and includes access to a range of features, including advanced routing to help users manage call queues and screen pops for CRM records.
With Enghouse for Teams, companies can take advantage of omnichannel communication solutions, and end-to-end reporting and analytics features. Companies can also tap into additional services from Enghouse, such as compliant call recording solutions, to ensure ongoing compliance. Plus, the flexible platform can adapt to the needs of any business size or industry.
→ Explore Enghouse Interactive
Five9
Recognized contact center leader Five9 delivers a broad portfolio of solutions to businesses, from workforce management, to contact center platforms. The Microsoft Teams contact center integration from Five9 empowers companies to bridge the gaps between their employees, with access to a consolidated directory, intelligent call routing, and omnichannel communication services.
Five9’s Microsoft Teams solution includes intelligent redirecting capabilities, toll-free on-net calling and conferencing options, and support for both AI and automation capabilities. Plus, companies can align their Five9 offering with workforce management tools, and other business integrations. Five9 can even assist companies with optimizing and configuring their Teams contact center.
Genesys
Well-known technology vendor Genesys produces a range of solutions for workforces, ranging from workforce engagement platforms to AI technology. The Genesys Microsoft Teams contact center integration brings intelligent tools for customer service into the Teams platform. Companies even have the option to bring their own carrier into the ecosystem.
With Genesys, contact center agents gain access to intelligent routing tools, global connectivity for calls, and synchronized contact directories. Plus, there are call transfer solutions, analytics and reporting tools, and there’s the option to leverage Genesys’ software for compliant call recording.
Heedify
CCaaS solution vendor, Heedify, designed its native Microsoft Teams contact center to empower and support modern employees. The solution promises a quick and easy setup, as well as access to a wide range of useful resources. Heedify’s contact center offering comes with advanced reports, allowing companies to track a wide range of crucial KPIs. There are also granular access permissions available to help organizations preserve compliance standards.
Additionally, companies can access integrated call recording solutions, and smart IVR tools, with artificial intelligence, to help track customer behaviors and preferences. There’s even the option to integrate numerous business apps with both Heedify and Microsoft Teams, with add-ons for Salesforce, HubSpot, and Power BI.
Landis Technologies
Landis Technologies is a company focused exclusively on developing solutions for Microsoft Teams. The organization offers both an attendant console, and a comprehensive contact center for Teams users, both of which offer a native experience within the Teams app. The integration features extensive reporting tools, including wallboards for real-time access to crucial information.
There are recording solutions available to help organizations capture critical conversations for growth and compliance purposes. Plus, the open integration works with many of the most popular Microsoft applications, such as Power Apps, Power Automate, and Microsoft BI. Everything is built on the Azure cloud, for exceptional reliability and uptime.
Luware
Offering various solutions for contact centers, such as advanced routing tools, workflow editors, and analytics solutions, Luware is a well-known Microsoft partner. The Luware “Nimbus” contact center extends the functionality of Microsoft Teams, and is fully integrated into the Azure ecosystem. Luware promises 99.9% uptime, and the solution works with Direct Routing, Operator Connect, and Microsoft Calling plans.
With the application, companies can tap into Luware’s technology for advanced routing, and reporting. There are tools for no-code automation between multiple applications, and even a drag-and-drop workflow editor, with pre-existing templates to choose from. Plus, there’s a centralized control system for managing teams and track call center metrics.
Mida Solutions
Specializing in cloud technologies, Mida Solutions helps organizations streamline contact center tasks, and empower workforces. The Mida C3 cloud contact center for Microsoft Teams is a turnkey offering that unlocks various call management capabilities within Teams. Users can leverage omnichannel communication tools, with end-to-end security features.
There’s even the option to manage WhatsApp messages and emails within Microsoft Teams, and set up comprehensive routing systems. Plus, Mida offers interaction recording capabilities for both messages and calls. Moreover, the system can integrate with Microsoft Power BI, giving organizations comprehensive control over their business data.
Netcall
Serving companies worldwide with cloud-based software, Netcall’s Microsoft Teams contact center integration is part of the comprehensive “Liberty platform” offering. It includes tools for robotic process automation, AI and intelligent automation, and low-code application development. With Netcall, companies can build an omnichannel contact center into Teams, and create easy self-service experiences for customers.
There are workforce optimization and planning tools for boosting employee engagement, as well as options to integrate with a wide range of business resources. What’s more, Netcall can offer end-to-end guidance to companies building their own automated workflows, with their technical support team.
NICE InContact
Well-known for their AI-powered contact center solutions, NICE offers companies the CXOne solution for Microsoft Teams. The interaction-centric platform is packed with rich CX capabilities, ranging from routing tools to Extensive reporting and analytics solutions. Businesses can also leverage the NICE Enlighten portfolio for generative AI capabilities.
Scalable and flexible, NICE’s solution for Microsoft Teams can adapt to the needs of any business, regardless of industry. Plus, there are options for improving compliance and security, such as extensive recording tools. Businesses can also access NICE’s solutions for workforce management and optimization, alongside the Teams contact center.
Puzzel
Omnichannel contact center vendor, Puzzel, offers a certified solution for Microsoft Teams, designed to enhance cross-team collaboration and customer service. The offering synchronizes directories and presence across digital landscapes, and works seamlessly within the Microsoft Teams ecosystem, ensuring staff get a single-pane-of-glass experience for work.
The flexible software supports automated workflows and various contact center routing options. Plus, it can integrate with various technologies outside of Teams, such as CRM systems and workforce management apps. The company also offers expert advice for the configuration and management of Microsoft Teams contact centers.
ROGER365.io
Using the “Extend” model for Microsoft Teams telephony integrations, ROGER365 turns Teams into an omnichannel contact center solution. Companies gain access to interactive voice response solutions, automated attendants, and a graphical call flow editor. There are multiple routing methods, music on hold, and API reporting capabilities.
Plus, supervisors can access live queue and agent statistics, monitor calls in real-time, and even join conversations with a “whisper” function. The ROGER365 Microsoft Teams contact center also integrates with Outlook calendar, and can connect to a range of CRM solutions, from HubSpot, to Microsoft Dynamics and Salesforce.
Solgari
CX software vendor, Solgari, offers companies a comprehensive Microsoft-certified solution for Teams. The AI-enhanced customer engagement solution features Solgari’s own Copilot offering, powered by generative AI, to assist agents in delivering seamless experiences. Solgari’s technology supports omnichannel integrations, with social, chat, email, and SMS options pre-integrated.
Plus, the company ensures organizations can keep track of crucial contact center data, by automatically syncing conversation data to CRM platforms. Solgari’s solution also includes intelligent routing capabilities, and powerful tools for analytics and reporting on every communication channel.
Talkdesk
Known for its broad range of CX and workforce management tools, Talkdesk extends the functionality of Microsoft Teams with its certified integration. The solution delivers secure call routing for seamless transfers, conferences, and customer service. Plus, teams can easily share information about conversations and customers within the Teams ecosystem.
Talkdesk also offers powerful automation solutions to businesses, ensuring they can streamline the flow of conversations within the contact center. Plus, companies can take advantage of a comprehensive Workspace for directory information, click-to-call, and search functionalities. Talkdesk’s technology also integrates with a wide range of business apps and solutions.
Tendfor
Supporting companies investing in Direct Routing, Operator Connect, and Calling plans for Microsoft Teams, Tendfor delivers a highly flexible contact center offering. The company’s technology is mobile friendly, tuned to the needs of hybrid and remote workforces. Plus, it features a robust backend environment for call routing and business insights.
Companies using Tendfor’s technology can handle and route calls within the Microsoft Teams environment. Plus, the solution comes with access to dynamic wallboards that can be customized to track the metrics that matter most to each organization. There’s also an interactive statistics portal, for deep-dive insights into interactions.
Ultatel
Communications technology vendor, Ultatel offers a wide range of solutions for contact centers and collaborative workforces. The company’s omnichannel Microsoft Teams contact center aims to enhance customer and employee experiences with a consolidated director, routing solutions, and presence-based search features. The solution even allows agents to request advice from subject matter experts instantly, without placing callers on hold.
Ultatel’s contact center is completely customizable, and gives companies access to tools for advanced queue management, quality assurance features, reporting options, and in-depth analytics. There’s also the option to integrate the solution with a CRM system, and deliver insights into customer behaviors and preferences to agents instantly.
