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10 Best Microsoft Teams Contact Centers in 2024

by Kent Mao | Published On May 27, 2024

Integrating your contact center with Microsoft Teams can provide you with an all-in-one contact center solution that is flexible and easy to use.

Microsoft Teams is currently one of the most popular collaboration and communication platforms available. In fact, over 320 million professionals worldwide use the platform to share content, knowledge, and ideas with team members. 

As businesses search for ways to simplify their technology stack and migrate to the cloud, many are looking at integrating their contact center with their unified communications platform.  

With Microsoft-certified contact center solutions, businesses can leverage their existing Microsoft Teams platform and transform it into an all-in-one contact center solution.    

In this article, we’ll cover which features to look for in a Microsoft Teams contact center, which vendors offer the best solutions, and how you can make the right choice for your business.  

What is a Microsoft Teams Contact Center? 

A Microsoft Teams contact center is a software solution that enables organizations to manage their customer interactions through the Microsoft Teams platform.

These contact centers are offered by Microsoft-certified partners and combine the collaborative capabilities of Teams with advanced contact center functionalities, providing a comprehensive solution for customer service, support, and sales teams.

By leveraging direct routing capabilities and Microsoft APIs, these contact center solutions provide access to key features within Microsoft Teams, such as call routing, inbound and outbound call management, and advanced reporting.  

Essential Features of a Microsoft Teams Contact Center

The features of a Microsoft Teams contact center can vary depending on the partner you choose to work with.

Most vendors will offer access to basic features, such as call management and routing capabilities. However, leading contact center vendors will also provide access to more advanced technology, such as built-in AI assistance, automated workflow builders, and real-time reporting and analytics. 

The most important features to look for include: 

  • Interactive Voice Response (IVR): IVR systems are at the heart of most contact centers. They work by providing callers with an automated menu of options, allowing them to choose which agent or department they need to talk to. The best contact center vendors will offer access to intelligent IVR systems, which enhance the customer journey with automated voice recognition and authentication. 
  • Call routing: With call routing features, contact center managers can ensure all customers are directed to the right agent or department for their needs, based on factors such as agent skill level and the number of callers in queue. The best contact center solutions will allow you to create custom routing workflows with different settings for skills-based routing, intelligent routing, and more.  
  • Omnichannel capabilities: Today’s customers expect to be able to interact with companies using more than just their voice. Omnichannel contact center solutions ensure you can connect with consumers through various channels, ranging from SMS and live chat to email and social media. 
  • Call recording and monitoring: Call recording and monitoring tools are essential for maintaining consistent quality of service as well as regulatory compliance. These tools can also help with collecting valuable data about customers and training new agents
  • Remote accessibility: The rise of remote and hybrid work makes remote accessibility crucial for any Microsoft Teams contact center. Look for features like the ability to configure and assign licenses via the cloud, softphone integration, and the ability to upgrade software remotely. 
  • Analytics and reporting: In-depth reporting features ensure you can track valuable metrics in your contact center, giving you insights into customer preferences, agent performance, and productivity gaps. The best Microsoft Teams contact centers will offer access to a wide range of configurable reports as well as real-time dashboards for live tracking. 
  • Integrations: Integrations allow companies to take full advantage of the Microsoft ecosystem within their contact center. Your contact center solution should be able to seamlessly integrate with other Microsoft 365 applications, including Power BI and Dynamics 365. The best contact center solutions will also offer integrations with leading third-party software tools, including CRM solutions such as Salesforce and ServiceNow, workforce management platforms, conversation analytics tools, and any other software that your agents might need to access regularly.  

The Top 10 Microsoft Teams Contact Center Solutions 

As of today, there are dozens of Microsoft-certified partners that offer contact center solutions with a Microsoft Teams integration. However, not all the solutions available are the same.

Here, we’ll review the top 10 Microsoft Teams contact center solutions for 2024 with a focus on functionality, ease of use, scalability, and affordability. 

1. ComputerTalk 

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ComputerTalk is a Microsoft-certified partner and a world leader in the contact center as a service (CCaaS) space. ComputerTalk’s ice Contact Center integrates natively with Microsoft Teams and offers users an all-in-one solution that also integrates seemlessly with countless applications, including Salesforce, Microsoft Dynamics, and many more.

The ice Contact Center also supports a wide range of powerful modules, including AI-enabled chatbots, live chat, real-time monitoring, and intelligent IVR.    

With ComputerTalk, employees and administrators get a cohesive contact center experience with support for omnichannel communications, outbound and inbound calling, and cutting-edge artificial intelligence. Simple to deploy and fully-cloud based, ComputerTalk's contact center solution can help optimize every aspect of your customer service experience. 

ComputerTalk Features: 

  • Intelligent call routing 
  • Simple interaction workflow designer 
  • Inbound and outbound calling options 
  • AI-enabled chatbots and conversation analytics tools  
  • Compliant call recording and transcription 
  • Real-time dashboards and reporting 
  • Built-in monitoring tools 
  • Surveys and customer feedback features 
  • Integrates with a wide range of third-party software 

Pros: 

  • Intuitive and easy-to-use platform
  • Access to cutting-edge AI tools 
  • Highly flexible and customizable modules 
  • In-depth reports and real-time data tracking 
  • Full omnichannel capabilities 
  • Flexible bring-your-own-carrier solutions 

Cons: 

  • Slight learning curve for setting up modules 
  • Pricing is quote-based  

2. Anywhere365 

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Description automatically generatedAnywhere365 was one of the first companies to offer a contact center solution certified for Microsoft Teams. The company’s platform aims to enhance employee productivity by bringing all of the tools users need into a single, unified screen within the Microsoft Teams interface. 

Anywhere365 allows users to choose their preferred PSTN integration, from Direct Routing to Operator Connect. Plus, it provides access to AI-powered bots for customer self-service and agent assistance.  

Anywhere365 Features: 

  • Intelligent call routing 
  • Low code automation for workflows 
  • Reporting and intelligence with real-time dashboards 
  • Integrations with CRM systems, WFM tools and more 
  • AI bots for customer service and agent assistance 
  • Full omnichannel functionality 

Pros:  

  • Good range of PSTN integration options 
  • Access to conversational AI tools 
  • Integrations with a range of software solutions 
  • Comprehensive operator console 
  • Modern agent workplace for productivity 

Cons: 

3. Landis Technologies