Native Contact Centre for Teams

The Microsoft Teams Calling phone system is sweeping all before it. Now businesses are looking for contact centre integrations into Microsoft Teams Direct Routing

With our First Teams Contact Centre Deployment done in August 2018, the Next Telecom team can lay claim to being Australia's most experienced Teams Contact Centre provider.

Centre Pal Contact Centre Agent Experience Application

Microsoft Teams Contact Centre

Agent UI Active Call

Interact more effectively with your customers

Our call centre and contact centre solutions for Microsoft Teams come in three varieties. When you need a phone system for a call centre, Next Telecom has a range of solutions to suit with on premises and Cloud solutions including native, semi-native and hybrid contact centre solutions.

Why use a native Call Centre for Microsoft Teams

Aside from having the contact centre functions appear within the application menu, the big advantage of a Omni Channel Microsoft Teams native contact centre is that it avoids any disruption of the audio stream, with the voice packets remaining within the Microsoft environment. By using a native contact centre solution for Teams, the audio stream doesn't need to traverse back through any supplier servers which has the potential to affect call quality.

CP Teams Wallboard

Fast ROI on Microsoft Teams Contact Centre deployments

Our cost effective deployments mean you get an ROI fast. And we don't just deliver a bare bones solution. Our contact centre solutions offer a feature rich but cost effective solution.

Using the Next Telecom Teams contact centre telephony is your path to fast ROI with low cost subscription and deployment. With Next Telecom you will add enhanced functionality for attendants, contact centre agents and office users. Our native contact centre solution for Microsoft Teams will improve productivity and efficiency across your business.

Included Call Centre Features

  • Next Telecom Teams IP Voice Failover for enhanced availability
  • World Class Clients for Web, Teams, Windows and Smartphones
  • Mobile Agents for Increased Flexibility – Work from Anywhere
  • Fully featured Windows switchboard attendant and contact centre client
  • Advanced calendar monitoring with presence
  • Auto attendant, ACDs, IVRs, CRM integration, advanced routing and call handling
  • Clear and informative statistics with interactive graphs
  • Modern web-admin for easy configuration and maintenance
Teams calling Australia Advanced Routing

Advanced Routing

Connecting customers to the right agents using the intelligent automated call routing within Teams.

Teams calling interaction Timelines

Interaction Timeline

Full visibility into customers’ journey with a comprehensive timeline, data and analytics.

Teams calling Wallboards

Teams Wall Boards

Real-time wall boards allow agents & supervisors to monitor and manage performance & quality.

Teams calling Supervisor contact centre

Supervisory Controls

Supervisors can monitor, coach, and barge-in on agents who are handling customer interactions.

Teams calling Contact Centre call back requests

Call-Back Requests

Contact Centre Callers are able to request a call back without losing their call queue place.

Teams calling Contact Centre Business Reports

Business Reports

Generate business intelligence reports on performance and customer engagement

Teams Calling Omni Channel Media

Media Service

Customise hold music and announcements for a better Contact Centre caller experience

Teams calling Contact Centre data Security

Data Security

Data security within Azure. Secure and seamless access with Azure AD SSO

Teams calling contact Centre interaction recording

Interaction Recording

Integrate seamlessly with the industry leading compliance digital call recording platforms & systems.

Teams calling call Centre call Wrap Up

Call Wrap-up

Record vital details. Pre-set wrap up timer shows agents the time available to complete administrative wrap up activities.

Teams calling CRM integration

CRM Integration

Integrate easily with leading CRM platforms such as SalesForce & MS Dynamics for efficient and convenient use.

Teams calling Contact Centre customer surveys

Customer Surveys

Collect customer feedback, measure customer satisfaction & accurately track your team performance

Improve enterprise functionality, enhance productivity and add much needed flexibility into your Microsoft Teams calling Contact Centre solution.

Your contact centre agents will benefit from a range of call centre features.

  • New benchmark for ergonomics and functionality
  • Professional grade keyboard control and reliability
  • Productivity enhancing wallboards, statistics and Teams and smartphone apps

Your non contact centre Team will benefit from the business wide advantages an integrated Contact Centre brings.

  • Take advantage of unique Outlook and Teams application based absence handling with spoken referrals
  • Innovative features for administrative and support staff

Your IT Team benefits from simplicity of use and deployment

  • Made for IT professionals, with unparalleled ease of maintenance
  • Global Azure High Availability multi-tenant hosting
  • Simple 10 minute customer onboarding

The Skype for Business Contact Centre replacement

Microsoft Teams Calling is Microsoft's nominated replacement for on premises and Cloud Skype for Business from July 2021.

Using native Microsoft APIs, businesses can integrate their Microsoft Teams Phone System in with their contact centre with all of the customer, agent, Manager and Administrator features they have come to expect.

Our feature rich Teams contact centre solution is flexible, efficient and has everything you need in the one place – workplace management and collaboration tools, real time call reporting & analytics, agent supervisor tools such as remote monitoring, and CRM integration.

Next Telecom depth of experience with contact centre and call centres for Microsoft Teams is unrivalled. With a low monthly subscription charge, this is a cost effective solution for any sized business.

We are not limited to native Contact Centres for Teams

We know many business have contracted solutions, solutions that just work well enough or sunk costs in on premises PBXs and other contact centre solutions, but want to move their workforce to Microsoft Teams. Next Telecom can help.

Semi Native Contact Centre for Teams

A semi-native call centre solution for Microsoft Teams runs seamlessly between the contact centre application but requires additional software application installation. Calls are managed seamlessly between the two applications using our years of experience in developing Cloud contact centre solutions.

Hybrid Contact centre for Microsoft Teams.

A hybrid call centre phone system will mean the bulk of the business use the Teams Direct Routing application and we keep the call centre or contact centre on the current Cloud or on premises PBX and set up an integration to manage calls between the two platforms. We do this in many cases where businesses have already made a significant investment in their contact centre phone system.

Talk to Australia's most experienced Contact Centre for Microsoft Teams Direct Routing Team on 1300 42 66 67.


Being a MS Gold Partner for Communications means something!

Its means that Next Telecom has been certified by Microsoft for our MS Teams Calling products and our ability to deploy them.

So choosing Next Telecom is choosing a Microsoft Teams Partner you can trust.

Contact Centre for Micrsoft Teams

Find out more about Contact Centre for Microsoft Teams