What is a Microsoft Teams Contact Centre and how does it work?

For organisations that want solutions with business tools and workflows to drive the customer journey, contact centre integration for Microsoft Teams allows Contact Centre as a Service (CCaaS) solution providers to integrate their solutions into Teams. This integration can help optimise customer engagement with an easy, seamless experience. There are three models to choose from to integrate a contact centre solution into Teams: Connect model: Uses Microsoft certified SBCs and Direct Routing to connect contact centre solutions to Teams Phone System infrastructure. Extend model: Uses Azure Bots and the Microsoft Graph Communication APIs to enable solution providers to create Teams apps. Power model: Uses an SDK that enables solution providers to embed native Teams experiences in their App. These models enable enhanced routing, configuration, and system insights. Agents can set up automated virtual assistants and skill-based routing queues to gather information and connect customers with subject matter experts.

How can Microsoft Teams Contact Centre solutions improve customer service?

A Microsoft Teams contact centre solution can be a catalyst for improved customer service, largely due to their omnichannel abilities. Agents can communicate with customers via calls, video meetings, and chat, including via social media, providing several options for customers to stay in touch. Microsoft Teams contact centre solutions can significantly improve customer service in several ways: Unified Communication Platform: Teams-certified contact centres integrate with Microsoft Teams, providing a unified communication platform that enhances customer support and internal collaboration by consolidating disparate communication channels and tools. This ultimately improves the overall customer experience. Omnichannel Support: Microsoft Teams supports customer interaction work streams by acting as the hub for internal and external customer connection across its modes of communication including chat, video meetings, and calling. This allows businesses to meet their customers where they are with a seamless and consistent experience across channels. AI Technology: Staff are empowered with advanced AI technology that powers a stronger customer experience and helps prevent agent burnout. Contact centre technologies and capabilities deliver customer and operational insights and recommend next-best actions . Adaptability and Scalability: Using a Microsoft Teams contact centre solution is a strategic move that combines communication, collaboration, and automation to provide exceptional customer service. As customer support continues to evolve in response to changing customer expectations, Microsoft Teams offers a dynamic solution that adapts and scales with your business.

What are the benefits of using Microsoft Teams Contact Centre solutions for my business?

If you’re already using Microsoft Teams as your collaboration centre, you’re in an easy position to benefit from a Teams Contact Centre too. Some of the benefits of using Teams for your contact centre solution include: Ability to provide an omnichannel customer experience No need for additional vendors Low cost as elements already exist in your M365 plan Minimal training needed due to native UI Quick and easy scalability Improved customer relationships with reliable infrastructure

Services/Microsoft Modern Work/Microsoft Teams Contact Centre

Microsoft Teams Contact Centre

Turning conversations into connections

Inaworldwhereworkhappenseverywhere,yourcustomersstillexpectthesamething:fast,seamlesscommunication-anytime,onanydevice.

But if your contact centre is stuck juggling outdated systems and scattered tools, staying connected becomes more of a hinderance than a help.

Microsoft Teams contact centre solutions cut through the chaos. By building on your existing Teams setup, a Microsoft Teams Contact Centre can streamline customer interactions, boost agent collaboration, and bring AI insights, CRM data, and real-time analytics under one roof. It’s smarter, scalable, and built for today's connections.

Why choose Nasstar?

We understand that great customer service needs more than just chat and video. If your contact centre is stuck in the past, it’s time to let voice join the collaboration party. Our Microsoft Teams Contact Centre solutions bring secure, scalable telephony into Teams. That means smarter conversations, faster resolutions, and customer experiences that feel connected.

From call handling and real-time insights to sentiment analysis and CRM integration, we help you supercharge your Microsoft Teams Contact Centre with AI, turning every interaction into an opportunity.

Our Microsoft Teams Contact Centre managed services handle everything from set up and optimisation to support, so you can focus on delivering exceptional customer experiences without the hassle.

With over 100 Microsoft experts, we tackle the toughest contact centre challenges and help you unlock the full potential of Microsoft Teams.

Our Microsoft Partnership spans more than a decade, with over 320 certifications and hundreds of Teams deployments to back it all up.

We’re ISO and PCI-DSS certified, so you can rest easy knowing we meet the highest standards for security, quality, and compliance.

Whatourexpertsays...

Contact centres are vital for enhancing the customer experience, and at Nasstar, we understand the challenges many of our customers face when it comes to implementing the right solution. With Microsoft Teams contact centre solutions, we can support you to improve the customer experience with your existing infrastructure, while ensuring issues are resolved quickly and efficiently.

Justin BarkerEmployee Experience Practice Lead, Nasstar

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Case studies

Contact centres play a key role in customer experience. We'll help you enhance that experience using Microsoft Teams solutions.

Healthcare

South West London and St George's Mental Health NHS Trust (SWLSTG)

What others have to say…

"Empowering our users to make the most of our Microsoft Teams investment was key to our rollout strategy. CreateTeam is fantastic; it works seamlessly and allows us to govern the platform with a low impact on our internal resource. We wanted to make sure that we were driving Teams user adoption through the business, and with Teamwork Analytics we can measure exactly that. Being able to collaborate efficiently lets us focus on our mission to help more businesses thrive."

Rob Hill

ICT Cloud Manager

•

Development Bank of Wales

FAQs

Microsoft Teams on its own can support customer service operations in a variety of ways. With Teams as your hub for both internal and external customer interactions, you can utilise chat, video meetings, and calling to provide an omnichannel customer experience.

Teams also includes Auto Attendants, Call Queuing, and shared voicemail. So, although it’s not a true native contact centre, it does offer features that can support your customer service teams effectively.

Microsoft Teams can be utilised for true modern contact centre use when integrated with Dynamics 365 Contact Centre, Anywhere365, Enghouse Interactive Communications Center (EICC), Cisco Webex and other 3rd party vendor products.

For organisations that want solutions with business tools and workflows to drive the customer journey, contact centre integration for Microsoft Teams allows Contact Centre as a Service (CCaaS) solution providers to integrate their solutions into Teams. This integration can help optimise customer engagement with an easy, seamless experience.

There are three models to choose from to integrate a contact centre solution into Teams:

Connect model: Uses Microsoft certified SBCs and Direct Routing to connect contact centre solutions to Teams Phone System infrastructure.
Extend model: Uses Azure Bots and the Microsoft Graph Communication APIs to enable solution providers to create Teams apps.
Power model: Uses an SDK that enables solution providers to embed native Teams experiences in their App.

These models enable enhanced routing, configuration, and system insights. Agents can set up automated virtual assistants and skill-based routing queues to gather information and connect customers with subject matter experts.

A Microsoft Teams contact centre solution can be a catalyst for improved customer service, largely due to their omnichannel abilities. Agents can communicate with customers via calls, video meetings, and chat, including via social media, providing several options for customers to stay in touch.

Microsoft Teams contact centre solutions can significantly improve customer service in several ways:

Unified Communication Platform: Teams-certified contact centres integrate with Microsoft Teams, providing a unified communication platform that enhances customer support and internal collaboration by consolidating disparate communication channels and tools. This ultimately improves the overall customer experience.
Omnichannel Support: Microsoft Teams supports customer interaction work streams by acting as the hub for internal and external customer connection across its modes of communication including chat, video meetings, and calling. This allows businesses to meet their customers where they are with a seamless and consistent experience across channels.
AI Technology: Staff are empowered with advanced AI technology that powers a stronger customer experience and helps prevent agent burnout. Contact centre technologies and capabilities deliver customer and operational insights and recommend next-best actions .
Adaptability and Scalability: Using a Microsoft Teams contact centre solution is a strategic move that combines communication, collaboration, and automation to provide exceptional customer service. As customer support continues to evolve in response to changing customer expectations, Microsoft Teams offers a dynamic solution that adapts and scales with your business.

If you’re already using Microsoft Teams as your collaboration centre, you’re in an easy position to benefit from a Teams Contact Centre too. Some of the benefits of using Teams for your contact centre solution include: