Contact Centre Inside Teams
The only contact centre your agents will never need to learn. Voice, email, and WhatsApp — all inside the Teams app they already use every day.
Voice
18 active
12 queued
8 open
5
Queue
0:38
Wait
98%
SLA
87%
FCR
Microsoft Certified
Channels Unified
Uptime
Agents Supported
Native Teams Experience
CC4Teams runs inside Microsoft Teams. Your agents don't learn a new app — they use the one they already know.
Built for Teams, Not Bolted On
CC4Teams is a Microsoft-certified contact centre that runs entirely inside Microsoft Teams. Agents, supervisors, and administrators all work within the same interface — no context switching, no separate apps, no additional training.
- Agents receive and manage interactions inside the Teams interface they already know
- No separate softphone or agent desktop software required
- Supervisor tools, wallboards, and monitoring accessible from Teams
- Works alongside Teams calling, meetings, and chat — zero disruption
- Single sign-on via Microsoft 365 — no extra credentials
- Works on desktop, web, and mobile via the Teams app
Omnichannel from Day One
Voice, email, and WhatsApp feed into a single queue inside Teams. Agents see all channels in one place — no app switching.
Voice
Inbound & outbound calls routed through Teams with IVR and skills-based routing
Inbound email queued alongside voice — full visibility for supervisors
Inbound WhatsApp messages routed to agents in the same queue
Full Supervisor Toolkit
Monitor, coach, and manage your team in real time — all from inside Microsoft Teams.
Wallboards
Live queue dashboards with real-time metrics, agent status, and service levels — viewable in Teams or on TV displays.
Silent Monitoring
Listen to live calls without the agent or customer knowing. Review quality and compliance in real time.
Whisper Coaching
Speak to the agent during a call without the customer hearing. Coach agents live during difficult interactions.
Barge
Join a live call and speak to both the agent and customer. Intervene directly when situations require immediate action.
Built-In AI Features
AI capabilities are built into CC4Teams — not add-ons. Transcription, summarisation, and intelligent routing come standard.
NLU-Based IVR
Natural language understanding allows callers to speak naturally. The IVR routes based on intent, not menu presses.
Call Transcription
Every call is transcribed automatically. Searchable transcripts with speaker separation and timestamp markers.
AI Summarisation
Automatic post-call summaries with key topics, action items, and follow-up recommendations — no manual notes.
Smart Queue Routing
AI-powered routing analyses caller intent and history to direct interactions to the best-matched agent.
Power BI Integration
CC4Teams includes a native Power BI connector, giving you full access to contact centre data in the reporting tool your organisation already uses. Build custom dashboards, track KPIs, and share insights with stakeholders.
- Native Power BI connector — no third-party middleware
- Real-time and historical data available
- Pre-built report templates for common metrics
- Custom dashboards tailored to your KPIs
- Scheduled report delivery via email
- Data stays in your Microsoft 365 tenant
1,247
Calls Handled
+12%
3:42
Avg Handle Time
-8%
87%
First Contact Resolution
+3%
Calls by Hour — Today
Microsoft Ecosystem & Beyond
CC4Teams integrates with Microsoft tools your organisation already uses, plus leading third-party platforms.
Power BI
Native connector for custom dashboards
Dynamics 365
CRM context, case management
SharePoint
Knowledge base, document access
Microsoft 365
Calendar, presence, directory sync
Azure AD
SSO, role-based access, security
Salesforce
Screen pops, click-to-call, logging
HubSpot
Contact sync, deal tracking
ServiceNow
Incident creation, workflow triggers
Who It's For
Businesses already using Microsoft Teams for calling and collaboration
Organisations that want to avoid training agents on a separate contact centre app
Teams handling inbound voice, email, and WhatsApp enquiries
Companies that need supervisor tools, wallboards, and reporting in a Teams-native interface
Organisations requiring Microsoft certification and compliance standards
Separate CC Platform vs Teams-Native CC
Compare the overhead of running a standalone contact centre platform against a solution that lives inside Microsoft Teams.
Separate CC Platform
With CC4Teams
How We Deploy CC4Teams
PCONNECT manages the entire process from discovery to go-live and ongoing support.
Discovery
We review your Teams Calling setup, queue requirements, and integrations.
Configuration
CC4Teams is deployed into your Teams tenant with routing and queue rules.
Agent Onboarding
Agents see contact centre controls inside their existing Teams app.
Go-Live
Your contact centre goes live inside Teams with full supervisor visibility.
Ongoing Support
PCONNECT provides local Australian support and configuration changes.
Discovery
We review your Teams Calling setup, queue requirements, and integrations.
Configuration
CC4Teams is deployed into your Teams tenant with routing and queue rules.
Agent Onboarding
Agents see contact centre controls inside their existing Teams app.
Go-Live
Your contact centre goes live inside Teams with full supervisor visibility.
Ongoing Support
PCONNECT provides local Australian support and configuration changes.
Enterprise-Grade Compliance
CC4Teams meets the security and compliance standards your organisation requires.
ISO 27001
Certified information security management system. Your data is handled according to international security standards.
Microsoft Teams Certified
Meets Microsoft's quality, security, and interoperability standards for Teams contact centre solutions.
PCI-Compliant Recording
Call recording with PCI compliance options. Pause/resume recording for payment card data protection.
Platform Capabilities
Routing
Skills-based routing, longest-available agent, priority rules, IVR with self-service
Supervisor Tools
Live wallboards, silent monitoring, whisper coaching, barge, real-time agent status
Reporting & Power BI
Real-time dashboards, historical reports, Power BI integration for custom views
AI Features
Voice IVR with NLU, call transcription and summarisation, AI-powered queue redirection
Call Recording
Record by user, queue, or policy. Searchable recordings with retention and PCI options
Security & Compliance
ISO 27001 certified, Microsoft Teams certified, role-based access, audit trails
Frequently Asked Questions
Ready to Talk?
Contact us to arrange a demonstration and see how CC4Teams fits your team.