Every Channel, One Queue in Teams
The world's first Hybrid Queue contact centre for Microsoft Teams. Voice, WhatsApp, webchat, email, SMS, and social — all unified in a single queue with queue-based licensing.
All channels unified
Sarah Chen
NOW SERVINGVoice Call
0:42
Mike R.
1:15
support@acme.com
2:30
Visitor #412
Webchat
0:58
+61 412...
SMS
3:05
Channels Unified
Hybrid Queue CC
Uptime SLA
Day Free Trial
Hybrid Queues
Roger365 pioneered the world's first Hybrid Queue for Microsoft Teams. Every channel — voice, WhatsApp, webchat, email, SMS, and social — is treated equally in a single unified queue. No channel is second-class.
- All channels feed into one queue — agents handle any interaction from the same interface
- Consistent SLAs regardless of how the customer reaches out
- Skills-based routing works across all channels simultaneously
- Supervisors see every channel in a single wallboard view
- Customer context carries across channel switches
- Queue-based licensing — pay per queue, not per agent
7
In Queue
0:18
Avg Wait
97%
SLA Met
Queue-Based Licensing
Unlike per-seat contact centre licensing, Roger365 charges by queue. Add 5 or 50 agents to a queue — the licence cost stays the same.
Pay Per Queue
Every agent assigned to a queue gets full access to all features. Costs are tied to queues, not headcount.
Scale Freely
Seasonal or casual staff join a queue without additional licence spend. Grow your team without growing your costs.
Predictable Budget
No surprises. Your contact centre costs are fixed by queue count — headcount changes don't affect licensing.
Six Channels, One Interface
Roger365 routes every customer channel into unified Hybrid Queues inside Teams. Agents handle all channels from one place — no app switching.
Voice
Inbound & outbound calls via Teams with IVR and skills-based routing
Inbound and outbound WhatsApp messaging through the same queue
Webchat
Embeddable live chat widget for your website, routed to agents in Teams
Inbound email routed alongside voice and chat in unified queues
SMS
Two-way SMS conversations managed from the same Teams interface
Social Media
Facebook Messenger and Twitter/X messages handled by agents in Teams
Chatbot & AI Automation
Roger365 includes built-in chatbot capability powered by Azure OpenAI and Microsoft Copilot integration. Automate common queries across webchat, WhatsApp, and SMS — then seamlessly escalate to live agents with full context.
- QnA chatbots handle routine queries before agent escalation
- Azure OpenAI integration for intelligent, natural conversations
- Microsoft Copilot integration for AI-assisted agent workflows
- Sentiment analysis monitors customer emotion in real time
- Chatbots work across webchat, WhatsApp, SMS, and social channels
- Full conversation context passed to agents on escalation
Full Supervisor Toolkit
Monitor, coach, and manage your team across all channels — live from inside Microsoft Teams.
Wallboards
Drag-and-drop configurable dashboards with real-time queue metrics, agent status, and SLA tracking.
Silent Monitoring
Listen to live calls and view agent interactions in real time without being detected.
Whisper Coaching
Speak to agents during live interactions without the customer hearing — coach in the moment.
Barge
Join a live call and speak to both agent and customer when situations need immediate intervention.
Wallboards & Power BI
Roger365 includes drag-and-drop configurable wallboards for real-time monitoring, plus a native Power BI connector for deep analytics and scheduled reporting.
- Configurable real-time wallboards with drag-and-drop layout
- Native Power BI connector for custom dashboards
- Real-time and historical reporting across all channels
- Agent performance tracking and SLA monitoring
- Scheduled report delivery via email
- Data stays in your Microsoft 365 tenant
892
Interactions
+18%
2:54
Avg Handle
-12%
91%
FCR
+4%
4.8
CSAT
+0.3
Channel Volume — Today
CRM & Integrations
Roger365 connects with your CRM and business tools. Screen-pops show customer data on every interaction — regardless of channel.
Dynamics 365
CRM screen-pops, case management
Salesforce
Contact sync, screen-pops, logging
HubSpot
Contact sync, deal tracking
ServiceNow
Incident creation, workflow triggers
Power BI
Real-time & historical reporting
Microsoft 365
Calendar, presence, directory sync
Azure AD
SSO, role-based access, security
Power Platform
Power Automate workflows, custom apps
Who It's For
Growing teams where agent numbers change frequently
Businesses that want to avoid per-user contact centre licensing costs
Teams handling voice, webchat, WhatsApp, email, and SMS enquiries
Organisations already using Microsoft Teams for calling and collaboration
Companies that want chatbot automation for common customer queries
Per-Seat Licensing vs Queue-Based Licensing
See how Roger365's queue-based model changes the economics of running a contact centre.
Per-Seat CC Licensing
With Roger365
How We Deploy Roger365
PCONNECT manages the entire process from discovery to go-live and ongoing support.
Discovery
We review your Teams Calling setup, queue structure, channel requirements, and CRM integrations.
Configuration
Roger365 is installed in your Teams tenant with routing rules, queues, and channels configured.
Channels & Chatbots
Voice, webchat, WhatsApp, SMS, email, and social channels are connected. Chatbots configured if required.
Go-Live
Your contact centre goes live with wallboards, supervisor tools, and full omnichannel capability.
Ongoing Support
PCONNECT provides local Australian support, training, and configuration changes.
Discovery
We review your Teams Calling setup, queue structure, channel requirements, and CRM integrations.
Configuration
Roger365 is installed in your Teams tenant with routing rules, queues, and channels configured.
Channels & Chatbots
Voice, webchat, WhatsApp, SMS, email, and social channels are connected. Chatbots configured if required.
Go-Live
Your contact centre goes live with wallboards, supervisor tools, and full omnichannel capability.
Ongoing Support
PCONNECT provides local Australian support, training, and configuration changes.
Enterprise-Grade Trust
Roger365 meets the security, compliance, and certification standards your organisation requires.
Microsoft Extend + Unify
One of a select few globally holding both Microsoft Extend and Unify contact centre certifications — the highest level of Teams integration.
Compliant Recording
Omnichannel call recording across all interaction types. Compliant storage for regulatory requirements with data residency options.
Azure-Hosted
Runs in your Microsoft tenant on secure Azure datacenters. Data stays within your existing Microsoft environment with regional options.
Platform Capabilities
Hybrid Queues
World-first unified queuing that treats all channels equally — voice, chat, email, social in one queue
Skills-Based Routing
Route interactions to the best-matched agent based on skills, availability, and customer intent
Supervisor Tools
Live wallboards, silent monitoring, whisper coaching, barge, and real-time agent performance tracking
AI & Chatbots
Azure OpenAI chatbots, Copilot integration, sentiment analysis, and automated self-service
Compliant Recording
Omnichannel recording across all interaction types with compliant storage and data residency options
CRM Screen-Pops
Salesforce, Dynamics 365, HubSpot, ServiceNow, and more — customer data on every interaction
Frequently Asked Questions
Ready to Talk?
Roger365 is available as part of PCONNECT's Teams platform. Contact us for a demonstration and free 14-day trial.