• Stay on top of what’s happening in real time: See live call volume, team availability, and missed calls as they happen. Spot gaps, catch issues early, and adjust quickly, all from one dashboard.
• Know who's calling before you answer: Get instant pop-ups with caller details pulled from your CRM or helpdesk systems. Your team sees the context they need to respond faster and more personally.
• Make sure every call goes to the right place: Route calls based on availability, skillset, or priority. High-value conversations reach the right team member without delays or rerouting.
• Support more channels without more complexity: Handle voicemail, callback requests, and even text messages from the same system. Keep everything connected, even across locations and departments.
• Designed to work with your Microsoft Teams data: Teams PowerPack – CX is built with native Microsoft Teams technology, like Azure Bot Services and Microsoft-grade security, so it’s just as secure as the rest of your Teams tools.

Your data doesn’t just sit in reports, it helps drive better results

• For Sales: Track call frequency, duration, and follow-up activity to uncover what drives conversions. With visibility into individual and team patterns, you can refine outreach strategies, reduce missed opportunities, and improve conversion rates across the pipeline.
• For Marketing: Use real call data to get more out of your marketing and improve ROI. See when people are calling, then shape your campaigns around those patterns to sharpen your message, spend smarter, and convert more leads.
• For Customer Service: Deliver premium customer service by customizing every interaction. Track call resolution times, pinpoint long hold periods, improve efficiency, and turn every call into a loyalty-building moment.
• For IT: Monitor voice call flows with clear, actionable reports. Identify network issues, resolve them quickly and help teams maintain good quality communication.

1. Real-time Monitoring & Management: Live Call Wallboard, Desktop Notifications, Grab Calls from Wallboard, and more.
2. Reporting & Analytics: Availability, Core Reporting, Calls X-Ray, Abandoned Calls, Not Handled, Dropped, Scheduled Reports, and more.
3. Call Routing & Distribution: Call Routing Methods, Skill Opt In/Out, Score-based Routing, Discrete Presence-based Routing, Auto Attendants, Call Queues, Auto Attendant Bypass, and more.
4. Customer Interaction & Communication Channels: Call back & Voicemail Capabilities, PSTN Call-Recording, Music on Hold, and more.
5. CRM & Application Integration: Get instant pop-ups with caller details pulled from your CRM or helpdesk systems.
6. Platform & Infrastructure: Built with native Microsoft Teams technology, like Azure Bot Services and Microsoft-grade security. Mult Hubs, Multi-device Ready, Global Time Zone, and more.