Teams provides calling, auto attendants, and call queues out of the box. Full contact center capabilities (routing logic, omnichannel, AI assistants, compliance recording, advanced reporting) come from third-party solutions integrated with Teams such as Imagicle.

Voice is standard; most platforms (including Imagicle) add web chat, email, SMS, WhatsApp, social messaging, and voice/chat bots managed from a single agent desktop client.

Yes. Contact center voice features typically depend on Teams Phone (the telephony workload within Microsoft 365) plus Calling Plan, Operator Connect or Direct Routing – Imagicle supports any model.

Yes, the Imagicle Contact Center proposition is truly omnichannel, supporting both digital and voice inbound transactions from a single agent endpoint.

Yes. Agents get a dedicated voice and digital workspace, AI virtual assistants, compliance recording, and more through a smooth, Microsoft-certified integration that keeps agents inside Teams while adding all needed capabilities to the platform with no retraining needed.

Yes. Imagicle offers chatbots and voice bots for automatic, self-service interactions, working 24/7 in multilingual natural language, automating routines and simple tasks so that agents can focus on those requests that really needs human attention. Call routing is automated through the sophisticated algorithms of the Advanced Queueing applications, and if AI Virtual Receptionist is added, transfers to target company users happen through callers’ natural language requests, with no need for DMTF.

Yes. Adding AI Voice Analytics to your stack takes your recorded conversations to the next level: they get transcribed, analyzed with sentiment analysis to gauge performance, and supervisors can power search through transcripts or tag them to spot relevant topics in few seconds. The value is to quickly reveal agent and service performances without listening to countless calls.

Yes. Imagicle offers AI-powered voice/digital virtual agents that handle FAQs, routing, and other repetitive interactions across voice, chat, SMS, email, and more, 24/7 and in multiple languages through a no-code set up. This lets agents focus on higher-value work and better handle break or peak times.

Imagicle Virtual Agents are meant to automatically handle inbound voice or digital transactions with no human intervention, offering a wide range of self-service responses to multiple FAQs thanks to the integration with KB contents provided by the customer. Embedded AI integration helps Virtual Agents to understand query intents and reply accordingly with natural language syntax.

Yes. Imagicle AI Virtual Agents and Virtual Receptionist can send timely appointment reminders (e.g., to patients or customers) via SMS or email, supporting voice-based self-service flows to cancel or modify appointments.

Yes. Whatever is your PSTN architecture (MS calling Plan, Direct Routing or Operator Connect), you can retain numbers and carriers while routing calls into Teams and your contact center.

Yes. Imagicle AI Virtual Assistants surface knowledge articles from your KB to craft the best answers for customers’ FAQ, and they self update whenever you update your knowledge base. Simply put, they’re being constantly and automatically trained to the latest information.

Yes, for both Contact Center and Security & Compliance. Certified solutions align with Microsoft security patterns and support role-based access, encryption in transit/at rest, audit logs, and data residency options – making them the safest choice to build your contact center on Teams. Discover more in our compliance section.

Yes. Imagicle offers full compliance with GDPR, HIPAA, PCI-DSS, FINMA, MiFID II, and more thanks to features such as role-based access, log and audit trail, data retention policy, encryption at rest, encryption in access, and more – naturally built into the products with no effort on the customers’ side. Imagicle is also ISO-27001 certified.

Microsoft Dynamics 365 Contact Center (D365 CC) is a Copilot-first, standalone CCaaS built for multichannel engagement at scale. It’s excellent for large, complex enterprises, but it’s not the only (or best) option for every MS-Teams-based inbound contact center software. Many organizations achieve faster time-to-value and lower operational overhead by extending Teams with a certified third-party contact center that doesn’t overwhelm agents with features rather than adopting an enterprise CCaaS platform.

Learn more in our Contact Center Playbook.

Imagicle offers two subscription plans for Teams integration.

1. Contact Center Digital, allowing to expand an existing voice service with digital channels.
2. Contact Center Omnichannel, including call controls, AI voice assistants, ACD/IVR, contact manager, and more

You can also choose to add Compliance Recording, Voice Analytics, AI Virtual Receptionist or additional ACD/IVR channels as add ons.

Learn more about pricing on the Microsoft Marketplace or our ‘Plans’ tab above.