Native Contact Centre for Teams

The Microsoft Teams Calling phone system is sweeping all before it. Now businesses are looking for contact centre integrations into Microsoft Teams Direct Routing need look no further.

Comms Group, Australia's first Microsoft Teams Direct Routing provider is now Australia's first vendor of contact centre solutions for Microsoft Teams Direct Routing. With integration capabilities for most CRM and Including saeforces for Teams, Comms Group is the supplier of choice for complex Contact Centre solutions for Microsoft Teams Calling.

Having delivered over 20 Teams contact and call centre solutions in our first 24 months of Teams Direct Routing, Comms Group can lay claim to being Australia's most experienced Teams contact centre provider.

Wallboard for Microsoft Teams native contact Centre

Microsoft Teams Contact Centre

Native contact centre for microsoft teams admin panel

Native Call Centre Solutions for Microsoft Teams Direct Routing

Our call centre and contact centre solutions for Microsoft Teams come in three varieties. When you need a phone system for a call centre, Comms Group has a range of solutions to suit with on premises and Cloud solutions including native, semi-native and hybrid contact centre solutions.

Native Call Centre Solutions for Microsoft Teams Direct

When you need a call centre phone system that is embedded within the Teams environment, we have the solution. The native contact centre phone system solutions natively use the Teams interface and have the contact centre icon built on the Teams application menu.

Why use a native Call Centre for Microsoft Teams?

Aside from having the contact centre functions appear within the application menu, the big advantage of a Microsoft Teams native contact centre is that it avoids any disruption of the audio stream, with the voice packets remaining within the Microsoft environment. By using a native contact centre solution for Teams, the audio stream doesn't need to traverse back through any supplier servers which has the potential to affect call quality.

Microsoft teams contact centre web application

Microsoft Teams phone system native contact centre mobile Mobile app

Fast ROI on Global Microsoft Teams Contact Centre deployments

Our cost effective deployments mean you get an ROI fast. And we don't just deliver a bare bones solution. Our contact centre solutions offer a feature rich but cost effective solution.

Using the Comms Group Teams contact centre telephony is your path to fast ROI with low cost subscription and deployment. With Comms Group you will add enhanced functionality for attendants, contact centre agents and office users. Our native contact centre solution for Microsoft Teams will improve productivity and efficiency across your business.

  • Comms Group Teams IP Voice Failover for enhanced availability
  • Lives in the Microsoft Cloud
  • World Class Clients for Web, Teams, Windows and Smartphones
  • Mobile Agents for Increased Flexibility – Work from Anywhere
  • Fully featured Windows switchboard attendant and contact centre client
  • Advanced calendar monitoring with presence
  • Auto attendant, ACDs, IVRs, CRM integration, advanced routing and call handling
  • Professional grade functionality including keyboard shortcuts
  • Easy to deploy, productivity focused, widget-based wallboards
  • Clear and informative statistics with interactive graphs
  • Modern intuitive interfaces make Microsoft users feel at home
  • Teams, smartphone and web apps available for remote work
  • Modern web-admin for easy configuration and maintenance

Improve enterprise functionality, enhance productivity and add much needed flexibility into your Microsoft Teams calling Contact Centre solution.

Your contact centre agents will benefit from a range of call centre features.

  • New benchmark for ergonomics and functionality
  • Professional grade keyboard control and reliability
  • Productivity enhancing wallboards, statistics and Teams and smartphone apps

Your non contact centre Team will benefit from the business wide advantages an integrated Contact Centre brings.

  • Take advantage of unique Outlook and Teams application based absence handling with spoken referrals
  • Innovative features for administrative and support staff

Your IT Team benefits from simplicity of use and deployment

  • Made for IT professionals, with unparalleled ease of maintenance
  • Global Azure High Availability multi-tenant hosting
  • Simple 10 minute customer onboarding
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The Skype for Business Contact Centre replacement

Microsoft Teams Calling is Microsoft's nominated replacement for on premises and Cloud Skype for Business from July 2021.

Using native Microsoft APIs, businesses can integrate their Microsoft Teams Phone System in with their contact centre with all of the customer, agent, Manager and Administrator features they have come to expect.

Our feature rich Teams contact centre solution is flexible, efficient and has everything you need in the one place – workplace management and collaboration tools, real time call reporting & analytics, agent supervisor tools such as remote monitoring, and CRM integration.

Comms Group depth of experience with contact centre and call centres for Microsoft Teams is unrivalled. With a low monthly subscription charge, this is a cost effective solution for any sized business.

We are not limited to native Contact Centres for Teams

We know many business have contracted solutions, solutions that just work well enough or sunk costs in on premises PBXs and other contact centre solutions, but want to move their workforce to Microsoft Teams. CommsChoice can help.

Semi Native Contact Centre for Teams

A semi-native call centre solution for Microsoft Teams runs seamlessly between the contact centre application but requires additional software application installation. Calls are managed seamlessly between the two applications using our years of experience in developing Cloud contact centre solutions.

Hybrid Contact centre for Microsoft Teams.

A hybrid call centre phone system will mean the bulk of the business use the Teams Direct Routing application and we keep the call centre or contact centre on the current Cloud or on premises PBX and set up an integration to manage calls between the two platforms. We do this in many cases where businesses have already made a significant investment in their contact centre phone system.

Talk to Australia's most experienced Contact Centre for Microsoft Teams Direct Routing Team on 1300 42 66 67.

Global Data Sovereignty & Compliance

Using CommsChoice Insights gives you peace of mind with your customers call recording data stored where your Office 365 licensing is domiciled.

CommsChoice Insights provides global data storage compliance available to your business regardless of industry, size or location. Insights addresses compliance requirements for MS Teams Call recordings with text transcription, AI-driven data redaction, and 256-bit AES encryption for your audit trail.

Insights provides compliance across a range of compliance regulations including GDPR, AU privacy Act, PCI-DSS, MiFID 2, FAIS, CCPA and POPI.

Data compliance is driven by a range of factors that affect most business with financial, health, consumer protection and for remote or online transactions.

Call recording is required under a range of circumstances including:

  • Contract fulfilment
  • To fulfill a legal requirement
  • To protect one or more participants
  • In the public interest or needed for the exercise of official authority
  • For a legitimate benefit to the recorder unless the interests of the call participants override that benefit.
Teams Contact Centre Compliance

Call recording for MS teams PCI Compliance

Fully PCI Compliant Call Recordings

CommsChoice Insights enables users to reliably protect customer data taken from call recordings within PCI DSS requirements. Using its PCI DSS module, CommsChoice Insights cleans personal financial data from call recordings, delivering premium security for you and your clients.

Audio Redaction of sensitive spoken data

Audio Redaction deletes any sensitive spoken data from call recordings. Upon playback of a call, Insights masks the audio file across the call segment where PCI redaction occurred. Since the audio has been permanently scrubbed, Insights skips this time segment and jumps to the next segment.

Insights uses two methods of audio redaction:

Via AI Automatic recognition

Using this method of PCI redaction, Insights AI speech recognition engine monitors your conversations in real-time.

Insights will recognise and permanently redact sensitive data in the conversation such as credit card numbers. This method offers enterprises an effortless path to PCI DSS compliance. Not only is it reliable, it’s flexible. Our analytics engine can be trained to redact only numbers with certain prefixes, or to redact any consecutive string of numbers. Our AI can be tweaked to suit your needs down to incredibly precise specifications.

Via API Call

Some credit card systems require a different method of enabling PCI compliance on recorded calls.

For instance, these systems may require redaction while an agent is actively viewing the input fields that hold credit card data. In such an instance, an API can connect the agent’s system to Insights redaction functions. For these users, we’ve developed the Insights Desktop Client which runs that API call on every extension that needs PCI compliance. We even provide a script that allows easy deployment of this capability across all those extensions at once. PCI redaction can either be triggered automatically in what we call silent mode, or manually by the agent as needed

Transcription Hashing

Transcription Hashing removes financial and sensitive customer data inside your Insights Speech-to-Text transcriptions, replacing the sensitive text with hash marks, signifying that PCI data has been removed.

Screen Capture Redaction

Screen Capture Redaction masks financial data detected inside of Insights screenshots. During playback, Insights automatically redacts any screens that are associated with PCI data, skips that segment of the call and resumes synchronously with the call audio.

Cloud Encryption

Cloud Encryption conceals the data on the Insights Call Network with 256-bit AES rotating encryption.


Being a MS Gold Partner for Communications means something!

Its means that Commschoice has been certified by Microsoft for our MS Teams Calling products and our ability to deploy them.

So choosing Commschoice is choosing a Microsoft Teams Partner you can trust.

Contact Centre for Micrsoft Teams

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