Your customers are waiting on hold. Your team is already in Teams.
CC4Teams turns Microsoft Teams into a full omni-channel contact centre — voice, email, WhatsApp and webchat in one agent workspace. Flexr is an authorised implementation partner, so it lands right the first time. See what that looks like in your sector:
Answer the community faster — without adding headcount.
Callback queueing, self-service and omni-channel intake absorb the peaks, so the customer service centre stops being a bottleneck.
Handle every member enquiry without loosening compliance.
Skills-based routing gets members to the right specialist first time, while ad-hoc compliance recording keeps sensitive conversations defensible.
Every client call answered, logged and accounted for.
Customer journey mapping and wrap-up codes tie every conversation back to the client and the matter — so nothing goes unbilled or unrecorded.
Enrolment season without the queue collapsing.
Route enrolment, student services and IT support to the right team across campuses, and add licences only for the months you need them.
Give people who need help the shortest path to a person.
A familiar Teams interface means volunteers and casual staff are productive on day one, and per-user licensing keeps the cost proportionate.
Six things a proper contact centre fixes in the first month.
If any of these sound like your customer experience today, there’s an easy lift available.
Shorter waits, fewer drop-offs
Intelligent queueing and callback keep callers in line without holding — so fewer hang up.
Right agent, first time
Skills-based routing sends each customer straight to someone who can actually help.
More ways to reach you
Email, WhatsApp and webchat sit alongside voice, so customers choose the channel that suits them.
Routine enquiries handled for you
Automation and self-service clear the simple questions, freeing agents for the complex ones.
Every agent already in context
Customer journey mapping puts the full history on screen — nobody re-explains themselves.
Decisions backed by real data
Realtime and historical Power BI reporting shows exactly where staffing and queues need attention.
Transform the customer experience without changing how your team works.
Purpose-built for Teams
Agents work in the app they already open every day. No second desktop, no extra logins.
Genuinely omni-channel
Voice, email, WhatsApp and webchat land in one interface, routed by the same rules.
Per-user licensing
Licence agents, supervisors and operators separately — scale up or down as volumes shift.
Certified and compliant
A Microsoft Extended Contact Centre Solution, ISO 27001, geo-redundant and highly available.
Every conversation, one queue.
Voice, email, WhatsApp and webchat routed by the same rules, reported in the same place.
Everything a modern contact centre needs — inside Teams.
Optimised call distribution
Intelligent queue management with callback — customers keep their place without holding.
Skills-based routing
Skills, last-agent, desire and preferred-agent routing to lift first-call resolution.
Graphical flow builder
Design and change IVR and call flows visually — no ticket, no waiting on a vendor.
Customer journey mapping
Interaction tracking and notes, so agents open every conversation already in context.
AI and self-service
Azure cognitive services for text-to-speech, speech-to-text and chatbot-led triage.
Power BI reporting
Realtime and historical analytics on agent performance, queue efficiency and engagement.
Supervisor controls
Listen in, barge in and whisper via chat, with live agent presence and queue priority.
Seamless handoffs
Cold and warm transfers to agents, queues or external numbers, with wrap-up codes.
Ad-hoc compliance recording
Agents start recording when the conversation requires it — compliant without recording everything.
A new agent experience in the app your team already knows how to use.
Agents. Operators. Supervisors.
Each role gets its own interface — so nobody pays for capability they’ll never open.
Agent
The full workspace for people answering customers all day.
Operator
A reception switchboard for the front door of the business.
Supervisor
Live oversight and the numbers to act on it — up to 100 supervisors.
Start with the standard licence. Add only what each team needs.
Every CC4Teams licence includes Agent Pro Voice. Everything else is per-user, so licensing follows the shape of your business — not the other way around.
Agent Pro Voice
The full voice agent toolkit — queueing, routing, transfers, wrap-up and reporting foundations.
Agent Pro Omnichannel
Pricing on requestAdds email and WhatsApp alongside voice, with auto-responses and quick-reply templates.
CC4Teams Supervisor
Pricing on requestAgent control dashboard, listen in / barge in / whisper, and live wait-time control.
CC4Teams Operator
Pricing on requestReception switchboard with park, retrieve and full visibility of parked calls.
CC4Teams Reporting
Pricing on requestRealtime dashboard and historical reporting through Microsoft Power BI.
Optional CRM integrations
Dynamics 365, ServiceNow and Salesforce CTI, plus RedCactus for 200+ business applications.
Name the problem — there’s a product for it.
A contact centre is rarely the whole answer. These pick up the calls, compliance and reporting that sit around it.
Recording every call for PCI and dispute cover
Compliant encrypted recording with AI-driven analytics and multilingual insights.
Call CabinetAdoption and call-quality visibility across the business
User adoption and call-quality analysis beyond the contact centre queue.
ClobbaYour CRM on screen the moment the call connects
Click-to-dial and customisable fields across 200+ business applications.
RedCactusThe calling service underneath it all
Carrier-grade Teams calling on an Australian-owned, geo-redundant network.
Operator ConnectTriage and resolve routine enquiries automatically
Answer, route and resolve common questions before they reach a queue.
AI Voice AssistantTwo-way business SMS
Business SMS and personalised Sender Names for outbound follow-up.
SMS GatewayOne platform. Every conversation.
Book a discovery call and we’ll show you CC4Teams running in Teams — then work with you to map your queues, channels and reporting around how your team works.