Contact Centre for Teams (CC4Teams): unify calls, chat, email and social in Microsoft Teams
Turn Microsoft Teams into a full-scale contact centre. Route enquiries to the right people, track performance, and support customers on the channels they prefer.
Bring your customer conversations into one place
Many teams outgrow basic calling inside Microsoft Teams. As enquiries rise across phone, chat, email and social, it becomes harder to respond quickly, route to the right person, and keep visibility on service levels. Managers need accurate reporting and simple tools, while agents need a familiar interface that just works, on site or remote.
CC4Teams turns Microsoft Teams into a complete contact centre. It adds skill-based routing, queueing, wallboards, and reporting while keeping the Microsoft Teams experience your staff already use daily. Your customers reach you on the channel they prefer, your agents handle everything inside Teams, and leaders get real-time insight to improve service.
Control every enquiry from Teams
One interface
Handle phone, chat, email and social in Microsoft Teams to reduce training and context switching.
Smart routing
Direct customers to the right agent with skills, queues and priorities to cut wait times.
Anywhere access
Support office and remote staff with the same tools and consistent call quality.
Live visibility
Real-time and historical reporting to track SLAs, agent activity and customer outcomes.
Complete contact handling inside Microsoft Teams
Omnichannel in Teams
Serve customers across phone, chat, email and social channels without leaving Microsoft Teams. Reduce tool sprawl and speed up response times.
Skill-based routing
Route by topic, language or priority so the best-qualified agent answers first. Flexible queue logic helps you meet SLAs during busy periods.
Graphical IVR
Build and adjust call flows with a visual editor. Add menus, messages and schedules quickly, no complex coding or long change windows.
Reporting & wallboards
See queue lengths, abandonment, handle times and agent availability in real time. Use historical reports to spot trends and plan resourcing.
Faster answers, happier customers, stronger teams
Shorter wait times
Intelligent routing and clear queues connect customers with the right person, sooner.
Higher first-contact resolution
Agents work in one familiar interface with customer context at hand, improving outcomes on the first contact.
Lower operating costs
Consolidate tools into Microsoft Teams and scale as you grow, without heavy on-premise infrastructure.
Better management insight
Real-time visibility and historical analytics make it easier to coach teams and plan resourcing.
Flexible and scalable
Add queues, agents and channels as demand changes, supporting hybrid and remote work easily.
Improved customer satisfaction
Meet customers on their channel of choice and keep them informed with clear queueing and callbacks.
Why choose Metwide for CC4Teams implementation
Microsoft Teams expertise
Deep knowledge of Teams platform and contact centre integrations
Local engineering & support
Australian-based technical team for implementation and ongoing support
Contact centre experience
Proven track record with enterprise contact centre solutions
Structured rollout
Methodical deployment approach to minimise disruption
Integration know-how
Seamless connections with existing CRM and business systems
Security & governance
Enterprise-grade security and compliance expertise
Ready to see CC4Teams in action?
Book a personalised demo. We'll show you how routing, wallboards and reporting work inside Microsoft Teams and outline a rollout plan for your team.
Built for service-driven teams
Common questions about CC4Teams
What our clients say about our contact centre solutions
Interested in Contact Centre for Teams (CC4Teams)?
Let's map your queues, agents and reporting needs, then show you a targeted demo in Microsoft Teams.
Or call us directly at 1300 300 210