Case studies, deep dives into Agentic AI, Extend and Unify tutorials. Everything you need to build a native Microsoft Teams contact centre.
Industry Insights
What a warm transfer is, how it differs from a cold transfer, how it works in Microsoft Teams, and what changes when an AI receptionist takes the call first.
Industry Insights
Teams Phone Agent, the AI receptionist for Microsoft Teams, is GA. What it does, its current limits, and how to hand calls to humans with full context.
Industry Insights
Microsoft added native callback to Teams call queues in late 2024. What it does, where it breaks down in production, and what a callback must guarantee.
Industry Insights
The 10 KPIs to measure a voice AI agent inside a Microsoft Teams contact center in 2026, with a focus on the CSAT split between bot, escalated, and human calls.
Industry Insights
The touch-tone IVR is 30 years old and the reports show it. Here is what changes with AI voice, the new KPIs, and a decision framework.
Industry Insights
UniVoIP's Microsoft Teams contact center is powered by Heedify, built on the Unify framework. A native Teams experience for organizations across North America.
Industry Insights
Microsoft launched Personal Attendant for Teams Phone. Here is what changes for team-scale customer service, and where Heedify AI Receptionist fits.
Industry Insights
Heedify is ISO/IEC 27001:2022 certified by AFNOR Certification. What it changes for organisations running their contact centre on Microsoft Teams.
Product
Heedify launches the AI Receptionist for Microsoft Teams. Answers every call in under 2 seconds, understands intent, routes correctly. Native Teams, free trial.
Industry Insights
Discover how AI and Heedify revolutionise speech analytics to enhance customer experience in call centres with real-time insights and smarter coaching.
Product
Connect, Extend, Unify: three POPC integration models for Microsoft Teams. Why Unify removes the double ringing and changes the game.
Industry Insights
Informal contact centers are the talk of the town. But what exactly are they, and can you actually use one with Microsoft Teams? Heedify breaks it down.
Industry Insights
Agentic AI is reshaping how contact centres handle routing, summarisation and agent assistance. A practical view from the Microsoft Teams ecosystem.
Customer Story
Discover how Balluff improved telesales efficiency in Asia with Heedify's contact center CRM integration for seamless HubSpot and Microsoft Teams.
Product
Properly integrating Teams chat in the contact centre is a game changer: agent productivity, customer experience, supervision. Here is how to nail it.
Customer Story
Heedify expands distribution to ANZ with Voitec. Native Teams attendant console, deployment in under 60 minutes, local support.
Industry Insights
KPIs, customisation, real time: the keys to effective Teams call centre reporting. A practical view from the Power BI and operations side.
Product
The Microsoft Teams Unify certification is a game changer for IT teams: simpler governance, clear support, controlled deployment on Teams.
Industry Insights
Phone reception remains the first customer touchpoint. Why a Teams-integrated attendant console changes the game for your operators.
Customer Story
Thanks to the Heedify Console, CRM integration, and centralized reports, Cerfrance Vendée optimizes call management and boosts productivity.
