UniVoIP + Heedify: Microsoft Teams contact center for North America

The Microsoft Teams contact center conversation is moving faster in North America than anywhere else in the world.

Enterprises that already standardized on Teams for internal collaboration are now looking at their customer service stack and asking a simple question: should the contact center run on Teams too?

For a growing number of them, the answer is yes. And the solution they choose has to be genuinely native. Not an overlay, not a bridge, not a stopgap.

This article explains how Heedify and UniVoIP deliver exactly that for organizations across North America. We cover what the joint offering does, why it is built on Microsoft’s Unify framework, and how organizations can get started, whether they go direct through UniVoIP or through a channel partner.

The Teams contact center market in North America

Three options dominate when a Teams-standardized organization looks at its contact center stack:

• Keep the existing legacy contact center (Genesys, Five9, NICE, others) and let it live alongside Teams.
• Add a Teams overlay on top of the legacy contact center, so agents get a single window.
• Choose a contact center that is genuinely native to Teams from the ground up.

The first two paths look pragmatic. But the cost lands squarely on the agents.

For an agent handling calls all day, running two systems means two windows open at all times, two logins, two presence states to keep in sync (available in Teams but wrapping up in the contact center), duplicated notifications, and constant context switching between the customer conversation and the admin interface. Every second spent hunting for the right window is a second not spent solving the customer’s problem. Every mismatched presence is a call that lands where it shouldn’t.

Overlays reduce the visual friction but do not solve the underlying architectural split. On the operations side, two platforms means two sets of licenses, two admin consoles, two identity setups, two reporting systems, and two support contracts. Customer data ends up fragmented, integrations get harder, and every Microsoft update creates a coordination problem across vendors.

The third path removes the split entirely. Agents work in one platform. Administrators manage one platform. IT supports one platform. Microsoft delivers upstream improvements, and the contact center benefits automatically.

For this third path to work, the contact center vendor has to have made a strategic decision to build on Teams natively. Not to port a legacy product. Not to bolt an integration. To design around Teams from day one.

UniVoIP is that vendor for North America, and Heedify is the technology that powers their contact center.

The UniVoIP + Heedify partnership

UniVoIP Contact Center for Microsoft Teams is a Teams-native customer service platform, built on Microsoft’s Unify framework and powered by Heedify.

What that delivers in practice:

• Agents answer calls directly in Teams, on any device.
• Intelligent skills-based routing and call queue management.
• Omnichannel handling (voice, chat, web) inside a single interface.
• Real-time and historical analytics for team performance and SLA tracking.
• CRM-aware call logging and 360 degree customer view (HubSpot, Salesforce, and more).
• AI-ready by design, with optional consumption-based capabilities including real-time transcription, call summaries, and sentiment analysis.

Two organizations, complementary strengths:

• UniVoIP brings Teams-first architecture expertise, a purpose-built voice platform, U.S.-based 24/7/365 support, and a dense channel network.
• Heedify brings the Microsoft Certified Extend + Unify software engine, ISO 27001 certified operations, and the AI-ready foundation that powers the contact center experience.

The result is a solution that meets enterprise expectations for reliability and security, and adapts to the scale and pace of each customer’s operations.

Learn more about the joint offering on the UniVoIP Contact Center page.

Built on Unify: future-proof and AI-ready by design

The joint offering is built on Microsoft’s Unify framework, the calling architecture Microsoft designed for AI-native customer engagement. Unify runs contact center capabilities natively inside the Teams calling stack, using Microsoft’s calling APIs and identity, with no separate client for agents. That choice matters for two reasons.

Future-proof by design

As Microsoft continues to add capabilities to Teams calling (Personal Attendant, agentic AI, richer telemetry, new AI-native features), Unify-built contact centers inherit them automatically. No vendor rewrite, no waiting for a roadmap slot, no integration project. What ships in Teams ships in the contact center.

AI-ready by design

Unify assumes AI is part of the platform, not bolted on top. The architecture gives the contact center direct access to the signals it needs to reason about calls in real time: caller identity, presence, calendar context, meeting state, chat history. Every AI capability the contact center layers on is built on those native signals from day one, not reconstructed from what a bridge or overlay happens to expose.

As Dean Manzoori, CEO of UniVoIP, explained during a recent Cloud Communications Alliance podcast:

“We saw where the market was going, and we made a deliberate decision to align with Microsoft Teams and deliver voice and contact center as a seamless outcome.”

Dean Manzoori, CEO UniVoIP, Cloud Communications Alliance podcast, April 2026

Heedify made the same strategic bet years ago, before Unify was even a mainstream conversation. That is why the joint solution feels coherent: both companies bet on the same architectural direction, and both organizations are staking their roadmap on it.

For more on the personal vs team-scale distinction that shapes the Microsoft voice AI category, see our recent article on Personal Attendant vs Heedify AI Receptionist.

Built to scale from pilot to enterprise

The joint offering is designed to work from the first pilot up to organization-wide deployments, without a re-platforming step in between.

Fast to deploy

• Pilot on a Teams Phone number in weeks, not months.
• Per-agent pricing with no massive upfront commitment.
• Full functionality from day one, not a scaled-down starter version.

Scales without architectural change

• From a handful of agents to hundreds, on the same platform.
• Native CRM integrations (HubSpot, Salesforce, ServiceNow) at any size.
• Centralized administration and reporting across sites and teams.
• Optional AI capabilities on consumption pricing, scaling with actual usage.

What sets the offering apart

• Purpose-built for Microsoft Teams from day one. No overlay, no bridge, no separate client for agents.
• Built on Microsoft’s Unify framework, the architecture designed for AI-native customer engagement, not retrofitted to it.
• Delivered by UniVoIP with U.S.-based 24/7/365 support and a dense partner network, backed by Heedify’s ISO 27001 certified operations.

Getting started

For prospects in North America, there are two paths:

• Direct through UniVoIP. Request a demo, discuss scope with a UniVoIP specialist, and start the onboarding process. UniVoIP’s U.S.-based team handles deployment, training, and ongoing support.
• Through a channel partner. Many North American technology brokers and managed service providers resell UniVoIP Contact Center for Microsoft Teams.

For prospects outside North America, contact Heedify directly. We will either connect you with a local partner or engage directly, depending on your region and requirements.

Ready to explore?

In North America? Talk to UniVoIP.

Elsewhere? Talk to Heedify. Book a demo → ready in less than 60 minutes.