Zero experience disruption
Your agents work directly in Teams, the tool they already know. Calls, history and collaboration: all in one place. Less complexity, more efficiency.
Product Microsoft Certified Extend + Unify
Your contact centre directly inside Microsoft Teams.
Turn Teams into an omnichannel contact centre, operational in less than an hour.
Measured impact
Concrete results from day one with Heedify.
An optimised agent experience to transform your contact centre's performance.
−23 %
Wait time
+2 H
Saved per agent per day
+40 %
Agent satisfaction
99.99 %
Availability
Built on the Teams interface your teams already know
No new application to learn. Your agents and supervisors work from the Teams client they use every day, calls, queues, presence, customer context: all in one place.
Automation & AI
Call summaries, classification, transcription, AI agents (OpenAI Realtime, 10+ languages), Heedify automates repetitive tasks to free up agent brainpower and improve quality on the supervision side.
Synchronised CRM
HubSpot, Salesforce, Dynamics, deep two-way synchronisation. The agent sees the customer history on screen; the CRM is enriched automatically at the end of the call.
Omnichannel experience, directly inside Teams
An optimal agent experience, that transforms performance.
Heedify lifts the agent experience to boost performance. Zero experience disruption. Your agents work directly in Teams, the tool they already know.
Calls, history and collaboration: all in one place. Less complexity, more efficiency.
AI agents & automated tasks
Heedify automates the essentials, your agents focus on what matters.
Administrative tasks are handled automatically: call summaries, tagging, intelligent routing. Your agents focus on what matters, solving customer problems.
- Optimised omnichannel routing based on skills
- IVR & chatbots, no-code customisable journeys
- AI, automatic transcription and analysis (OpenAI Realtime, 10+ languages)
Real-time reports and dashboards
A complete reporting platform, with native Power BI.
Heedify delivers a complete reporting platform with real-time analytics, operational KPIs, and native Power BI integration.
Customisable reports, in-depth trend analysis with easy export. Full tracking of business metrics with comparison by period, team or queue.
All the capabilities of a modern contact centre
Advanced capabilities for a modern contact centre.
Heedify brings together all the advanced capabilities of a modern contact centre, to optimise operations and improve customer experience.
AI-powered automation
Administrative tasks are handled automatically: call summaries, tagging, intelligent routing. Your agents focus on what matters, solving customer problems.
Fully synchronised CRM
All customer information instantly accessible inside Teams. Deep integration with HubSpot, Salesforce, Dynamics. No screen switching, no wasted time.
Real-time dashboards
Customisable reports and trend analysis with easy export. Full tracking of business metrics with comparison by period, team or queue.
Post-call surveys (CSAT, NPS)
Automatic dispatch of post-call and post-chat surveys. Scores are consolidated and trigger alerts when results drop.
Supervision & quality
Live call listening, whisper coaching and barge-in. Recordings are stored securely, transcribed and analysed by AI to detect key moments and score agents.
Advanced features
Complete contact centre capabilities, inside Teams.
Heedify brings together every capability you'd expect from a modern contact centre, to optimise your operations and improve customer experience.
Skills-based intelligent routing
Calls are distributed automatically by skill, language and availability. Priority queues and overflow management absorb peaks, all from inside Teams.
DTMF IVR and voice recognition
Multi-level voice journeys combining DTMF and natural voice recognition. No-code visual editor to customise messages, prompts and call flows.
Call classification
Automatic categorisation of calls by reason, product or criticality. Tags enrich the CRM for reliable traceability, reporting and analytics.
Automation and processes
CRM actions, emails and IT notifications automated. Event-triggered workflows (SLA, quality, sentiment) plug into your business tools without recoding.
Satisfaction surveys
Automatic post-call and post-chat dispatch (CSAT, NPS, CES). Scores are consolidated and trigger alerts when thresholds are crossed.
Supervision and quality control
Live listen, whisper coaching, barge-in. Recordings are stored securely, transcribed and analysed by AI to spot key moments.
Automatic transcription and call summary
Every interaction is transcribed and summarised by AI. Less manual data entry for agents, better compliance, immediate insights for teams.
Security, compliance and quality
A secure, certified environment, aligned with the most demanding standards.
Heedify guarantees a secure and compliant environment, for operations that cannot afford to be approximate.
Built for critical environments.
Heedify relies on Microsoft infrastructure to guarantee resilience, authentication and compliance, by default.
- Enterprise resilience with 99.99% availability on Azure
- Authentication via Azure AD and role-based access controls
- GDPR-compliant architecture, European data, full audit trails
Quality, control and traceability.
Teams-certified recordings are transcribed, analysed and linked to the CRM, for fast, actionable quality control.
- Teams-certified recordings with automatic transcription
- Key-moment detection for targeted quality control
- Instant CRM synchronisation for accurate follow-up
The CRM, plugged into your calls.
Heedify connects your CRM to Teams to give agents all the customer context they need, and to automatically enrich recordings with transcripts and summaries.
- Salesforce, HubSpot, Microsoft Dynamics, native integrations
- Two-way synchronisation, no double entry
- Open API for ITSM, billing and custom business systems
Simple, transparent pricing
Clear pricing. No surprises.
Per-agent subscription, volume discounts, and every feature included.
FAQ
Frequently asked questions
Does Heedify run entirely inside Teams?
Yes. All contact centre capabilities, queues, IVR, supervision, recording, dashboards, are accessible directly inside the Teams client. Agents, supervisors and back-office teams use the interface they already master: no new application to install, no extra training, no dual identity to manage. The console opens like a standard Teams app.
How fast can we go live?
Less than an hour for a standard configuration. Heedify relies on Unify mode (Teams Phone Extensibility), so we reuse your Microsoft 365 identities, your Azure AD directory and your existing Teams Phone numbers. No parallel PBX, no number migration: connect, configure queues and routing, your agents log in. Complex deployments (multi-country, deep CRM integrations, regulated industries) are accompanied step by step by our team.
What level of AI is built in?
AI operates at several levels: automatic multilingual transcription of every interaction, structured call summary (reason, actions, next step), automatic classification to enrich the CRM, key-moment detection for quality control, and conversational AI agents (OpenAI Realtime, 10+ languages) to qualify or route requests. The quality scoring model aligns with your business criteria, and every automation stays traceable and auditable.
Is Heedify multichannel?
Yes. Voice, webchat and WhatsApp converge into a single console inside Teams. The agent handles all channels with the same customer context (CRM, history, presence), no app switching. Each channel's queues share the same routing rules, SLAs and reporting. Email and SMS are available depending on your configuration.
Which CRMs integrate natively and to what depth?
Salesforce, HubSpot and Microsoft Dynamics have native integrations: contact card surfaced on the call, click-to-call from the CRM, two-way sync of activities (calls, tickets, notes), automatic enrichment with transcription and call summary. For ITSM (ServiceNow, Jira), billing or custom business systems, an open API lets you wire in webhooks, lookups and automations.
How does Heedify handle security and compliance?
Heedify is hosted on Azure with 99.99% availability and regional redundancy. Authentication runs through Azure AD with role-based access controls (RBAC) and SSO. Data stays in Europe (configurable residency), encrypted in transit (TLS 1.2+) and at rest. GDPR-compliant with full audit trails on every interaction, recording and access. For regulated industries (healthcare, banking, public sector), Heedify relies on the Microsoft 365 and Azure infrastructure whose sector certifications are available on request. Unify mode guarantees voice flows stay under Microsoft 365 control.
Is Heedify suitable for large enterprises?
Yes. The Azure architecture scales from a few agents to several thousand, with multi-tenancy, multi-country support, hierarchical supervision and contractual SLAs. Large enterprises like Société Générale rely on Heedify for critical operations. Role-based governance, configuration change traceability and Power BI reporting capabilities meet large-account requirements.
Ready to discover the power of Heedify?
In production in less than an hour. Zero experience disruption for your agents.