Native Teams
Contact Center
Heedify is your Microsoft Teams contact center companion. We turn Microsoft Teams into a fully-fledged contact center. Companies like Société Générale and Balluff use Heedify to streamline call flow management and optimize processes in real time.
Whether you are running a service call centre or scaling enterprise-level support, Heedify brings flexibility, performance, and simplicity into one powerful platform.
Improve customer experience
without expensive omnichannel contact center software
Provide your customers the experience they crave while increasing ROI of Microsoft Teams, Heedify integrates with Teams Phone Contacts, leverage Azure Communications Services and take less than 60 min to get setup.
With advanced call management features like queues, IVR, and call recording, you can reduce wait time and introduce self-service without the need to go all-in on an a complex and expensive contact center software.
Advanced call management
without significant investment in omnichannel
Heedify equips your contact center with modern tools to easily build custom call flows and transform every conversation into actionable data with AI.
- Smart call queuing
- Skills-based routing
- Interactive voice response (IVR)
- Automatic call distribution
- Real-Time queue dashboards
- Artificial Intelligence: Transcribes and analyzes every conversation.
Detailed call reporting with Power BI
Heedify delivers advanced contact centre analytics by integrating seamlessly with Microsoft Power BI. This gives all kind of businesses a clear, data-driven view of their call centre performance and customer interactions.
- Live Wallbaord
- Real-Time queue management
- Historical KPIs live wait time, AHT, etc.
- Agent Status and performance
- Wait/resolution/abandon times
- Out-of-the-box or customisable
Configurable call recording and trascription
Heedify’s enterprise attendant console is a powerful cloud-based management hub that gives supervisors full visibility and control over their contact centre solution. Accessible anywhere, it enables businesses to oversee their service call centre without the need for complex on-premise infrastructure.
- Automatic or per agent
- Searchable call logs
- Report on call types
- Cloud storage and fully downloadable
- Granular permissions: Ensure your GDPR compliance.
- Simplified quality assurance with built-in transcription.
Integrate your Microsoft Teams contact center with business apps
Our integration with Power Automate transforms your CRM into the central brain of your contact center. By seamlessly syncing data, it equips your agents with a 360° customer view the moment a call is answered, eliminating repetition and personalizing service.
Intelligent routing directs each call to the most relevant expertise, boosting first-contact resolution. Finally, the automatic recording and transcription of calls within the CRM creates a complete historical record, leveraging every interaction for premium customer service and informed decision-making.
How does the Heedify Contact Center improve customer experience?
Give your customers the experience they expect while maximizing the ROI of Microsoft Teams.
The Heedify solution integrates seamlessly with Teams Phone Contacts, leverages Azure Communication Services, and can be deployed in less than 60 minutes.
Heedify sits on top of (and integrates with) Microsoft Teams, meaning there's little to configure.
Reduce wait times by introducing VIP calling, overflow handling, and live queue monitoring.
Introduce self-service options to route callers to the best suited agent in record time.
Record calls for compliance and quality assurance or set up per agent recording even for P2P calls.
Get real-time insights into your live calls and call queues and pull highly-detailed historical reports.
Easily enable chat for your helpdesk via Teams. Users reach service through Teams, agents answer via Teams with full features.
Is Heedify’s Contact Centre a Microsoft-certified solution?
Yes, Heedify’s Contact Centre is certified by Microsoft, ensuring seamless integration with Microsoft Teams and meeting Microsoft’s quality and security standards for contact centre solutions.
How quickly can Heedify’s Contact Center be set up?
Heedify’s solution is fully native to Microsoft Teams and can be operational in under one hour for any Microsoft 365 tenant.
What call management features does it offer?
Heedify’s Contact Center includes features such as call queuing with VIP prioritization, call recording, a smart IVR for skill-based routing, and live dashboards.Additionally, it supports chat channel, with all interactions happening within Microsoft Teams. Stay tuned for updates, as more channels will be supported soon.
Can it integrate with other business applications?
Yes, Heedify’s Contact Center seamlessly integrates with CRMs and other business applications to enhance workflow efficiency. We also simplify the use of Power Automate, providing a powerful bridge to connect easily with a wide range of products in the market.
Is the solution secure for call recordings?
Absolutely. Heedify securely stores all call recordings, ensuring quality monitoring.
How do I get a free trial of Heedify’s Contact Center?
To start a free trial, simply fill out the form on our Contact page. Our team will reach out to guide you through the trial process and answer any questions you may have.