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Heedify
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Industries Banking · Healthcare · Public · Industry

Your customer relationship inside Microsoft Teams.

A ready-to-use platform, aligned with your business operations, whatever your industry.

Your teams handle every customer request directly inside Teams. Native, AI-enriched, simple for agents and easy to administer for IT.

See Heedify in action Explore the industries
Société Générale, client Heedify
Ordre national des médecins, client Heedify
Balluff, client Heedify
CerFrance, client Heedify
Endrix, client Heedify
Why Heedify for Microsoft Teams

Teams is collaboration. Heedify is the contact centre.

Microsoft Teams is excellent for internal collaboration but doesn't cover every contact centre need. Heedify turns Teams into a native contact centre, certified Extend and Unify, aligned with your business operations from day one.

Built for your industry

Configured for your constraints, not against them

Heedify adapts to the operational realities of your industry, compliance, efficiency, business workflows.

Banking & Insurance

Claims handling, advisory and customer support, inside Teams, with recording and compliance by default. Your advisors keep the CRM context on every call.

Public sector & Administrations

Structured workflows, request traceability, GDPR compliance assured. Your agents serve citizens in a tool they already master: Teams.

Industry

Field technical support, team coordination, urgent request routing to the right expert. Native Teams, integrated with your ERP.

Healthcare

Secure care journeys, coordination between medical teams, GDPR compliant on sovereign Azure infrastructure. Conversations stay in Teams, no duplicate tooling for your caregivers.

Each industry benefits from a configuration tailored to its processes and business constraints.

Six capabilities, all inside Teams

What you can do with Heedify + Microsoft Teams

Six key capabilities for your agents and your IT admins, all inside Teams.

01

Recording + AI transcription + CRM sync

All calls recorded, AI-transcribed, synchronised with the CRM. Compliance by default. Your supervisors see everything, your agents save time.

02

Omnichannel inside Teams

Chat, webchat, WhatsApp, all channels converge into a single native Teams console. Your agents respond faster, with a consistent experience on every channel.

03

Attendant Console for Teams

Your attendants handle calls from their Teams client. One-click transfers, real-time presence, Azure AD address book.

04

Queue management + intelligent routing

Routing combines time-based rules, business logic, CRM data and caller identification. Every interaction lands with the right agent, fewer transfers, faster resolution.

05

Voice-recognition IVR

Customers express their intent naturally (OpenAI Realtime, 10+ languages). The system interprets and routes automatically, smooth for customers, intuitive for CX teams.

06

Process automation

Heedify automates actions across CRM, ITSM and billing systems. Less manual work, consistent processes for IT and the business.

Benefits by role

Customer service is a team sport.

From agents to supervisors, from business to compliance, Heedify equips every role with what they need.

Supervisor

Keep your team at peak performance.

Get full visibility on operations and act instantly to improve performance.

  • Real-time tracking of agents and queues
  • Real-time SLA alerts to reduce abandoned interactions
  • Actionable indicators to optimise resource allocation
Heedify supervisor steering their team inside Microsoft Teams, real-time queue tracking and SLA alerts
Agents

Work more efficiently, faster and with all the context.

Handle customer interactions efficiently from a single console integrated with Teams.

  • Fewer clicks for faster interaction handling
  • Full view of customer context at a glance
  • Less app switching, more focus
Heedify agent inside Microsoft Teams, single console with full customer context and integrated omnichannel
Business stakeholders

Steer and optimise performance.

Access clear analytics, aligned with your organisational objectives.

  • Clear visibility on team performance
  • Metrics aligned with business objectives
  • Track trends and KPIs effortlessly
Heedify dashboard for business stakeholders, analytics and KPIs aligned with business objectives
Compliance & Risk teams

Ensure security and compliance effortlessly.

Protect sensitive interactions while staying fully compliant.

  • Rule-based recording with full traceability
  • Industrial-grade encryption and retention controls
  • Compliance with regulated industry requirements
Heedify security and compliance, encryption, rule-based recording, GDPR and Azure infrastructure

Deployable in less than 60 minutes.

Response time improved by up to 22%. Microsoft Certified on Extend and Unify.

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