Teams Contact Center
Revolutionize customer service with a Microsoft Teams powered contact center
Add flexible call flow management and routing, drive increased productivity, and enhance customer satisfaction with Momentum’s innovative Contact Center solutions for Microsoft Teams.
Why Choose Momentum?
Take full control of your customer journey with Microsoft Teams
Improve engagement
Create a unified, optimized, and consistent experience for your customers. Build stronger customer relationships through better communication and personalization.
Empower employees
Increase productivity, flexibility, and autonomy with a comprehensive suite of self-service tools and features accessible from entirely within Microsoft Teams.
Enhance operations and decision-making
Streamline workflows with intelligent optimization and gain insights into contact center performance through powerful reporting and analytics.
Trusted by 30,000+ locations globally
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How to make Microsoft Teams your all-in-one phone system
Future-proofing your phone system is easy with Microsoft Teams. Download our quick guide and learn your options and the exact steps you can take to make the transition to a Teams-based phone system.
FEATURES & BENEFITS
Unify customer interactions and make better decisions
Advanced call routing
Configure multiple transfer options then route each caller to their destination with a single click.
Contact management
Quickly and easily find colleagues with advanced contact search, presence, and calendar insights.
Call distribution
Decrease wait times by getting callers to the correct agents with skill-based call distribution.
Intuitive workflows
Easily configure and manage call flows with a GUI-based editor without the need for additional IT resources and support.
Business intelligence
Generate in-depth insights by automatically pulling contact center data into analytics tools such as Tableau, SAS, or Oracle.
Easy integration
Enable no-code automation and third-party integration with a range of platforms, tools, and business applications.
The Momentum Difference
Connect with your customers at every touchpoint
Provide contact center staff with a suite of intuitive communication and productivity tools designed to enhance both their capabilities and the customer experience. With intelligent business process automation, advanced analytics, and seamless integration, Momentum offers benefits that include:
- Native Microsoft Teams integration
- Access to a broad portfolio of synergistic products and services
- Full visibility into customers, agents, and interactions.
- A single source of truth for customer data
WHY MOMENTUM
Engage with Momentum
Momentum empowers your business with the tools it needs to thrive. Enhance productivity and drive growth with custom solutions for connectivity, communication, engagement, and more. Experience the Momentum Difference firsthand.
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FAQ
Teams Contact Center frequently asked questions
What is a Microsoft Teams Contact Center solution?
The Microsoft Teams Contact Center solution unifies the familiar Teams phone system experience with popular contact center functionality, including voice, messaging, collaboration, and agent management. It lets organizations handle inbound and outbound customer interactions (calls, chats, etc.) directly within the Teams interface, providing seamless connectivity with the rest of the Microsoft 365 suite.
How does it integrate with Microsoft Teams?
Most certified Microsoft Teams Contact Center solutions use Microsoft’s calling and collaboration APIs to integrate directly with Teams. Agents can manage all customer interactions—voice, chat, emails—through Teams channels or specialized apps within Teams. This setup ensures that call control, presence, and customer data can be accessed and synchronized in real time without requiring multiple disjointed systems.
Do I need additional Microsoft licenses to use a Teams Contact Center?
The licensing requirements may vary depending on the provider, your organization’s existing Microsoft licensing, and the functionality you need (e.g., call recording, analytics, advanced routing). Generally, you will need:
- A Microsoft 365 (Teams-enabled) license for each agent.
- Microsoft Phone System and PSTN Calling Plan (or Direct Routing) licenses if you plan to integrate external phone numbers.
- Vendor-specific licensing for the contact center software, which may be purchased on a per-agent or usage-based model.
Is the Contact Center solution certified by Microsoft?
Many providers offer Microsoft-certified contact center solutions. Microsoft’s certification ensures that the solution meets Teams’ reliability, performance, and security standards. Always verify whether the vendor is part of the Microsoft Certified Contact Center program. Using a certified solution can also simplify support and compliance requirements.
Can I use my existing phone system or PSTN carrier?
Yes. Most Teams Contact Center solutions support Direct Routing, which allows you to integrate your preferred telephony carrier or on-premises Session Border Controllers (SBCs). This gives you flexibility in choosing the PSTN provider that best meets your cost, functionality, or geographic requirements.
How can I set up call routing and IVR in Teams?
Most solutions provide an intuitive admin portal to design call flows, greetings, menus, and skill-based routing rules. You can typically set up automated IVR flows to gather customer information (e.g., language preferences, reason for calling) before routing to the best-suited agent. Some solutions also leverage Copilot Agents for AI-driven self-service options.
testimonials
Hear from our customers
“We have been impressed with the quality of Momentum’s people from initial sales call, the technicians
who handled the changeover, the team that trained us, and those that help with ongoing maintenance.”
Sandy Pagnotti
RMHC Baltimore“We chose Momentum's hosted solution for our phones. Their experienced team, flexible service, and competitive pricing ensured a smooth transition. They understand the importance of working with attorneys and minimizing downtime during migration.”
Jon Slaughter
Gordon Thomas Honeywell“Momentum's support keeps me coming back. I judge a company by its post-sale support. A simple call accesses unmatched assistance. They pinpointed our needs, ensured the right solution, and provided a seamless deployment.”
Jeff Perry
International Car Wash Group“Evergreen Hospital was a PRI user for years, but meeting Momentum made switching to SIP easy. The process was simple, painless, and pleasant, with the right technology and price. Momentum's expertise and experience back their solution.”
Shawn Shiroma
Evergreen Health“With our old system, it often took 2-4 weeks to implement a single new office. With the cloud infrastructure provided by Momentum, it takes us a fraction of the time. We also enjoy higher capacity, more granular reporting, and significantly better pricing.”
Jerry Maye
Smile Doctors“We've been with Momentum for over 6 years as SIP trunking customers. Their technical support is responsive and invested, with alerts that detect toll fraud and maintain 99% uptime. I highly recommend Momentum's service to any organization transitioning to SIP.”
Josh Gross
Ednetics“LCOG's telecom group chose Momentum unanimously after a thorough evaluation. Momentum exceeded our goals, delivering 97% savings in carrier costs and excellent service since day one. They've been an invaluable partner.”
Heidi Leyba
Lane Council of Governments“Momentum's Hosted PBX service exceeds our expectations with the features and web portal control we need. Combined with their excellent support and friendly approach, it reaffirms our solid choice for our 5 offices and 200+ employees.”
Phil Almonte
Brighton Jones Financial
Build a better Contact Center
Support your customers with a customized Teams contact center solution
Give employees the functionality they need and customers the support experience they deserve. Let Momentum show you how.