Contact Centers and Telephony

You can't make up for a missed call. Nor can you make up for a poor connection.

Contact center on Microsoft Teams, telephony Teams Phone, call recording, integration with CRM. This page serves as the entry point: each solution we integrate is described here in a few lines, with a link to its dedicated page. Thirty years of enterprise voice solutions, from PBX to cloud.

Let's talk about your project Which solution is right for you?

Are you looking for something specific?

Where to start

Four questions are key. The product name comes later.

No one starts out knowing whether they need Luware or Dynamics: you start with an overflowing switchboard, a customer waiting, or an auditor requesting recordings. Answer these four questions, and the options will narrow on their own.

Do your agents already live in Teams ?

If so, the solution should integrate with it rather than open a second window. An agent who switches back and forth between two applications loses half the benefit.

Where is the customer record stored?

Dynamics? Another CRM ? Nowhere? This determines whether the call should open a record on its own, and therefore what kind of integration needs to be built.

Do you need to register, and for whom?

Internal convenience or regulatory requirement? Neither requires the same solution, the same retention period, nor the same evidence.

How many people, what lines, what hours?

Three people taking turns at the front desk and fifty staff members speaking three languages are not part of the same system or the same budget.

Comparison of the contact center solutions we integrate
Solution	Who is it for?	Where it is strongest	What You Need to Know
Luware Nimbus Extend Model Posted today The page Luware	Who is it for?Organizations whose teams already work in Teams : reception, back office, customer service—from a single workstation to a full-scale contact center.	Where it shines:Call and taskrouting, the reception console, and compliant recording—all without leaving Teams.	What You Need to Know: A Swiss software companybased in Zurich. Microsoft-certified contact center application; certification renewed in March 2026.
Microsoft Dynamics 365 Dynamics 365 Contact Center Unify Model Posted today The Microsoft page	Who is it for? Thosewho want voice and digital services in a single stack, and especially those whose customer service already runs on Dynamics 365.	Where it’s strongest: End-to-end omnichannel, Copilot agents at the first level, and continuity with the customer file.	What You Need to Know: This isMicrosoft's own contact center. It works with Dynamics 365 Customer Service as well as with another site: CRM.
AudioCodes Voca CIC Unify Model The Voca Page	Who is it for? Organizations that want a contact center up and running quickly, without having to launch a six-month project.	Where it shines:Rapid deployment, voice-controlled voice server, and a low entry cost.	What You Need to Know: Fromthe same manufacturer as the session controllers we already install. Unify-certified by Microsoft.
Anywhere365 Extend Model The Anywhere365 page	Who is it for? Complex environments: multiple sites, multiple languages, and multiple entities within the same tenant.	Where it is strongest: thedepth of configuration and regulated sectors, where each queue has its own rules.	What You Need to Know: Powerful, but demanding—this solution requires careful design work before it can be put into service.

How do you plug it in?

Three ways to connect a contact center to Microsoft Teams.

Microsoft certifies solutions based on three models. This isn’t just an engineering technicality: the model determines who has the final say, where calls are recorded, and what happens in the event of an outage. A comparison of features that ignores this point is meaningless.

Model 1

Connect

The contact center retains its own telephony system and connects to Teams via a certified session controller and direct routing. Teams and the solution remain two separate systems that communicate with each other.

This is for you if you already have a contact center that's doing the job and you don't want to replace it—just integrate it.

Model 2

Extend

The solution is based on the Teams client and Microsoft's communication interfaces. The agent answers the call in Teams using their number Teams ; there is no second phone.

This is for you if your teams are already using Teams and you want reception, back-office, and customer service all in one tool. This is the Nimbus Luware model.

Model 3

Unify

The publisher is building its own contact center on Azure Communication Services, using the call infrastructure from Teams. A single stack, from the network all the way to the customer record. Until recently, this model was called “Power.”

For those of you who want omnichannel and AI in a cohesive package. This is the model offered by Dynamics 365 Contact Center andAudioCodes Voca.

What We Are Asking Today

Two solutions that we are implementing—not just demonstrating.

The others remain on the table: we include them as well, and their pages are listed above. But these are the two we install most often, and the ones our engineers know best.

Luware : the contact center located inside Teams

Swiss publisher

Luware It doesn't just set up a contact center next to Teams —it integrates it into the platform. Agents remain within the customer profile they're familiar with, along with the customer's number and activity history, and also have access to waitlists, tasks, statistics, and dashboards.

The product line addresses three needs that almost always go hand in hand: call and task routing, a reception console for switchboard operators, andcompliant recording of conversations.

It is a Swiss software company based in Zurich whose application is certified by Microsoft for contact centers—a certification that was renewed in March 2026. For a company in French-speaking Switzerland that must meet compliance requirements, these two factors are just as important as the list of features.

NimbusCall and Task RoutingHome ConsoleLuware RecordingDashboardsIntegration CRM

Everything About Luware for Microsoft Teams

What we do there

The routing plan developed in collaboration with the business: queues, skills, schedules, overflow, and holidays
Setup and connection to your existing Teams phone system
Proper Recording, Retention, and Access Rights to Recordings
Retrieving the customer record from your CRM when a call comes in
Supervisor training and follow-up support: we’re the ones who handle it

Microsoft Dynamics 365

Dynamics 365 Contact Center: Voice and Customer Records in the Same Stack

Microsoft

This is Microsoft’s own contact center, launched in 2024. It brings together voice, chat, email, and social media channels into a single agent desk, with Copilot providing support: conversation summaries, suggested responses, and knowledge base searches.

Its strength isn’t the list of channels; it’s the continuity: the call, the history, and the case file are all in one place. It works with Dynamics 365 Customer Service, but also with the CRM you already have —this point is often overlooked, and it makes all the difference for a company that doesn’t want to replace its management tool.

Since May 2026, real-time voice agents have been able to handle first-level support: they understand speech, allow themselves to be interrupted, switch languages, and hand the call over to a human when necessary.

Voice and Digital ChannelsCopilotAzure Communication ServicesTeams Phone ExtensibilityDynamics 365 Customer Service

The Microsoft Contact Center Platform

What we do there

Voice Service Connection: Numbers, Carrier, and Integration with Your Phone System Teams
Call flows and distribution rules, developed in collaboration with the business
Integration with the customer record, either in Dynamics or in the web CRM r you use
First-level Copilot agents and the clear boundaries of what they handle
Migrating existing data: queues, announcements, schedules, history

Check this before making a commitment: When they were first made generally available, real-time voice agents were hosted in North America. For a Swiss company, the question of data residency must be addressed before signing the contract, not after. We always ask this question.

What holds everything else together

A contact center is only as good as the telephony infrastructure behind it.

This is the company’s core business, and it’s the part that failed projects have botched. Before choosing an agent tool, you need to ensure that calls come in, go out, survive an outage, and reach the right number.

Microsoft Telephony Teams

Teams Phone Set up Teams as the company's phone system: phone numbers, automated switchboard, call queues, voicemail. View the page NexTeams365 Our telephony operations platform: Teams. Your teams can manage numbers and users without our assistance. View the page Session Controllers AudioCodes Connection to the carrier, redundancy, and call continuity when the link goes down. View the page Ribbon Communications The other manufacturer of session controllers that we install, depending on the topology and the carrier. View the page Migration PBX, VoIP, UC Migrate from a legacy switchboard without taking the switchboard offline for even a single day. View the page From Cisco to Teams The migration Cisco -to- Teams Phone migration, one extension at a time. View the page

Workstations, Rooms, and Wireless Networks

Devices and Headsets Poly, Jabra, Yealink, AudioCodes : Certified hardware for Teams, selected based on actual usage. View the page Spectralink IP-DECT On-site mobility: warehouses, workshops, hospitals—anywhere the phone needs to follow the person. View the page Theaters and Video Meeting room equipment, from small, private meetings to boardrooms. View the page

About the Call

Voice integrations of all kinds.

A call doesn't end when you pick up the phone. It opens a record, it's logged, it's billed, it's tracked, and sometimes it has to be verified. That's what we're building around: every building block has its own page.

The customer file associated with the call

Dynamics 365 Customer Service The customer service team behind the call: cases, queues, knowledge base, and response time commitments. View the page Microsoft Dynamics 365 The whole family, when the contact center is just one part of a larger project. View the page

Record calls and be able to prove it

Luware Recording

A compliance recording solution from the same vendor as Nimbus, running in the same environment— Teams —and managed by the same team. It’s the natural choice when your contact center is already hosted by Luware : one console, one point of contact, one contract.

Recording Calls and Meetings Teams
Configurable retention and access rights
AI-Powered Summary and Analysis

The page Luware

AudioCodes SmartTAP 360°

Recording when evidence is the very purpose of the project—not just a convenience. Certified for Microsoft Teams, it captures voice, video, and messaging; encrypts recordings; and allows them to be exported with a digital signature that certifies they have not been tampered with.

Voice, Video, and Instant Messaging
Encryption, digital signatures, domestic storage
Designed to meet the requirements of MiFID II, GDPR, PCI DSS, and auditor requests
Managed service version, with AI-powered interaction analysis

The page AudioCodes

About the Recording

Recording and Reporting The page that brings together tools for registration, cost reporting , and access control. View the page Call Charges Know the cost of voice services, by service and by location, and bill accordingly when necessary. View the page SphereShield Compliance Monitoring and Data Leak Prevention for Conversations Teams. View the page

Lead teams, not just calls

Verint Calabrio WFM

Workforce Management for Resellers Verint

A contact center almost never runs into technical problems—it runs into scheduling issues. Too many agents on Tuesday, not enough at 11 a.m. on Monday, breaks that fall at the worst possible time, and a service rate that plummets without anyone knowing why.

We are resellers of Verint ’s workforce management solution and we implement it. This is the offering that the market has long known as Calabrio : Since the acquisition, it has been managed by Verint and retains its product name, Calabrio Workforce Management.

Machine Learning-Assisted Load Forecasting
Automated schedule creation and adjustments throughout the day
Real-time monitoring of schedule adherence
Agent Portal: Schedule Exchanges and Self-Service Requests

Talking About a WFM Project

How Workforce Management Is Changing Things in Practice

This is the layer that almost no one offers in French-speaking Switzerland, and it is often the one that is missing when a contact center “doesn’t hold up” despite a good technical solution.

You know exactly how many agents you need, hour by hour, instead of having to guess
Schedules are based on data, not on past habits
Employees are taking back control of their schedule exchanges, which has cut the supervisor's email volume in half
Supervisors take the lead rather than just observing

Verint is also home to Verba, the recording project we’ve been working on for years: this means that both planning and recording can be handled by the same label, which simplifies both the contracts and the distribution.

Reception, switchboard, and situations where Teams isn't the answer

PeterConnects Operator The operator console for those who handle hundreds of calls a day. View the page 3CX When “ Teams ” Isn’t the Answer: A Comprehensive, Independent, Cost-Effective Standard. View the page

And if you're looking for something broader

All our technologies The complete list of products we integrate, beyond voice. View the page Our Services The nine areas of the home, from cloud to development—of which telecommunications is just one. View the page Our client projects Projects we've carried out, including the challenges we faced and the results we achieved. View the page

Among service providers

You are a service provider IT, and telecommunications isn't your area of expertise.

This is a common and perfectly normal situation: you can't be good at everything. A request for proposals comes in with a voice component, a long-time client wants to switch to Teams Phone, a contact center needs to be connected—and there's no one in-house to handle it.

Telephony outsourcing, plain and simple: we handle that aspect—and nothing else. Whether as a white-label provider working behind the scenes, as a subcontractor named in your proposal, or simply as third-level support when your teams hit a roadblock.

Let's Talk About Partnerships About Us

The Rules: What to Say Before You Begin

Your clients remain your clients. A confidentiality agreement and a non-solicitation agreement are signed before the first meeting.
We only handle the voice component. The rest of their information system is none of our business, and we do not offer it.
You choose how we're credited: anonymously, as a partner, or as a co-organizer on-site.
A fixed quote per job, including the scope of work and the schedule, which you can include as-is in your own proposal.
We'll help your teams develop their skills if that's what you want—rather than making ourselves indispensable.

The services we provide most often include: carrier connectivity and session controllers, numbering plans, contact center implementation Teams, compliance registration, and third-level troubleshooting when a call is lost for no apparent reason. We’ve held a federal license to provide services since 2018: we can also assign an engineer to work on your team, under your direction.

You're coming from an old link

What Happened to the Products Skype for Business.

This page used to feature AltiGen’s MaxACD, the Attendant consoles, CTI, and Verba for Skype for Business. These products served their purpose for ten years. Here, in a nutshell, is what has replaced them today—and the old pages remain online.

Equivalences Between Products Skype for Business and current solutions
Yesterday, on Skype for Business	Today, on Teams	The old page
MaxACD by AltiGen	TodayLuware Nimbus to stay up to date at Teams, or AudioCodes Voca for quick setup.	The old pageAltiGen
Attendant Pro	Today: The Luware reception console, or PeterConnects for high-volume switchboards.	The old pageAttendant Pro
Verba for Skype for Business	TodayLuware Recording or AudioCodes SmartTAP 360°, depending on your record-keeping and evidence-retention requirements.	The old pageVerba
CTI for Dynamics CRM	Today, there’s no need to purchase additional software—it’s built-in. Dynamics 365 retrieves the customer record when a call comes in, either through the voice channel of Dynamics 365 Contact Center or via integration with the contact center of your choice.	The old pageCTI
The server Skype for Business itself	TodayTeams Phone, with the transfer of phone numbers and the numbering plan. We've done this dozens of times.	The old pageMigration

Let's talk about it

Tell us what works and what doesn't.

We’ll prepare a quote for free—covering scope, workload, timeline, and deliverables—with no obligation on your part. And if you’d like, we’ll put you in touch with someone who has led a similar contact center project.

Let's talk about your project A project carried out