Modernise your contact centre with Microsoft Teams
Resonate delivers Microsoft Teams contact centre solutions that combine best in breed vendor technologies with communications expertise to improve outcomes. From lightweight capabilities to enterprise grade contact centre software, we help you reduce complexity, improve performance, and turn customer interactions into actionable intelligence.
The Challenge
Customer service shouldn't stop at the contact centre
As Microsoft Teams becomes the hub for collaboration across the organisation, many contact centres remain isolated on separate platforms creating fragmented customer journeys, disconnected employee experiences and operational complexity.
Disconnected journeys
Customer interactions often stop at the contact centre boundary, making it difficult to bring back-office experts into conversations and resolve issues efficiently.
Siloed communication platforms
When the contact centre sits outside Microsoft Teams, employees switch between systems, repeat information and lose valuable context across customer journeys.
Limited access to the wider organisation
Traditional contact centre platforms make it difficult to leverage Teams presence, Active Directory and the expertise of the wider workforce to support customers.
Complexity and cost
Managing separate collaboration and contact centre platforms increases operational overhead, limits flexibility and creates barriers to future AI and automation initiatives.
Unlock the full value of Microsoft Teams for customer engagement
Scale from queues to enterprise contact centres
Start with Teams and evolve to enterprise-grade customer engagement as needs grow.
Connect customers to the wider business
Bring any Teams user into conversations, improving collaboration and resolution.
Reduce complexity across communication platforms
Unify collaboration and customer engagement within a single Microsoft environment.
Extend value through the Microsoft ecosystem
Enhance customer experiences with Copilot, Power Platform, automation, analytics and AI.
Increase agility and operational efficiency
Add agents quickly, simplify administration and scale customer services with confidence.
Why Resonate
Teams Contact Centre: A fully featured approach
Resonate delivers a flexible teams contact centre integration that aligns to your business needs.
For simpler environments, we design “contact centre lite” solutions using Microsoft Teams with enhanced capabilities such as the queue’s app, or third-party add-ons for queues, advanced routing and real time reporting
For more complex requirements, we design and deliver enterprise call centre solutions using certified integrations from partners such as AnywhereNow, Luware, and Webex Contact Centre. These solutions extend Teams with advanced contact centre software, supporting both inbound contact centre and outbound contact centre requirements.
The Solution
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Skills based routing
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Full agent feature set
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Omnichannel contact centre capability
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Reporting and analytics
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Compliance recording
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Integrations, automation & AI-led virtual agents
Partners
See who we work with
AnywhereNow
Fully featured Microsoft Teams contact centre capable of meeting complex customer engagement and operational requirements. With flexible integration options into Teams, it supports a wide range of use cases and advanced capabilities. Resonate’s experts have delivered and support some of the most complex deployments globally, enabling customers to fully utilise the depth of AnywhereNow’s feature set.
Luware
One of the most tightly integrated Microsoft Teams contact centre solutions available, making it the ideal choice for organisations that are already heavily invested in Teams. Designed for simplicity as well as scale, it is quick to deploy, easy to use, and fully embedded within the Teams experience. As a Luware Platinum Partner, Resonate has delivered thousands of seats globally, combining deep technical expertise with proven enterprise deployment capability.
Webex Contact Centre
Enterprise-grade contact centre software with advanced features, built-in security, and AI-driven capabilities as standard. It is ideally suited to organisations requiring robust customer engagement at scale. Resonate not only supports migration from legacy Cisco environments but also integrates Webex with Microsoft Teams and delivers solutions leveraging Cisco’s digital and voice AI agents to enhance automation and customer experience.
Your Partner for Teams Contact Centre Delivery
Resonate combines deep voice expertise with a structured approach to contact centre migration and delivery. We design, deploy, and manage Microsoft Teams contact centre solutions tailored to your organisation — from initial deployment through to optimisation. As a trusted contact centre managed service provider, we ensure your platform evolves to meet changing customer and business needs.
44%
improvement in call answer rate
Kent County Council
$1.8m
saving in legacy contact centre costs
Mazda
5,000+
agent hours saved
Global Healthcare Provider
FAQs
01What is a Microsoft Teams contact centre?
A Microsoft Teams contact centre extends Teams with capabilities such as skills-based call routing, analytics, automation, and omnichannel engagement, enabling organisations to manage customer interactions within a unified platform.
02What is a Teams certified contact centre?
A Teams certified contact centre is a solution built by a Microsoft-approved partner that integrates directly with Teams, providing enterprise-grade contact centre software with advanced functionality, security, and support.
03When do I need a contact centre solution?
You need a contact centre when you require structured customer interaction management — including skills-based call routing, real-time reporting, agent management features and when you need better levers to improve first call resolution and reduce abandoned calls.
04How do I choose the right contact centre software?
Choosing the right contact centre software depends on your business requirements, such as call volumes, customer channels, reporting needs, and integration with platforms like Microsoft Teams. Modern solutions should support automation, analytics, and omnichannel engagement to improve efficiency and customer experience.
Working with a specialist partner ensures the right approach is taken helping you avoid overcomplication while delivering measurable outcomes.
05What’s the difference between Contact Centre Lite and a full solution?
Contact Centre Lite uses Teams-native capabilities and add-ons, while full solutions deliver advanced enterprise call centre solutions with skills-based routing, a full agent feature set and omnichannel features.
06Can I integrate my contact centre with Microsoft Teams?
Yes — teams contact centre integration allows you to extend Teams with third-party platforms, enabling advanced customer engagement and operational control.
07How do I migrate my existing contact centre?
A successful contact centre migration involves assessing your current systems, defining requirements, and deploying a phased approach to minimise disruption while modernising your platform.
08What is an omnichannel contact centre?
An omnichannel contact centre enables customers to interact across multiple channels — such as voice, email, chat, and social media within a single, connected experience. Conversations can move seamlessly between channels without customers needing to repeat information, while agents have full visibility of the interaction history. For organisations, this creates a more efficient and personalised service model.
Here’s what our customers have to say
Our customers are central to everything we do, and the positive reviews show it. We’re dedicated to providing top-quality communication solutions.
Gary Lewis Atrium Underwriters
Resonate quickly demonstrated they had the technical skills and experience to enable Direct Routing for our organisation. The whole implementation process was managed without any impact on the business
Caroline Howick, Kent County Council
Working with the Resonate team has been brilliant and the Luware software is easy to use. We are really pleased with the solution, it does everything we need and much more than we thought. It's opened our eyes to what we can do and see and analyse to make things better for our customers and for our team
Dierdre Baggett, Mazda
Large praise for Resonate – often you get the A-team at Sales stage, and the B-team in Delivery and C-team for Support – Resonate are A Team all the way.
Mithun John, Digital Technology Portfolio Lead
Resonate has been an invaluable partner in our digital transformation journey at Fresenius, especially with regards to telephony. The two key programs that they are driving for us are Teams Enterprise Voice and Teams Contact Centre. The team has demonstrated exceptional capabilities in supporting the aforementioned transformation initiatives. Their contributions to the Teams Enterprise Voice rollout and the subsequent deployment of the Luware Contact Centre solution have far exceeded our expectations
Azita Guzzo, Head of Technology Innovation Longbridge Financial
The Resonate team has been a dependable partner, consistently providing responsive support, making themselves available whenever needed, and working through challenges with professionalism and dedication. They have taken the time to understand our business, introduced us to new contact center technologies and solutions to address evolving needs, and their technical team has been exceptional in helping us navigate complex issues and identify practical paths forward.
IT Manager and eHealth Lead for a Scottish Health Board
Their dedication and professional approach have made a significant impact on our operations, paving the way for future technological advancements and improved patient care.
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