# AI ContactCenterGuru – Teams for iMIS

## **Chapter 1 — Executive Overview**

### **Executive Summary**

<table border="1" id="bkmrk-publisher-zentso-s-g" style="border-collapse: collapse; width: 59.7619%;"><colgroup><col style="width: 28.5127%;"></col><col style="width: 71.4873%;"></col></colgroup><tbody><tr><td><span class="s2">**Publisher**</span></td><td>ZENTSO S GmbH</td></tr><tr><td><span class="s2">**Product**</span></td><td>AI ContactCenterGuru – Teams for iMIS</td></tr><tr><td><span class="s2">**Audience**</span></td><td>iMIS &amp; CloudToolz Clients</td></tr><tr><td><span class="s2">**Version**</span></td><td>2025–2027 Roadmap</td></tr></tbody></table>

**AI ContactCenterGuru** integrates Microsoft Teams Phone with the iMIS Staff Site, providing agents with caller identification, AI call summaries, call transcripts, and automated follow-up workflows — all inside iMIS.

**Core Promise:**

> **Every call becomes an intelligent CRM event — enriched, analysed, and automated.**

### **Key Benefits**

<table id="bkmrk-category-benefit-eff" style="width: 73.8095%;"><thead><tr><th style="width: 21.4808%;">**Category**

</th><th style="width: 78.5192%;">**Benefit**

</th></tr></thead><tbody><tr><td style="width: 21.4808%;">Efficiency

</td><td style="width: 78.5192%;">Handle calls directly within iMIS and see caller info instantly.

</td></tr><tr><td style="width: 21.4808%;">Automation

</td><td style="width: 78.5192%;">Flowz automates post-call tasks and CRM updates.

</td></tr><tr><td style="width: 21.4808%;">AI Insights

</td><td style="width: 78.5192%;">Summaries, transcripts, sentiment, next actions.

</td></tr><tr><td style="width: 21.4808%;">Accuracy

</td><td style="width: 78.5192%;">Consistent call logging into iMIS.

</td></tr><tr><td style="width: 21.4808%;">Scalability

</td><td style="width: 78.5192%;">Start with CRM Companion; expand to full contact center later.

</td></tr><tr><td style="width: 21.4808%;">Compliance

</td><td style="width: 78.5192%;">Azure AD identity, org\_id isolation, GDPR-aligned.

</td></tr></tbody></table>

### **Business Value by Role**

<table id="bkmrk-role-value-propositi" style="height: 135px; width: 73.8095%;"><thead><tr><th style="width: 22.0166%;">**Role**

</th><th style="width: 77.9846%;">**Value Proposition**

</th></tr></thead><tbody><tr><td style="width: 22.0166%;">Agents

</td><td style="width: 77.9846%;">Reduce admin; AI handles summaries &amp; logs.

</td></tr><tr><td style="width: 22.0166%;">Supervisors

</td><td style="width: 77.9846%;">Queue visibility, call outcomes, agent metrics.

</td></tr><tr><td style="width: 22.0166%;">Executives

</td><td style="width: 77.9846%;">KPI dashboards &amp; engagement intelligence.

</td></tr><tr><td style="width: 22.0166%;">IT/Admins

</td><td style="width: 77.9846%;">Secure, Teams-native, easy to manage.

</td></tr></tbody></table>

## **Chapter 2 — Product Strategy**

### **CRM Companion Strategy**

**AI ContactCenterGuru** begins as a <span class="s2">**CRM Companion**</span>, using:

- Teams Phone Auto Attendants
- Call Queues
- Teams Client (for audio)
- Graph APIs (call records &amp; metadata)
- CloudToolz + Flowz (workflow automation)
- AI (summary, transcript, next steps)

This approach provides:

- Fast implementation
- Zero disruption to Teams calling
- Minimal change management
- High immediate value
- No need for Unify/TPE yet

### **Future Unify/TPE Strategy**

Once clients need a full CCaaS capability:

- Add native softphone inside iMIS (ACS Calling SDK)
- Use Teams Phone Extensibility + Event Grid for PSTN routing
    
    
    - Whisper/coach
    - Live supervisor monitoring
    - Custom call flows
    - Contact Center Certification pathway
    - Build advanced supervisor &amp; routing features:

<span class="s2">This becomes **AI** </span>**ContactCenterGuru CCaaS for iMIS**<span class="s2">.</span>

## **Chapter 3 — Solution Architecture**

### **Architecture Overview**

<div drawio-diagram="1403"><img src="https://docs.zentso.com/uploads/images/drawio/2025-11/Ug4nJASP9oEhTp5t-drawing-11-1763442204.png" alt=""/></div>

Agents keep using the Teams client for audio, but all integration, automation, and AI run through CloudToolz.

### **Inbound &amp; Outbound Call Flows**

#### **Inbound Call Handling**

1. Caller reaches Auto Attendant → Call Queues
2. Agent answers in Teams
3. AI ContactCenterGuru detects call via Graph
4. Contact match → iMIS screen pop / Contact not match -&gt; iMIS screen pop for new contact
5. Flowz logs the call
6. Recording → AI → Summary + Transcript
7. Results written back into iMIS

#### **Outbound Call Handling**

- iMIS contact → Call via Teams button
- Teams client initiates the call
- Call results logged by AI ContactCenterGuru

### **AI &amp; Flowz Automation**

- AI transcription
- AI call summary
- Key actions extracted
- Sentiment scoring
- Suggested follow-up tasks
- Flowz creates: 
    - Activities
    - Cases
    - Renewal tasks
    - Service workflows

### **Security &amp; Compliance**

- Azure AD OAuth2
- CloudToolz instance data isolation
- GDPR- and Privacy Act 1988-aligned call record handling
- Optional recording retention policy
- Logging for audits

## **Chapter 4 — Roadmap**

### **Roadmap Overview (2025–2027)**

- Phase 1 – MVP (Q1 2026)
- Phase 2 – AI &amp; Automation (Q2–Q3 2026)
- Phase 3 – Supervisor Tools (Q4 2026)
- Phase 4 – Optional Unify/TPE (2027+)

### **Phase Details**

#### **Phase 1 – MVP (CRM Companion Core)**

- Screen pop
- Caller matching
- Call logging
- Basic analytics

#### **Phase 2 – AI &amp; Automation**

- AI summary
- Transcript
- Recording link
- Flowz task automation
- Enhanced dashboards

#### **Phase 3 – Supervisor Tools**

- Queue visibility
- Agent presence
- Real-time dashboards

#### **Phase 4 – Optional Unify/TPE**

- Native softphone inside iMIS
- Advanced call control

## **Chapter 5 — PERT &amp; Implementation**

### **PERT Overview**

**AI ContactCenterGuru CRM Companion** implementation is based on <span class="s2">**13 core work packages**</span>, totalling:

**≈ 540–720 hours**

(depending on AI features and recording availability)

### **Work Breakdown Structure (13 Tasks)**

<table id="bkmrk-%23-task-phase-o-m-p-1" style="height: 340px; width: 85.9524%;"><thead><tr><th style="width: 4.71567%;">**\#**

</th><th style="width: 35.6449%;">**Task**

</th><th class="align-center" style="width: 9.84743%;">**Phase**

</th><th class="align-center" style="width: 17.4707%;">**O**

</th><th class="align-center" style="width: 15.539%;">**M**

</th><th class="align-center" style="width: 16.7822%;">**P**

</th></tr></thead><tbody><tr><td style="width: 4.71567%;">1

</td><td style="width: 35.6449%;">Tech Spec &amp; Architecture

</td><td class="align-center" style="width: 9.84743%;">1

</td><td class="align-center" style="width: 17.4707%;">16

</td><td class="align-center" style="width: 15.539%;">20

</td><td class="align-center" style="width: 16.7822%;">28

</td></tr><tr><td style="width: 4.71567%;">2

</td><td style="width: 35.6449%;">UI Shell Integration

</td><td class="align-center" style="width: 9.84743%;">1

</td><td class="align-center" style="width: 17.4707%;">32

</td><td class="align-center" style="width: 15.539%;">44

</td><td class="align-center" style="width: 16.7822%;">64

</td></tr><tr><td style="width: 4.71567%;">3

</td><td style="width: 35.6449%;">Contact Match &amp; Screen Pop

</td><td class="align-center" style="width: 9.84743%;">1

</td><td class="align-center" style="width: 17.4707%;">24

</td><td class="align-center" style="width: 15.539%;">36

</td><td class="align-center" style="width: 16.7822%;">50

</td></tr><tr><td style="width: 4.71567%;">4

</td><td style="width: 35.6449%;">Call Logging

</td><td class="align-center" style="width: 9.84743%;">1

</td><td class="align-center" style="width: 17.4707%;">24

</td><td class="align-center" style="width: 15.539%;">32

</td><td class="align-center" style="width: 16.7822%;">48

</td></tr><tr><td style="width: 4.71567%;">5

</td><td style="width: 35.6449%;">Basic Dashboard

</td><td class="align-center" style="width: 9.84743%;">1

</td><td class="align-center" style="width: 17.4707%;">16

</td><td class="align-center" style="width: 15.539%;">24

</td><td class="align-center" style="width: 16.7822%;">40

</td></tr><tr><td style="width: 4.71567%;">6

</td><td style="width: 35.6449%;">AI Transcription

</td><td class="align-center" style="width: 9.84743%;">2

</td><td class="align-center" style="width: 17.4707%;">28

</td><td class="align-center" style="width: 15.539%;">40

</td><td class="align-center" style="width: 16.7822%;">56

</td></tr><tr><td style="width: 4.71567%;">7

</td><td style="width: 35.6449%;">Flowz Automation

</td><td class="align-center" style="width: 9.84743%;">2

</td><td class="align-center" style="width: 17.4707%;">32

</td><td class="align-center" style="width: 15.539%;">48

</td><td class="align-center" style="width: 16.7822%;">64

</td></tr><tr><td style="width: 4.71567%;">8

</td><td style="width: 35.6449%;">iMIS Summary Storage

</td><td class="align-center" style="width: 9.84743%;">2

</td><td class="align-center" style="width: 17.4707%;">24

</td><td class="align-center" style="width: 15.539%;">40

</td><td class="align-center" style="width: 16.7822%;">56

</td></tr><tr><td style="width: 4.71567%;">9

</td><td style="width: 35.6449%;">Enhanced Dashboards

</td><td class="align-center" style="width: 9.84743%;">2

</td><td class="align-center" style="width: 17.4707%;">16

</td><td class="align-center" style="width: 15.539%;">28

</td><td class="align-center" style="width: 16.7822%;">40

</td></tr><tr><td style="width: 4.71567%;">10

</td><td style="width: 35.6449%;">Queue Monitoring

</td><td class="align-center" style="width: 9.84743%;">3

</td><td class="align-center" style="width: 17.4707%;">20

</td><td class="align-center" style="width: 15.539%;">32

</td><td class="align-center" style="width: 16.7822%;">48

</td></tr><tr><td style="width: 4.71567%;">11

</td><td style="width: 35.6449%;">Supervisor Panel

</td><td class="align-center" style="width: 9.84743%;">3

</td><td class="align-center" style="width: 17.4707%;">24

</td><td class="align-center" style="width: 15.539%;">36

</td><td class="align-center" style="width: 16.7822%;">56

</td></tr><tr><td style="width: 4.71567%;">12

</td><td style="width: 35.6449%;">UAT &amp; Hardening

</td><td class="align-center" style="width: 9.84743%;">All

</td><td class="align-center" style="width: 17.4707%;">16

</td><td class="align-center" style="width: 15.539%;">28

</td><td class="align-center" style="width: 16.7822%;">40

</td></tr><tr><td style="width: 4.71567%;">13

</td><td style="width: 35.6449%;">Docs &amp; GTM

</td><td class="align-center" style="width: 9.84743%;">All

</td><td class="align-center" style="width: 17.4707%;">20

</td><td class="align-center" style="width: 15.539%;">40

</td><td class="align-center" style="width: 16.7822%;">60

</td></tr></tbody></table>

### **Implementation Timeline &amp; Milestones**

<table id="bkmrk-milestone-target-pro" style="height: 212px; width: 40.119%;"><thead><tr><th style="width: 49.8516%;">**Milestone**

</th><th style="width: 49.8516%;">**Target**

</th></tr></thead><tbody><tr><td style="width: 49.8516%;">Prototype

</td><td style="width: 49.8516%;">Jan 2026

</td></tr><tr><td style="width: 49.8516%;">Internal Pilot

</td><td style="width: 49.8516%;">Feb 2026

</td></tr><tr><td style="width: 49.8516%;">Client UAT

</td><td style="width: 49.8516%;">Mar 2026

</td></tr><tr><td style="width: 49.8516%;">GA Release

</td><td style="width: 49.8516%;">Apr 2026

</td></tr><tr><td style="width: 49.8516%;">Full AI + Supervisor

</td><td style="width: 49.8516%;">Q3–Q4 2026

</td></tr><tr><td style="width: 49.8516%;">Optional TPE

</td><td style="width: 49.8516%;">2027

</td></tr></tbody></table>

## **Chapter 6 — Deployment &amp; Adoption**

### **Deployment Milestones**

- Technical setup of Auto Attendants &amp; Call Queues
- CloudToolz integration
- AI model configuration
- Flowz workflows
- User training
- Go-live

### **Recommended Client Next Steps**

- Review call flows
- Identify pilot team
- Enable AI summaries
- Roll out in a controlled phase
- Scale to additional departments