AI ContactCenterGuru – Teams for iMIS

Chapter 1 — Executive Overview 

 Executive Summary 

 

 

 

 Publisher 

 ZENTSO S GmbH 

 

 

 Product 

 AI ContactCenterGuru – Teams for iMIS 

 

 

 Audience 

 iMIS & CloudToolz Clients 

 

 

 Version 

 2025–2027 Roadmap 

 

 

 

 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 

 

 

 

 

 Category 

 

 

 Benefit 

 

 

 

 

 

 

 Efficiency 

 

 

 Handle calls directly within iMIS and see caller info instantly. 

 

 

 

 

 Automation 

 

 

 Flowz automates post-call tasks and CRM updates. 

 

 

 

 

 AI Insights 

 

 

 Summaries, transcripts, sentiment, next actions. 

 

 

 

 

 Accuracy 

 

 

 Consistent call logging into iMIS. 

 

 

 

 

 Scalability 

 

 

 Start with CRM Companion; expand to full contact center later. 

 

 

 

 

 Compliance 

 

 

 Azure AD identity, org_id isolation, GDPR-aligned. 

 

 

 

 

 Business Value by Role 

 

 

 

 

 Role 

 

 

 Value Proposition 

 

 

 

 

 

 

 Agents 

 

 

 Reduce admin; AI handles summaries & logs. 

 

 

 

 

 Supervisors 

 

 

 Queue visibility, call outcomes, agent metrics. 

 

 

 

 

 Executives 

 

 

 KPI dashboards & engagement intelligence. 

 

 

 

 

 IT/Admins 

 

 

 Secure, Teams-native, easy to manage. 

 

 

 

 

 Chapter 2 — Product Strategy 

 CRM Companion Strategy 

 AI ContactCenterGuru begins as a  CRM Companion , using: 

 

 

 Teams Phone Auto Attendants 

 

 

 Call Queues 

 

 

 Teams Client (for audio) 

 

 

 Graph APIs (call records & 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 & routing features: 

 

 

 

 

 This becomes AI ContactCenterGuru CCaaS for iMIS . 

 Chapter 3 — Solution Architecture 

 Architecture Overview 

 

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

 Inbound & Outbound Call Flows 

 Inbound Call Handling 

 

 

 Caller reaches Auto Attendant → Call Queues 

 

 

 Agent answers in Teams 

 

 

 AI ContactCenterGuru detects call via Graph 

 

 

 Contact match → iMIS screen pop / Contact not match -> iMIS screen pop for new contact 

 

 

 Flowz logs the call 

 

 

 Recording → AI → Summary + Transcript 

 

 

 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 & 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 & 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 & 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 & 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 & Implementation 

 PERT Overview 

 AI ContactCenterGuru CRM Companion implementation is based on  13 core work packages , totalling: 

 ≈ 540–720 hours 

 (depending on AI features and recording availability) 

 Work Breakdown Structure (13 Tasks) 

 

 

 

 

 # 

 

 

 Task 

 

 

 Phase 

 

 

 O 

 

 

 M 

 

 

 P 

 

 

 

 

 

 

 1 

 

 

 Tech Spec & Architecture 

 

 

 1 

 

 

 16 

 

 

 20 

 

 

 28 

 

 

 

 

 2 

 

 

 UI Shell Integration 

 

 

 1 

 

 

 32 

 

 

 44 

 

 

 64 

 

 

 

 

 3 

 

 

 Contact Match & Screen Pop 

 

 

 1 

 

 

 24 

 

 

 36 

 

 

 50 

 

 

 

 

 4 

 

 

 Call Logging 

 

 

 1 

 

 

 24 

 

 

 32 

 

 

 48 

 

 

 

 

 5 

 

 

 Basic Dashboard 

 

 

 1 

 

 

 16 

 

 

 24 

 

 

 40 

 

 

 

 

 6 

 

 

 AI Transcription 

 

 

 2 

 

 

 28 

 

 

 40 

 

 

 56 

 

 

 

 

 7 

 

 

 Flowz Automation 

 

 

 2 

 

 

 32 

 

 

 48 

 

 

 64 

 

 

 

 

 8 

 

 

 iMIS Summary Storage 

 

 

 2 

 

 

 24 

 

 

 40 

 

 

 56 

 

 

 

 

 9 

 

 

 Enhanced Dashboards 

 

 

 2 

 

 

 16 

 

 

 28 

 

 

 40 

 

 

 

 

 10 

 

 

 Queue Monitoring 

 

 

 3 

 

 

 20 

 

 

 32 

 

 

 48 

 

 

 

 

 11 

 

 

 Supervisor Panel 

 

 

 3 

 

 

 24 

 

 

 36 

 

 

 56 

 

 

 

 

 12 

 

 

 UAT & Hardening 

 

 

 All 

 

 

 16 

 

 

 28 

 

 

 40 

 

 

 

 

 13 

 

 

 Docs & GTM 

 

 

 All 

 

 

 20 

 

 

 40 

 

 

 60 

 

 

 

 

 Implementation Timeline & Milestones 

 

 

 

 

 Milestone 

 

 

 Target 

 

 

 

 

 

 

 Prototype 

 

 

 Jan 2026 

 

 

 

 

 Internal Pilot 

 

 

 Feb 2026 

 

 

 

 

 Client UAT 

 

 

 Mar 2026 

 

 

 

 

 GA Release 

 

 

 Apr 2026 

 

 

 

 

 Full AI + Supervisor 

 

 

 Q3–Q4 2026 

 

 

 

 

 Optional TPE 

 

 

 2027 

 

 

 

 

 Chapter 6 — Deployment & Adoption 

 Deployment Milestones 

 

 

 Technical setup of Auto Attendants & 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