AI ContactCentre – Teams for iMIS

Executive Overview 

 

 

 

 Publisher 

 ZENTSO S GmbH 

 

 

 Product 

 AI ContactCentre – Teams for iMIS 

 

 

 Version 

 2025–2026 Roadmap 

 

 

 Audience 

 iMIS and CloudToolz Clients 

 

 

 

 1. Vision: AI-Enhanced Calling for iMIS 

 AI ContactCentre brings Microsoft Teams calling directly into iMIS by combining your existing Teams Phone auto attendants, call queues, and softphone with CRM context and AI documentation. 

 Staff receive calls through the Teams app , see who is calling in iMIS , click to call from inside iMIS, and get automatic summaries, transcripts, and follow-up actions — all without changing your telephony infrastructure. 

 This is a CRM Companion Strategy : enhance your existing Teams Phone environment with intelligent, integrated CRM capabilities that improve service quality and reduce manual work. 

 2. The Low-Hanging Fruits 

 Immediate value without workflow redesign or telephony changes. 

 1) Caller Identification in Real Time 

 As calls arrive through your existing auto attendants and call queues, iMIS instantly shows: 

 

 

 Member name and status 

 

 

 Recent activity 

 

 

 Engagement history 

 

 

 Outstanding tasks, cases, or renewals 

 

 

 No searching. No context switching. 

 2) One-Click Call Capture 

 After the call: 

 

 

 Click “Save Call” 

 

 

 iMIS records call metadata, duration, and notes automatically 

 

 

 No duplication or manual re-entry 

 

 

 3) AI Summaries and Transcripts 

 AI ContactCentre provides: 

 

 

 Complete transcription 

 

 

 Condensed summary 

 

 

 Key decisions 

 

 

 Follow-up actions 

 

 

 Staff only need to review → approve → save. 

 4) Teams Recording Linked Automatically 

 iMIS stores: 

 

 

 Call summary 

 

 

 Transcript 

 

 

 Metadata 

 

 

 Secure Teams recording link 

 

 

 Everything is captured in one CRM record. 

 5) Automated Follow-Up Actions 

 Flowz automation can: 

 

 

 Create tasks 

 

 

 Assign staff 

 

 

 Trigger renewals 

 

 

 Flag risk indicators 

 

 

 AI listens → Flowz automates → iMIS updates. 

 3. Key Benefits 

 

 

 

 

 Category 

 

 

 Benefit 

 

 

 

 

 

 

 Efficiency 

 

 

 Calls handled in Teams; intelligence surfaced directly in iMIS. 

 

 

 

 

 AI Assistance 

 

 

 Reduce manual note-taking with accurate AI summaries. 

 

 

 

 

 Quality Control 

 

 

 Supervisors gain visibility into call outcomes and recordings. 

 

 

 

 

 Insight 

 

 

 Analyse call volumes, sentiment, and common topics. 

 

 

 

 

 Consistency 

 

 

 Standardised call records across all staff. 

 

 

 

 

 Scalability 

 

 

 Roll out team by team across the organisation. 

 

 

 

 

 4. Solution Overview 

 AI ContactCentre is a CRM Companion Layer for Microsoft Teams Phone , designed specifically for iMIS environments. 

 It integrates: 

 

 

 Teams Phone calling (receive calls in the Teams app) 

 

 

 Existing auto attendants and call queues 

 

 

 iMIS CRM (real-time caller recognition and history) 

 

 

 CloudToolz Flowz (automated post-call workflows) 

 

 

 AI intelligence (summaries, transcripts, insights) 

 

 

 There is no change to PSTN routing, calling plans, carriers, or SBCs. 

 You enhance what you already have. 

 What Staff Can Do 

 

 

 Receive inbound calls in the Teams app 

 Calls flow through your existing routing configuration. 

 

 

 See who is calling in iMIS immediately 

 Automatic caller recognition and CRM context. 

 

 

 Make outbound calls directly from iMIS 

 Click-to-call launches the Teams softphone with context. 

 

 

 Capture structured call records automatically 

 Including metadata, summary, transcript, and recording link. 

 

 

 Trigger Flowz workflows after calls 

 Tasks, escalations, renewals, or follow-up processes. 

 

 

 This is a low-friction, high-impact enhancement layered on top of Microsoft Teams Phone. 

 5. Recommended Client Next Steps 

 To successfully adopt AI ContactCentre and realise immediate value, we recommend the following phased approach: 

 

 

 Review your current call flows 

 Auto attendants, queues, business hours rules. 

 

 

 Select a pilot team 

 Membership, customer service, renewals, or support. 

 

 

 Enable AI summaries for that team 

 Deliver immediate reduction in manual documentation. 

 

 

 Roll out in a controlled phase 

 Train staff on one-click logging and AI-assisted workflows. 

 

 

 Scale to additional departments 

 Expand to finance, events, certifications, or broader service teams. 

 

 

 This structured approach ensures quick wins, clear visibility, and smooth organisational adoption.