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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

  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

  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 & 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

  • Review call flows

  • Identify pilot team

  • Enable AI summaries

  • Roll out in a controlled phase

  • Scale to additional departments

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