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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.

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

  1. Review your current call flows

    Auto attendants, queues, business hours rules.

  2. Select a pilot team

    Membership, customer service, renewals, or support.

  3. Enable AI summaries for that team

    Deliver immediate reduction in manual documentation.

  4. Roll out in a controlled phase

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

  5. 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.

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