Skip to main content

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. Your Contact Centre, Reinvented by AI

Imagine answering a Teams call and — without leaving iMIS — instantly seeing who is calling, why they might be calling, and the history of their interactions. Imagine the system automatically generating a clean summary, actionable tasks, and insights directly inside your CRM.

That’s AI ContactCentre.

AI-powered call handling. Seamless CRM integration. Automated follow-up.

Every call becomes a structured, intelligent service interaction that improves responsiveness, staff productivity, and member satisfaction.

2. The Low-Hanging Fruits

Immediate value without workflow redesign or staff retraining.

1) Caller Identification in Real Time

The moment the call arrives, iMIS displays:

  • Member name and profile

  • Status, role, and engagement level

  • Recent memberships, orders, and activities

  • Open cases, tasks, and renewals

No searching. No switching screens. No delays.

2) One-Click Call Capture

When the call ends:

  • Click “Save Call”

  • iMIS stores caller details, duration, notes, and context automatically

  • Zero duplication and zero manual re-entry

3) AI-Generated Summary and Transcript

AI ContactCentre delivers:

  • Full transcription

  • Clear summary

  • Key decisions discussed

  • Follow-up tasks automatically extracted

Staff simply review → approve → save.

4) Recording Linked Automatically

iMIS receives:

  • Call metadata

  • AI summary

  • Transcript

  • Secure Teams recording link

Everything in one place.

5) Automated Follow-Up Actions

Post-call automation through Flowz can:

  • Create tasks

  • Assign owners

  • Trigger workflows

  • Flag renewals, risks, or escalations

AI interprets → Flowz executes → iMIS updates.

3. Key Benefits

Category

Benefit

Efficiency

Handle calls inside iMIS; eliminate app switching and manual re-entry.

AI Assistance

AI captures insights instantly and standardises call documentation.

Quality Control

Supervisors access summaries, recordings, and cross-team insights.

Insight

Identify trends in call volume, sentiment, and topics.

Consistency

Every call is logged uniformly — no gaps in service records.

Scalability

Begin with one team and scale to an enterprise-level contact centre.

4. Solution Overview

AI ContactCentre is the AI-driven voice and service layer for iMIS, powered by Microsoft Teams and CloudToolz Flowz.

It unifies:

  • Calling (Teams softphone)

  • CRM context (iMIS member, donor, or customer records)

  • Automation (Flowz workflows)

  • AI intelligence (summaries, transcripts, insights)

All directly inside the iMIS Staff Site.

Core Capabilities

  • Embedded Teams softphone

  • Real-time caller identification

  • One-click call logging into iMIS

  • AI-generated call summaries and transcripts

  • Teams recording links stored inside the call record

  • Flowz-based post-call automation

  • Supervisor dashboards and service insights

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

  1. Review and document your current call flows

    Understand typical enquiry types, handoffs, and desired outcomes.

  2. Identify a pilot team

    Select 3–10 staff members in membership services, finance, or support to begin.

  3. Enable AI summaries for the pilot

    Activate transcription, summarisation, and automatic task extraction.

  4. Roll out in a controlled phase

    Train staff on one-click logging and AI-assisted workflows; monitor early results.

  5. Scale to additional departments

    Expand to renewals, customer service, events, certifications, or finance teams.

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

Back to top