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AI ContactCentre – Teams for iMIS

Executive Overview

Publisher ZENTSO S GmbH
Product CallsGuruAI ContactCentre – Teams for iMIS
Version 2025–2026 Roadmap
Audience iMIS and CloudToolz Clients

1. Vision: Your CRMContact JustCentre, LearnedReinvented toby TalkAI

Imagine openinganswering a Teams call and — without leaving iMIS — instantly seeing who is calling, why they might be calling, and the iMIShistory Staffof Sitetheir —interactions. Imagine the system automatically generating a clean summary, actionable tasks, and withoutinsights switchingdirectly screens — receiving or making a call, seeing who’s calling, capturing the whole conversation, and havinginside your workflows automatically prepare the next steps.CRM.

That’s AI ContactCentreGuruContactCentre..

UnifiedAI-powered Communication.call AIhandling. Insights.Seamless ZeroCRM Friction.integration. Automated follow-up.

Every call becomes a structured, intelligent CRMservice interaction that improves serviceresponsiveness, qualitystaff productivity, and savesmember staff time.satisfaction.

2. The Low-Hanging Fruits

TheseImmediate are the benefits you get on day one,value without needingworkflow new processesredesign or deepstaff training:retraining.

1) Caller RecognitionIdentification Immediatelyin Real Time

The moment the phonecall rings,arrives, youiMIS see:displays:

  • Member name and profile

  • StatusStatus, &role, typeand engagement level

  • Recent activitymemberships, orders, and activities

  • OutstandingOpen taskscases, tasks, and renewals

No searching. No delays.switching screens. No “Who am I talking to?”delays.

2) One-Click Call LoggingCapture

AtWhen the endcall of the call:ends:

  • Click “Save Call”

  • Summary,iMIS stores caller details, duration, caller,notes, and notescontext goautomatically

    straight
    • into
  • iMIS

    Zero duplication and zero manual re-entry

No duplicate typing. No forgetting. No cleanup later.

3) AI Generates the CallAI-Generated Summary Forand YouTranscript

AI ContactCentreGuruContactCentre can:delivers:

  • TranscribeFull the calltranscription

  • SummarizeClear the conversationsummary

  • Identify keyKey decisions discussed

  • Highlight follow-Follow-up actionstasks automatically extracted

Staff onlysimply review → clickapprove → save.

That’s instant productivity gain.

4) DirectRecording LinkLinked to Teams Call RecordingAutomatically

iMIS stores:receives:

  • TheCall call recordmetadata

  • The callAI summary

  • The transcriptTranscript

  • AndSecure theTeams recording link

Everything

Onein centralone place. One workflow.

5) Automated Follow-Up Actions Created Automatically

CallsGuruPost-call automation through Flowz can:

  • Create tasks

  • Assign staffowners

  • Trigger workflows

  • Flag renewalsrenewals, risks, or risk signalsescalations

AI listensinterprets → Flowz automatesexecutes → iMIS updates.

3. Key Benefits

Category

Benefit

Efficiency

StaffHandle staycalls inside iMISiMIS; — noeliminate app switching,switching noand friction.manual re-entry.

AI Assistance

AI summarisescaptures callsinsights instantly and helpsstandardises capturecall key insights instantly.documentation.

Quality Control

Supervisors gainaccess visibilitysummaries, into call outcomesrecordings, and performance.cross-team insights.

Insight

UnderstandIdentify trends in call volumes,volume, sentiment, and topics emerging across your team.topics.

Consistency

Every call is logged the same wayuniformly — no gaps,gaps noin guesswork.service records.

Scalability

StartBegin small,with one team and scale to aan fullenterprise-level call-centercontact model when ready.centre.

4. Solution Overview

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

It brings together:unifies:

  • Calling (Teams)Teams softphone)

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

  • Automation (Flowz)Flowz workflows)

  • AI intelligence (summaries, tasks,transcripts, transcripts)insights)

All indirectly oneinside familiar screen:the iMIS Staff Site.

Core Capabilities

  • Embedded Teams softphone

  • CallerReal-time caller identification

  • One-click call logging into iMIS

  • AI-generated call summarysummaries and transcripttranscripts

  • LinkTeams torecording Teamslinks stored inside the call recording saved in iMISrecord

  • FlowzFlowz-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.

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