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. YourVision: ContactAI-Enhanced Centre,Calling Reinventedfor by AIiMIS

ImagineAI answeringContactCentre abrings Microsoft Teams calling directly into iMIS by combining your existing Teams Phone auto attendants, call queues, and —softphone withoutwith leavingCRM iMIScontext —and instantlyAI seeingdocumentation.

Staff receive calls through the Teams app, see who is calling,calling whyin theyiMIS, mightclick beto calling,call from inside iMIS, and theget historyautomatic ofsummaries, theirtranscripts, interactions.and Imaginefollow-up theactions system— automaticallyall generatingwithout changing your telephony infrastructure.

This is a cleanCRM summary,Companion actionableStrategy: tasks,enhance your existing Teams Phone environment with intelligent, integrated CRM capabilities that improve service quality and insightsreduce directlymanual 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.work.

2. The Low-Hanging Fruits

Immediate value without workflow redesign or stafftelephony retraining.changes.

1) Caller Identification in Real Time

TheAs momentcalls thearrive through your existing auto attendants and call arrives,queues, iMIS displays:instantly shows:

• Member name and profile

• Status, role, and engagement levelstatus

• Recent memberships, orders, and activitiesactivity

• OpenEngagement history

• Outstanding tasks, cases, tasks, andor renewals

No searching. No switchingcontext screens. No delays.switching.

2) One-Click Call Capture

WhenAfter the call ends:call:

• Click “Save Call”

• iMIS storesrecords callercall details,metadata, duration, notes, and contextnotes automatically

• ZeroNo duplication and zeroor manual re-entry

3) AI-GeneratedAI SummarySummaries and TranscriptTranscripts

AI ContactCentre delivers:provides:

• FullComplete transcription

• ClearCondensed summary

• Key decisions discussed

• Follow-up tasks automatically extractedactions

Staff simplyonly need to review → approve → save.

4) Teams Recording Linked Automatically

iMIS receives:stores:

• Call metadata

• AI summary

• Transcript

• Metadata

• Secure Teams recording link

Everything is captured in one place.CRM record.

5) Automated Follow-Up Actions

Post-callFlowz automation through Flowz can:

• Create tasks

• Assign ownersstaff

• Trigger workflowsrenewals

• Flag renewals,risk risks, or escalationsindicators

AI interpretslistens → Flowz executesautomates → iMIS updates.

3. Key Benefits

Category	Benefit
Efficiency	HandleCalls callshandled insidein iMIS;Teams; eliminateintelligence appsurfaced switchingdirectly andin manual re-entry.iMIS.
AI Assistance	Reduce manual note-taking with accurate AI captures insights instantly and standardises call documentation.summaries.
Quality Control	Supervisors accessgain summaries,visibility recordings,into call outcomes and cross-team insights.recordings.
Insight	Identify trends inAnalyse call volume,volumes, sentiment, and common topics.
Consistency	EveryStandardised call isrecords loggedacross uniformlyall — no gaps in service records.staff.
Scalability	BeginRoll with oneout team andby scaleteam toacross anthe enterprise-level contact centre.organisation.

4. Solution Overview

AI ContactCentre is thea AI-drivenCRM voiceCompanion and service layerLayer for iMIS, powered by Microsoft Teams andPhone, CloudToolzdesigned Flowz.specifically for iMIS environments.

It unifies:integrates:

• CallingTeams Phone calling (receive calls in the Teams softphone)app)

• Existing auto attendants and call queues

• iMIS CRM context (iMISreal-time member,caller donor,recognition orand customer records)history)

• AutomationCloudToolz Flowz (Flowzautomated post-call workflows)

• AI intelligence (summaries, transcripts, insights)

AllThere directlyis insideno thechange iMISto StaffPSTN Site.routing, calling plans, carriers, or SBCs.

You enhance what you already have.

CoreWhat CapabilitiesStaff Can Do

• EmbeddedReceive inbound calls in the Teams softphoneapp

  Calls flow through your existing routing configuration.

• Real-timeSee who is calling in iMIS immediately

  Automatic caller identificationrecognition and CRM context.

• One-clickMake outbound calls directly from iMIS

  Click-to-call logginglaunches intothe iMISTeams softphone with context.

• AI-generatedCapture structured call summariesrecords automatically

  Including metadata, summary, transcript, and transcriptsrecording link.

• TeamsTrigger recordingFlowz linksworkflows storedafter inside the call recordcalls

Tasks,

• escalations,

  Flowz-basedrenewals, post-callor automation

  follow-up

• Supervisor dashboards and service insightsprocesses.

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:

1. Review and document your current call flows

   UnderstandAuto typicalattendants, enquiryqueues, types,business handoffs,hours and desired outcomes.rules.

2. IdentifySelect a pilot team

   SelectMembership, 3–10customer staffservice, members in membership services, finance,renewals, or support to begin.support.

3. Enable AI summaries for thethat pilotteam

   ActivateDeliver transcription,immediate summarisation,reduction andin automaticmanual task extraction.documentation.

4. Roll out in a controlled phase

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

5. Scale to additional departments

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

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