Teams PowerPack – Customer Experience (CX)

Real-Time Call Analytics & Wallboards for Microsoft Teams

  • Real-time Call Monitoring
  • Intelligent Routing
  • Integrated CRM
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Microsoft Teams Voice Real-time Analytics
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Boost call quality through live visibility: real-time call analytics and routing

Live call wallboard for routing control

See live call volume, team performance, missed calls, and user availability in one dashboard. Spot bottlenecks, solve issues promptly, and adjust the call flow before customers notice them.

Screen Pop: Integrated CRM

Enable your team with integrated CRM or ticketing system information right away – ensuring fast, accurate, and personalized customer service. Available with Zoho CRM, other systems coming soon.

Intelligent call routing for Microsoft Teams Voice

Control call activity based on skillset, availability, or priority. No delays, no rerouting. Take care of high-value customers with the right specialized team member.

Every call route and queue, all-in-one app

Handle voicemail, callbacks, and auto-attendants all within Teams PowerPack – CX. Keep departments, locations, and devices connected.
The real-time call analytics Microsoft deserves.

Risk-free real-time call analytics & routing – built for Microsoft Teams Voice

  • Hosted in Azure Bot Service for a native Teams experience
  • Built on Microsoft security to help keep your data protected
  • Automatic sync with Teams users, permissions, and devices – no manual or extra merging
Microsoft Teams Voice Real-time Analytics
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The Teams PowerPack – CX features for premium customer experience

Explore Categories

Feature

Function

Benefits

Live Call Wallboard

Shows real-time information about incoming calls and your team's performance or availability

Evaluate live customer service activity and act accordingly

Desktop notifications

Team members receive immediate notifications with every incoming call

Be ready to welcome customers anytime and stay productive while multitasking

Grab Calls from Wallboard

Assign calls manually whenever needed in real time and reduce unanswered calls

Route calls manually and direct them to the ideal team member, without waiting on automatic routing

Availability Report

Notice overloads or idle staff, so you can reduce waiting times and fairly distribute call volume

Spot bottlenecks, balance queues and make sure customers get the best experience

Available Users

Shows team members' availability when a call comes in

Find out root causes of missed calls so you can troubleshoot, train, or try different routings

Core Reporting

Delivers clear, concise reports about call activity and handling over any selected period of time

Understand call trends and help your team with actionable insights

Calls X-Ray

Shows the exact path every call followed, from "incoming call" to "call ended" status

Spot issues across your customer service operations and fix them quickly

Track abandoned calls

Track calls that were hung up before reaching your team

Stay on top of customers' needs and ensure enough availability for call handling

Not handled calls

Track calls that weren't picked up by your team

Stop losing customers, improve answered calls rate and waiting times

Dropped Calls

Track calls that end within seconds of connecting with your team

Spot technical issues or training needs to improve customer service

Scheduled Reports

Set up automatic reports to email daily, weekly, or monthly—with your chosen date range and recipients

Keep key stakeholders periodically informed with automated reports and insights

Call routing methods

Select from a variety of methods to send incoming calls to the ideal operations representative

Customers are connected to the right person faster, and your team's workload stays balanced

Skill opt in/out

Choose whether team members stay available or not for specific queues or skills routing

Prevent losing incoming calls during training or while handling other duties

Score-based routing

Set up the ideal team members' prioritization based on expertise, skills and performance

Select who should take calls first and make sure your top performers handle difficult or high-value calls

Discrete presence-based routing

Route calls automatically based on team members' availability

Maximize your team's performance and minimize customers' waiting times

Cloud auto attendants

Create custom auto-attendant menus that send customers to the right queue and team member

Give customers a professional first impression and the most accurate problem resolution

Cloud call queues

Take care of customers' experience while they wait with custom messages

Keep customers informed and reduce hang-ups with a transparent waiting experience

Auto attendant bypass

Send calls straight to specific queues or departments without menu navigation

Get customers to the right department instantly for a faster and more personalized experience

Call back & voicemail capabilities

Enable customers to leave voicemail messages and request callbacks when your team is busy

Keep customers engaged through a thoughtful customer experience, even when your team is not available

Music on hold

Play the music of your choice or pre-recorded messages while customers wait

Keep customers engaged and reinforce your brand during wait times

Screen Pop with Caller's Record or History

Get instant pop-ups with caller details pulled from your CRM or helpdesk systems. Available with Zoho CRM, other systems coming soon.
Make every customer feel understood –help them solve issues faster and deliver personalized attention, without digging for context through systems

Built for Microsoft Teams

Completely Microsoft native, your data stays secure as if it was Microsoft 365' environment itself – no risk, no extra logins
Intuitive wallboard and features plus an uncomplicated setup that guarantee easy deployment and adoption

Hub navigation

Navigate through specialized dashboards per hub and handle multiple phone numbers or locations from one central system
Manage all your customer touchpoints efficiently from a single intuitive interface

Scalable

Add, remove or relocate users as your team grows or changes
Keep flexibility and scale operations structure whenever needed without disruption

Multi-device ready

Works across desktop and mobile interfaces
Enable customer experience and call management no matter what device you're using

Secure & Private

Built with Azure Bot Services and Microsoft-grade security
Keep call data safe while meeting enterprise security standards

Global time zone configuration

Show and schedule reports in your local time zone regardless of location
Work efficiently across different locations with accurate local time displays

Multi-layer call routing

Teams PowerPack can send calls through three different routes, so your team can keep taking calls without interruption, even when Microsoft experiences connectivity issues.
Your customers get a steady call experience, and you stay in control of how calls are handled – always through a reliable platform.

See what companies achieve with Teams PowerPack – CX

Ireland Vagabond Tours
↑ 97% calls answered — up from 80%
We have a target around how many calls we want to answer versus miss… we're kind of sitting around 97% calls answered, which is great. That's significantly higher than what it was when we started, it was around 80%. So, we've seen a 17% uplift in the calls that we're able to answer. Having your reporting tool at my fingertips has helped me drive productivity within the business but also understand where we have gaps that we could address. It's really starting to enable us to be able to make business decisions that we probably couldn't do before.
Read More
Mark Newton
Head of Technology
Ireland Vagabond Tours
Minneapolis Area REALTOR Association
↑ Industry-best development practices
Our users and call center managers are able to effectively use this product suite to gain insights, call analytics, and quickly track call volume and assignments. It also runs a management wall board and helps track TTR and other metrics. The teams writing the code are using industry best development practices to minimize issues, introduce new features rapidly, and keep the product moving forward in an organized way.
Read More
Troy Siegert
Sr. Manager, IT and Facilities
Minneapolis Area REALTORS
The Saint Paul Chamber Orchestra
✦ Seamless hybrid workspace integration
Having phone service directly through Microsoft Teams has been a breeze for our employees as it fits seamlessly with the rest of our hybrid workspace. Having this solution has been even better. It has been empowering for our incredible team to have more information in a hybrid work setting so everyone can make the best use of their time. Thank you!
Read More
Jasmine Carlson
Patron Services Manager
Saint Paul Chamber Orchestra
Success Computer Consulting
↑ 30% more output — in 30 days
With the information provided we were able to adjust our team's approach to incoming work. Our production has increased by approximately 30% over the last month!
Mark Myers
Remote Services Supervisor
Netrio
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Frequently Asked Questions

Teams PowerPack – Customer Experience (CX) transforms your Microsoft Teams Voice system into a customer experience engine. It provides team with real-time call data, displays key metrics on wallboards, and triggers instant screen-pop with caller information. Every feature designed to help you deliver premium customer service within the Microsoft 365 environment.

  • Real-time dashboard: Monitor active calls, team’s performance, availability and metrics at a glance.
  • Intelligent routing: Direct customers to the ideal sales or support representative based on skills, priority or department.
  • Screen Pop: Get instant pop-ups with caller’s details and customer history pulled from your CRM or helpdesk systems. Available with Zoho CRM, other systems coming soon.
  • Voicemail: Never miss a follow-up with streamlined tools.
  • Call Analytics: Get actionable insights with full tracking reports and graphics.

To see Teams PowerPack in action and discover all its features, book a free demo here

Teams PowerPack – Customer Experience (CX) works alongside Microsoft’s internal bots (such as Azure Bot Services) to provide immediate, real-time data on your calls and customer service interactions. This means you can see live what’s happening with queues and users, allowing you to quickly identify issues, performance, trends, manage call routing, and proactively upgrade your customer’s experience. 

Screen-Pop is a specialized feature that is automatically triggered when a call comes in, providing immediately relevant customer details that “pop up” on the user’s screen. This may include their name, location, account history, or recent interactions from your CRM data or other helpdesk systems. This feature allows teams to instantly know who they’re talking to and why they’re calling, leading to more personalized, efficient, and satisfying customer interactions from the very first moment. Available with Zoho CRM, other systems coming soon.
Teams PowerPack – Customer Experience (CX) is hosted entirely within Microsoft Azure Bot Services, benefiting from the platform’s native integration with Microsoft Teams and its enterprise-grade security foundation.
 
Our app complies Microsoft’s security best practices, including:
 
  • Secure data transmission, using industry-standard encryption protocols for all communications in transit.
  • Strict identity management, with Multi-Factor Authentication (MFA) and conditional access to prevent unauthorized gateways.
  • Role-Based Access Control (RBAC) to ensure only the right people can access specific resources.
  • Real-time threat monitoring and alerts, powered by Microsoft Defender.
  • By aligning with Microsoft’s Zero Trust principles, PowerPack – CX continuously verifies identity and enforces least-privilege access across all services.
On top of that, Teams PowerPack – CX is GDPR compliant and is SOC2 certified as it embraces the highest security and privacy standards.
With Teams PowerPack you get high visibility features without enterprise price tags. Customer Experience (CX) by Teams PowerPack provides live call management adapting complex features to simple dashboard and wallboard views.
 
Teams PowerPack pricing is tailored for your specific team size and visibility needs. Each plan is charged per user and queue, so you only pay for what your team actually uses. The best news is that you could save up to half the cost of a contact center. For larger companies, volume pricing is also available through a custom quote request.
 
Security and simplicity are built-ins. Live call management and instant CRM caller context run within Microsoft 365 environment, powered by Azure Bot – no external setup or additional IT infrastructure, unlike most non-native contact center tools.
 
Want to check out Teams PowerPack? Book a demo with our product specialists here.
Every customer wants fast, effective solutions. With Teams PowerPack – CX you have full operational control over call routing through real-time visibility so you prevent delays, distribute call load, and monitor team performance.
 
Need personalized customer service and instant CRM context? Screen Pop within Teams PowerPack – CX surfaces CRM details, ticket history and campaign information the moment a call comes in – reduce time spent on context questions, send each call to the ideal sales or support representative and provide extra information on potential sales.
 
Personal, high-quality customer service starts with the right data. With Teams PowerPack – CX you can track live statistics such as callbacks, missed calls, abandoned calls, and SLA performance – all without leaving the Microsoft 365 secured environment.
 
If you are ready to upgrade your call management and customer service, try out the 30-day guarantee trial.
Book a free demo here.
Data insights and effective management are crucial in any KPIs growth. CX by Teams PowerPack provides you both. Reporting, analytics, real-time monitoring, and management all-in one. Know what’s happening with your team’s performance and why. Spot issues or strategic advantages, then be able to adapt in real-time operations.
 
The higher the customer satisfaction, the higher the revenue. CX is specifically designed to take care of your customer’s experience and monitor the results with actionable data. More personalization, effective routing and shorter wait times, without risking data privacy.
 
The best part? You don’t even have to invest in external high-priced solutions as Teams PowerPack – CX works entirely inside the Microsoft 365 environment and operational costs are not significantly increased.
Get to watch Teams PowerPack – CX in action and try the 30-days guarantee trial. Book a free demo here.

Speak with a Teams PowerPack specialist. ​

Find out which plan fits your team best.​