Vodia and Microsoft Teams: Your Call Center Solution
Published on:
February 12, 2025
ConnectPlus, a fictional call center with 150 agents and 20 support team members, faced several challenges in managing its phone systems and customer interactions. The company struggled with inefficient call routing, long wait times, and inadequate reporting, especially as it relied on Microsoft Teams for internal communication. To improve operational efficiency and enhance the customer experience, ConnectPlus sought a solution that could streamline its processes across multiple devices and platforms. Integrating Vodia’s PBX with Teams provided the ideal solution, optimizing their call handling and overall communication capabilities.
A call center software is a solution that allows companies to handle large volumes of inbound and outbound customer calls efficiently. It includes features like call routing, IVR systems, call monitoring, and reporting tools to streamline customer interactions and enhance overall customer service experience.
How Can Microsoft Teams Improve Collaboration and Productivity?
Microsoft Teams offers a centralized platform for communication, collaboration, and file sharing. By integrating tools like chat, video conferencing, and document collaboration in one place, Teams streamlines workflows, facilitates real-time communication, and enhances overall productivity. It simplifies day-to-day operations, allowing teams to collaborate seamlessly regardless of location. This holistic approach to communication is one of the main reasons Microsoft has become one of the world's most successful software providers, trusted by businesses of all sizes for enhancing internal collaboration and driving greater efficiency.
What Are the Key Features to Look For In a Call Center Solution?
When choosing the right call center software, it's essential to consider a variety of features that can significantly enhance customer service and improve operational efficiency. Key features to look for include scalability, omnichannel support, comprehensive analytics and reporting, CRM integration, ease of use, and customizable routing options. These features are vital for streamlining operations and delivering exceptional customer experiences across a range of communication channels, including web chat, outbound calls, and inbound call centers. A well-rounded solution can help your team optimize its workflow, support high call center performance, and provide valuable insights into contact center metrics.
The Vodia PBX Is Now Certified for Microsoft Teams
The Vodia PBX, now certified by Microsoft for use with Teams, integrates seamlessly with the platform, offering an extended range of communication features that Teams on its own cannot provide. By adding these advanced capabilities, Vodia turns Microsoft Teams into a powerful, fully featured comprehensive call center solution. This includes key features such as agent performance monitoring, automatic call distribution, call recording, caller ID, Interactive Voice Response (IVR), and the management of customer data. Long regarded as the industry's best call center software, the Vodia PBX combined with Teams creates the ultimate call center solution, increasing call center agents productivity, improving service quality, and enhancing the overall customer experience.
Extensions, Call Groups, Call Management, Call Routing and Reporting
The Vodia PBX ensures customers are always routed to the right agent, improving service quality and reducing wait times. Vodia integrates with public telephone networks to provide essential functionalities such as Automatic Call Distribution (ACD), call groups, advanced call management, intelligent call routing, detailed reporting, voicemail transcription, call recording, live chat, and more. When combined with Microsoft Teams, these features enable Vodia to optimize call flows, ensure customer calls and queries are handled efficiently, and provide the necessary tools for agents to stay productive and focused. Whether agents are working from home, in the office, or on the go, Vodia's mobile app allows them to stay connected and perform their duties with ease.
By incorporating Vodia with Teams, your call center can scale to handle high customer base volumes, enhance operational efficiency, and provide superior customer support.
Combine Vodia and Teams for the Best Call Center Platform
Comprehensive management and efficient routing are crucial for meeting high service standards and achieving consistent operational efficiency. By integrating Vodia, call centers can streamline their processes, improve call handling and ensure seamless communication - even when the remote team is using different devices for their individual extensions. Vodia gets inbound calls to the right agent, enhancing customer service and improving customer satisfaction; our PBX provides team members with the solution they need for better workforce management and continuous improvement.
A Call Center Software Project Example
How does combining Vodia with Teams create the perfect cloud contact center solution? We’ve created a project example, a fictional call center, ConnectPlus, with 150 agents and 20 support team members, to illustrate the benefits of this powerful combination.
Managing Contact Center Services
ConnectPlus faced several challenges: inadequate reporting, inefficient routing and lengthy wait times. The company’s system struggled to accommodate Teams, which it used for internal communication; ConnectPlus needed a contact center platform to manage calls across various devices and platforms while streamlining digital channels and real time customer interactions.
Combining the Vodia PBX with Teams - A Perfect Call Center Phone System
Integrating the Vodia PBX with Teams addressed these challenges by improving operational efficiency at ConnectPlus and increasing its communication capabilities:
Groups and Apps: The integration supports the creation of call groups, facilitating better collaboration and communication, giving agents the flexibility to use various devices - whether in-office or remotely - thereby improving agent productivity.
Management and Routing: Vodia’s advanced call routing features ensure incoming calls are directed to the appropriate extensions, streamlining handling, reducing wait times and improving service - even during high call volume.
Reporting and Logging: Vodia’s robust reporting and logging functionalities give ConnectPlus detailed insights, accessible within Teams, into metrics, including duration, performance and wait times.
Door Support/Intercom: Integrating Vodia with Teams enables the management of door entry systems with Teams, providing secure access control and streamlining facility management.
Voicemail Transcription and Forwarding: Missed calls are automatically transcribed and forwarded to the proper extensions. Forwarding capabilities ensure accurate and timely redirection.
A Call Center Solution for Growth
By combining Vodia’s advanced call center features with Teams’ collaboration tools, ConnectPlus has improved its management of phone calls, its operational efficiency and its customer engagement, and it has positioned itself for expansion and growth. Management now has a widescreen view of operations and a clearer plan for processing customer inquiries and requests, and agents now have the tools they need to provide outstanding customer phone support and help ConnectPlus grow.
We're Waiting by the Phone
We've been the go-to phone system for contact centers worldwide, thanks to our incomparable suite of features and our ease of installation and use, and now we can give you the quality assurance of a Microsoft-certified product. Discover why Vodia’s Microsoft-certified PBX is the ideal call center solution for your business. How about a free trial? Get in touch, sales@vodia.com, +1 (617) 861-3490.
About Vodia
Vodia Networks, Inc. is a pioneering provider of B2B Cloud Communications Solutions catering to enterprises, contact centers and service providers. Vodia's PBX software boasts an extensive suite of business telephony features for on-premise and cloud-based systems and operates seamlessly across Windows, Linux or Mac platforms. Fully compliant with SIP industry standards, the Vodia phone system integrates effortlessly with a wide range of SIP-based devices and trunking providers, granting ultimate freedom in telephony. Vodia’s multi-tenancy platforms are compatible with an unprecedented number of technologies, including desk phones, softphones and APIs, for myriad third-party software and CRM systems. Our mission is to empower our partners and end-users with the world's best cloud PBX and personalized support to ensure their success at every turn. Our US headquarters are in Boston and our European headquarters are in Berlin; we also maintain offices in Beijing, Hong Kong, Nicosia (Cyprus) and Sydney, Australia. Visit Vodia on LinkedIn, X and YouTube.
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