Your customer experience
in Teams with Heedify

A complete solution, tailored to all industries, ready to use, and aligned with your business operations.

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Why Heedify
for Microsoft Teams

With Heedify, your teams manage all customer requests directly in Teams. A native, AI-powered solution that’s simple for agents and easy for IT to administer.

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Microsoft Teams is ideal for internal collaboration, but it doesn’t cover all the needs of a contact center:

  • Intelligent, CRM-connected routing
  • Voice-recognition IVR
  • Supervision and performance metrics

Heedify transforms Teams into a native contact center, aligned with your business operations and ready to use for all your agents and supervisors.

 

Microsoft Teams is designed for internal collaboration, but it doesn’t cover all the needs of a contact center. Heedify extends Teams with:

  • Intelligent routing based on customer data
  • Voice-recognition IVR with contextual decision-making
  • Real-time supervision and dashboards
We deliver a Microsoft Teams–based contact center, aligned with your business operations.

A contact center solution for your industry

Heedify delivers a contact center solution tailored to the operational realities of your industry, ensuring compliance, efficiency, and workflows aligned with your business constraints.

Heedify optimizes your operations based on your industry to drive higher performance and compliance.

Finance & Assurance

Streamlined claims handling, advisory, and customer support with reliability.

Public Sector& administrations

Structured workflows and regulatory compliance.

Industry

Operational optimization, field support, and field coordination.

Healthcare

Secure care journeys and coordination across code teams.

Heedify transforms Microsoft Teams into a native contact center, aligned with your business operations and ready to use for all your teams.

Features & use cases

Each industry benefits from a contact center configuration tailored to its processes and business constraints.

 

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What you can do with Heedify and Microsoft Teams

Heedify empowers organizations to run their entire contact center operations directly in Microsoft Teams.

  • Intelligent routing and contextual IVR
  • Real-time monitoring and dashboards
  • Built-in compliance and recording

Key features for your agents and IT teams in Teams

Heedify provides agents and IT teams with a comprehensive set of features, organized into key categories, to manage all customer interactions within Teams.

 

Queue management and routing

Routing leverages business hours rules, business logic, CRM data, and caller identification. Each interaction is delivered to the right agent, reducing transfers and speeding up resolution.

Voice-recognition IVR

Customers can express their intent naturally. The system interprets and automatically routes each interaction, delivering a smooth and intuitive experience for both customers and CX teams.

Process automation

Heedify automates actions across CRM, ITSM, and billing systems. Manual tasks are eliminated, keeping processes consistent for both IT and business teams.

Intelligent, CRM-aware routing

Heedify’s routing combines business hours rules, business logic, CRM data, and caller identification. Each interaction is contextually routed to the right agent, reducing transfers and speeding up resolution.

Recording, AI-powered transcription, and CRM synchronization

All interactions are recorded, transcribed, and synchronized with the CRM. Compliance is ensured, time is saved, and full visibility is provided for supervisors, quality teams, and agents.

Omnichannel with a unified Teams interface

All channels (chat, webchat, WhatsApp) converge into a single console within Teams. Agents respond faster and deliver a consistent experience across every channel.

Attendant Console for Teams

Front-desk teams benefit from a simple interface fully consistent with Teams. It centralizes calls, presence, availability, and calendars for efficient and intuitive management.

Powerful Features

Benefits for each user type

Customer service is a collective effort—from agents and supervisors to back-office teams. Heedify is designed to meet the needs of every role and empower all teams to succeed.

  • Supervisors
  • Agents
    NEW
  • Business Stakeholders
  • Compliance & Risk Teams
Supervisor

Keep your team performing at its best

Gain full visibility into operations and take immediate action to boost performance.

 

  • Real-time monitoring of agents and queues
  • Real-time SLA alerts to reduce abandoned interactions
  • Actionable insights to optimize resource allocation
Agents

Work more efficiently, faster, and with full context

Efficiently manage customer interactions from a single, Teams-integrated console

  • Fewer clicks for faster interaction handling
  • Complete view of customer context at a glance
  • Less app switching, more focus
Business Stakeholders

Monitor and optimize performance

Access clear analytics aligned with your organizational goals

  • Clear visibility into team performance
  • Metrics aligned with business objectives
  • Easily track trends and KPIs
Compliance & Risk Teams

Ensure security and compliance effortlessly

Protect sensitive interactions while staying fully compliant

  • Rules-driven recording with full traceability
  • Enterprise-grade encryption and retention controls
  • Compliance with regulated industry requirements

Try Heedify

Organizations choose Heedify for its clarity, simplicity, and true native integration with Microsoft Teams. Deployable in under 60 minutes, it can improve response times by up to 22%.

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