Let’s be real, customer experience isn’t just a nice-to-have anymore. It’s the make-or-break factor for any business. Call centres have always been goldmines of insight, but for years, most of that data just sat there, gathering digital dust. Enter AI-driven speech analytics, the tech that’s finally turning conversations into action. We’re talking insights you can act on […]
If 2025 was the year everyone talked about AI, 2026 is the year it finally earns its place on the team. Contact centres have been chasing “AI-powered” automation for years tools that promised smoother service, smarter routing, and lower costs. But most of what we got wasn’t really intelligent. It was reactive, rule-based software that needed […]
When you think of an informal contact center, what do you see? Banks of desks answering calls? Maybe home workers being productive with headsets? Or do you visualise the different technology components, extending the reach and use of Microsoft Teams? When we talk about the informal contact center for Microsoft Teams, it means different things […]
Introduction We are thrilled to announce that Heedify is now officially certified for Teams Phone Extensibility (TPE)! This certification, following the general availability announced by Microsoft , marks a significant leap forward in our mission to deliver a seamless, powerful, and truly unified contact center experience within Microsoft Teams. For our customers, this means the Heedify Attendant Console is now […]
About Balluff Balluff is a leading provider of sensor and automation solutions, with a global presence spanning across multiple continents. As part of their digital transformation and modernization efforts, Balluff migrated to Microsoft Teams across all their sites in Asia. This move was crucial to unify their communications infrastructure and support their regional marketing and […]
Seamless integration with Microsoft Teams is no longer a luxury for modern businesses, it’s a necessity. For both front-desk attendants and contact center agents, the quality of this integration is crucial. It directly impacts productivity, simplifies complex processes, and defines the customer experience from the very first interaction. But not all integrations are created equal.Behind […]
At Heedify, we’re on a mission to simplify and modernise the way organisations manage calls within Microsoft Teams – and now, we’re excited to make our native attendant console more accessible than ever in Australia and New Zealand through our new distribution partnership with Voitec, a leading Australian-owned distributor of communication solutions. A Native Microsoft Teams […]
In today’s fast-paced customer service environment, call center reporting is essential for improving performance and driving customer satisfaction. When integrated with Microsoft Teams, reporting becomes even more powerful. By leveraging the full potential of Teams, call centers can seamlessly track performance metrics and optimize workflows, ensuring agents are equipped with the right data to deliver […]
If you missed our last blog post on The Importance of Phone Reception with the Attendant Console, don’t worry! In this article, we explore how chat integration in your Teams-powered contact center can dramatically enhance agent productivity, improve the customer experience, and simplify workflows for contact center managers. By combining voice and chat in one unified platform, businesses can deliver faster, more […]
If 2025 was the year everyone talked about AI, 2026 is the year it finally earns its place on the team. Contact centres have been chasing “AI-powered” automation for years tools that promised smoother service, smarter routing, and lower costs. But most of what we got wasn’t really intelligent. It was reactive, rule-based software that needed […]
