Native Contact Centre
Solutions for Microsoft Teams

A contact centre in Microsoft Teams extends the platform beyond internal chat and meetings to handle inbound and outbound customer interactions. Rather than running a separate contact centre system alongside Teams, C360 brings call routing, queue management, agent tools and reporting directly into the Teams interface — so your teams work from one platform without switching between systems.

Yes — but not in its native form. Out of the box, Microsoft Teams offers basic call queues but lacks the routing intelligence, omnichannel capability, agent tools and reporting that a true contact centre requires. C360 adds a fully featured contact centre layer on top of Teams, turning it into a powerful customer engagement platform without replacing the Teams experience your teams already use.

Teams call queues offer basic inbound call routing — calls ring a group of users in sequence or simultaneously. A proper contact centre goes much further, with intelligent skill-based routing, omnichannel support across voice, chat, email and social messaging, real-time supervisor tools, agent dashboards, performance reporting and CRM integration. C360 Plus and Premium deliver all of this natively within Teams.

C360 Plus and Premium extend Teams to support omnichannel customer engagement — handling voice, chat, social messaging and email from within a single platform. Agents manage all interactions from one interface, supervisors get real-time visibility across all channels, and reporting consolidates everything into one unified view through C360.

A contact centre ensures every customer interaction is routed to the right person, handled efficiently and tracked from start to finish. With C360, organisations benefit from faster response times, reduced missed contacts, better agent performance visibility, and the ability to engage customers across the channels they prefer — all of which directly improve customer satisfaction and loyalty.

C360 Lite provides enhanced Teams call queues — ideal for smaller businesses managing straightforward inbound call handling. C360 Plus delivers a full omnichannel contact centre with intelligent routing, agent and supervisor apps, CRM integration and social messaging. C360 Premium takes this further with advanced routing optimisation, enterprise-grade performance management, deep analytics and extensive integration support for complex or high-volume environments.

Yes — C360 Plus and Premium support omnichannel engagement, allowing organisations to manage customer interactions across voice, chat, social messaging and email from within Microsoft Teams. All channels are handled from a single agent interface, with unified reporting across every touchpoint through the C360 platform.

Yes. C360 Plus includes CRM integration supporting platforms including Microsoft Dynamics, Salesforce, TOPdesk and Exact Online. C360 Premium extends this further with extensive integration support across a wider enterprise ecosystem. CRM integration gives agents instant access to customer data during interactions, improving resolution times and the overall customer experience.

C360 contact centre is used across a wide range of sectors including housing, education, financial services, legal, healthcare and the public sector. Any organisation that manages customer interactions at volume — whether inbound enquiries, service requests or outbound engagement — will benefit from C360's contact centre capability, regardless of size or sector.

Deployment timelines depend on the complexity of your environment and the C360 package chosen. C360 Lite can be deployed quickly with minimal configuration, making it ideal for organisations that need to get up and running fast. C360 Plus and Premium involve more detailed scoping and configuration to ensure routing, integrations and agent tools are set up correctly. Conversant's team works with you through every stage — from design and deployment to onboarding and ongoing support — to make the process as smooth and disruption-free as possible.