Many call centers are migrating to Microsoft Teams, but Teams does not yet offer a comprehensive reporting tool. TeamsCX aimed to fill this gap. At the start of the project, a basic reporting structure existed, but a solution like TeamsCX had never been built before. There was no existing technology or reference point—everything had to be researched and developed from scratch. Moreover, multiple systems operated alongside each other without proper integration. The challenge for Infodation was to seamlessly connect these systems and build a robust reporting platform.
TeamsCX needed a single integrated platform where employees could collaborate effortlessly. Management required a clear overview of communication processes to drive improvements. Additionally, automation was crucial, eliminating the need for employees to manually retrieve customer information during conversations.
We adopted a market-driven approach, focusing on greater insights into communication patterns, better integrations, and smarter collaboration.
Existing solutions only offered basic functionalities and lacked in-depth analytics and flexible integrations.
With a modular architecture, we created a flexible and scalable solution that seamlessly adapts to various customer needs and existing systems. Additionally, we prioritized data-driven communication, enabling organizations to analyze their communication flows and reduce inefficiencies.
The project started in 2022 with a dedicated sales team and development team, led by Operational Manager Vu Nguyen and Product Owner Chi Pham. Two years later, the project is still evolving and is in a continuous optimization phase.
Before TeamsCX, organizations lacked a clear overview of their communication flows, making it difficult for management teams to monitor and improve processes. With TeamsCX, they now have real-time dashboards, allowing them to detect and resolve bottlenecks faster.
Where employees previously had to manually search for customer data, this information is now automatically displayed during interactions. This has resulted in a more efficient and intuitive work environment, where employees have instant access to relevant data. Slow processes and a lack of insight are now a thing of the past
"We brought our ambition to life—and Infodation made it possible."
TeamsCX provides real-time insights, automated processes, and improved collaboration. This not only increases efficiency and job satisfaction but also enables management to make more data-driven decisions on performance and process improvements. The integration of AI allows for advanced analytics and intelligent automation, helping organizations quickly identify trends and bottlenecks. Additionally, TeamsCX is evolving into an omnichannel platform, seamlessly integrating communication via chat, SMS, WhatsApp, social media, and other channels. Thanks to continuous optimization, TeamsCX continues to develop as the go-to reporting tool for MS Teams and Anywhere365 Contact Centers.
Providing a seamless experience for customers and employees—that was Hallo’s goal in optimizing its digital services. Hallo, a leading telecom retailer, partnered with Infodation to develop an integration platform that seamlessly connects Salesforce, Entra-ID, and the web channel. Thanks to Single Sign-On (SSO) with Entra-ID and a direct connection to Salesforce, commercial processes now run more efficiently, allowing customers to navigate effortlessly and employees to focus on what truly matters.
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