Enhancing Microsoft Teams with the new ACS-based Attendant Console

The use of Microsoft Teams as a communication hub has skyrocketed in recent years, with Teams Phone users exceeding 40 million by the end of 2023. If you’re familiar with Imagicle, you’ll know we’re not new in the Microsoft Teams scenario. 

In fact, we’ve been offering Microsoft Teams users a complete suite of UC apps for years. Our mission from day one has been to simplify and enrich your daily workflow, and this always included providing a flagship Attendant Console complete with Advanced Queueing and Auto Attendant services. 

It helped customers answer, transfer, park, manage queues, and record calls through 2 integration model they could choose from, depending on the endpoint used to manage calls: the Microsoft Teams client or the physical desk phones, covering different use cases to satisfy every need. The first model was ideal for operators needing a software-only solution, and the second suits those who still use desk phones or have digitally impaired users on their team.

Unfortunately, though, the old integration model had to proven to not offer the best possible user and telephony experience because of the several limitations coming from the underlying technologies available a couple of years ago (Microsoft Teams BOT). This entailed:

• Lack of suitable APIs to control MS Teams client, requiring to emulate many telephony features using Bots. And unfortunately, emulation means complexity, slowness, limitations.
• The MS Teams Bots had proven to be often slow and unreliable, sometime slowing down operators’ work.
• An overall poor user experience that was far from what operators expect.

Despite these limitations, we never gave up and still provided users with a way of handling their MS Teams calls through the Imagicle Attendant Console client.

But today, things have finally taken a new turn thanks to the new integration model, based on a completely new technology, called ACS, removing every bot limitation and providing users with the smooth user experience they want and deserve.

Introducing ACS: A Game-Changer for Microsoft Teams Integrations

Azure Communication Services (ACS) is a Microsoft-managed cloud service designed to supercharge applications by incorporating advanced communication features like voice, video, chat, text messaging, and email. 

What makes ACS particularly exciting is its ability to enable these applications to interoperate seamlessly with Microsoft Teams, even without the Microsoft client. This opens up new possibilities for developers and organizations aiming to enhance their Teams experience with innovative tools.

At Imagicle, we’re proud to have said goodbye to Microsoft Teams Bots and stepped into this innovation by immediately leveraging ACS to integrate Attendant Console and MS Teams in a completely new way: the beloved product users know and love, but improved for usability, power, and speed.

But what changes exactly with the new console? The main benefits are:

• True softphone integration with Microsoft Teams: Imagicle Attendant Console now operates seamlessly with Microsoft Teams as a standalone softphone, offering all telephony features even without using the Teams desktop or mobile client.
• Desk phones no longer required: it eliminates the need for traditional desk phones, reducing hardware costs and creating a clutter-free, modern work environment that’s perfect for smart working setups.
• Optimized for smart working environments: it supports remote work and flexible office arrangements, ensuring users can stay connected from anywhere.  The only thing they need is the Console, which will be operator’s softphone.
• Enhanced accessibility for sight-impaired users: the old integration model offered accessibility features only for desk phones. The ACS-based one incorporates features to enable sight-impaired users to use the softphone with confidence.
• Simple to deploy and configure: streamlined setup process minimizes IT workload, allowing easy and quick deployment, even for large organizations, without needing complex configurations through MS Teams PowerShell. Ideal for businesses migrating from legacy phone systems.
• Natural migration path for existing customers: the best part? Our existing customers don’t have to learn anything new: the Console is still the one they’re using everyday. With simplified deployment, the migration is a breeze! For more information on this topic, feel free to contact us.

Words can only go so far, though – enjoy a demo to understand what we’re really talking about.

Cherry on top? Certified to integrate with Microsoft Teams and omnichannel!

Would it be an Imagicle news if it didn’t have at least two more exciting news on top? 😀  

The ACS-based integration isn’t the only thing that’s new within the Imagicle Attendant Console.

First and foremost, in 2024 the Attendant Console has been officially certified to integrate with Microsoft Teams. So, what does this certification mean, I hear you ask? In the simplest terms, our Imagicle Attendant Console, along with our Call Recording, has proven its technical excellence and elevated security. But it means much more than just a stamp of approval from Microsoft. 

This is a testament to the long hours, rigorous testing and hard work our team has put into the development of our console. The certification journey was not easy. Microsoft has a high bar for certification, particularly concerning Cloud security. Many companies didn’t make the cut. However, we’re here, with our console meeting the unprecedented security requirements set for Microsoft Teams certification in 2024.

Second, but not in importance, the Attendant Console has a new omnichannel sister: the Imagicle UCX Agent Console, certified to integrate with Microsoft Teams as well. 

We’re talking about an omnichannel console for seamless customer engagement across voice and digital channels. On a single pane of glass, agents can access caller information, handle calls, and oversee queues effortlessly. At the same time, they can manage requests from various chat channels and enable users to interact with virtual agents via voice or digital means.

This console completely changes the experience for customers. It means they can choose how they connect without losing continuity in their service experience. With agents clear view of all communication means, customers enjoy faster responses and fewer frustrating repeats of their issues. The integration of virtual agents adds another layer of convenience, offering quick resolutions for common inquiries 24/7/365 while ensuring a smooth handoff to human support when needed. This approach not only saves time but also feels tailored to individual needs, making the entire experience more personal, efficient, and hassle-free. It’s about creating a connected journey where customers feel heard and valued at every touchpoint.

Attendant Console for Microsoft Teams: conclusions.

2024 has been an amazing year for Microsoft Teams users choosing Imagicle. Today, they have an Attendant Console on their hand that’s top tier. Even though the bot technology hasn’t been dismissed, the innovation we saw through ACS made the choice of developing a new console a new-brainer. 

And Attendant Console is not the only app that went through a renovation. In fact, our Call Recording is more powerful than ever, offering compliant recording directly from the MS Teams client with the option to start, stop, pause, resume and browse recordings. We even introduced a new Agent Console, Virtual Agents, and Virtual Receptionist, ready help you welcome customers and automate conversations in an easy, modern way.

Want to know more about the Imagicle applications for Microsoft Teams? We have a freshly baked go-to guide for you to download at this link! It includes market trends, an overview of our apps and their use cases, and more, making sure you don’t miss any feature and leverage them to the max. 

Make sure to stay tuned, because 2025 will be even more exciting!