Do agents need to install additional software?

No — uContactManager works entirely within the standard Microsoft Teams client. No extra desktop apps, plugins, or extensions are needed.

Which CRM and ERP systems are supported?

uContactManager integrates with any system that provides an API: Dynamics 365, Salesforce, TOPdesk, ServiceNow, HubSpot, Exact Online, AFAS, and many more via REST/JSON or SOAP/XML.

What if our CRM is on-premises?

Use an internet-facing API gateway or reverse proxy with service authentication. IP allowlisting is supported for additional security.

Can we customize the information shown per queue or call type?

Yes — multiple Adaptive Card templates and rules per scenario are supported, so different teams can see different information.

What happens if the external system is temporarily unavailable?

Calls are never blocked. If a data source is slow or unavailable, the call continues normally with a fallback card or no card.

Connect Cloud

uContactManager

Real-time CRM integration for Microsoft Teams

Automatically identify callers and display customer context from your CRM, ERP, or helpdesk directly in Microsoft Teams — before or right as the call is answered.

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Microsoft Teams

Marc Jansen

+31 26 352 1100

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Customer context at your fingertips

uWebChat Voice transforms Microsoft Teams into a full-featured omnichannel contact center with advanced call routing, wallboards, reporting, and call recording. uContactManager is one of its core modules: a real-time enrichment engine that listens to call events, queries your customer data sources, and delivers a context-rich Adaptive Card to the answering agent — no extra software required.

As a built-in feature of uWebChat Voice, uContactManager automatically identifies callers by phone number and looks up relevant information in your CRM, ERP, ticketing, or ITSM system. The result is presented as an Adaptive Card directly in Microsoft Teams — showing caller identity, open cases, recent interactions, contract details, and deep links to source records.

Core capabilities

Intelligent caller identification and context delivery for better customer conversations

Real-time caller identification

Automatically identify incoming callers by phone number and match them to contacts, accounts, and organizations in your business systems within seconds.

Adaptive Card delivery

Deliver a fully customizable Adaptive Card to the answering agent in Teams, showing caller identity, relationship tier, open cases, recent activity, and deep links to CRM records.

Any data source

Connect to any system with an API: CRM (Dynamics 365, Salesforce, HubSpot), ITSM (TOPdesk, ServiceNow), ERP (Exact, AFAS), databases, or custom APIs via REST/JSON or SOAP/XML.

Smart call routing

Optionally influence call routing based on retrieved customer data — route VIPs to their account manager, priority customers to senior agents, or flagged accounts to specialized teams.

Zero agent software

Agents use only Microsoft Teams. No extra desktop apps, browser extensions, or plugins needed — the Adaptive Card appears directly in the Teams chat.

Graceful degradation

If a data source is slow or unavailable, calls are never blocked. A lightweight fallback card (or no card) is delivered while the conversation continues normally.

How it works

From incoming call to customer context in seconds

Call arrives

An incoming call reaches uWebChat Voice. The Listener Service detects the ringing event and extracts the caller ID.

Event filtering

Configurable rules filter noise and select only relevant call events, minimizing unnecessary lookups and bot posts.

Data lookup

Integration Connectors query your CRM, ERP, or ITSM systems via headless service-account authentication. Multiple data sources can be aggregated.

Card composition

The Composer builds an Adaptive Card from the retrieved data — caller name, company, open tickets, contract status, deep links — and holds it server-side.

Agent answers

When the agent picks up, the Delivery Handler identifies the answering agent and posts the Adaptive Card to their Teams client via the uWebChat bot.

Action & routing

Agents can click deep links to open records in CRM, create tickets, or log calls.

uWebChat Voice

Part of uWebChat Voice

uContactManager is one module in the uWebChat Voice contact center platform. Explore the other capabilities:

Explore uWebChat Voice

Advanced call routing

Real-time wallboards

Reporting & analytics

Call recording

Omnichannel support

Custom caller ID

Use cases

Proven value across customer-facing teams and industries

Customer service screen-pop

Identify the caller instantly and show a 360° customer view — open cases, recent interactions, SLA status — to speed up call resolution.

VIP routing

Recognize high-value customers and route them to their named account manager or a priority queue for premium service.

IT helpdesk

Display active incidents and service requests for the caller's organization, enabling faster triage and resolution.

Sales teams

Show opportunities, last touchpoints, and next actions during calls so sales reps can have more informed conversations.

Finance & collections

Surface outstanding invoices, payment status, or credit holds to first-line agents handling financial inquiries.

Multi-source aggregation

Combine data from CRM, ITSM, and ERP into a single unified view — giving agents the complete picture in one card.

Why uContactManager

Faster call resolution

Agents have full customer context before they even speak, reducing handle time and improving first-contact resolution.

No extra software

Works entirely within Microsoft Teams. No desktop apps, plugins, or training required — agents use the tools they already know.

Any integration

Connect any CRM, ERP, ITSM, or custom system via REST API, SOAP, or database gateway. OAuth 2.0, API keys, and service accounts supported.

Related Services

Often combined with uContactManager