Connect Cloud
uWebChat Voice
Teams contact center for business telephony
Every service-oriented organization is a contact center. uWebChat Voice turns Microsoft Teams into a complete contact center platform — with call routing, wallboards, reporting, recording and CRM integration.
Every customer-facing organization is a contact center
Give your team the contact center capabilities for Teams telephony. Who is calling, how long are they waiting, are all calls being answered? uWebChat Voice adds these capabilities to Microsoft Teams without changing how you work.
Integrate business telephony into Microsoft Teams via Direct Routing — keep your existing phone numbers without porting. Add the features you expect from professional telephony: wallboards, call recording, reporting, CRM integration and intelligent routing. Works with both Teams users and desk phones or other SIP devices.
Contact center features in Microsoft Teams
From intelligent call routing to real-time insights — everything your team needs to serve customers professionally by phone
Advanced call routing
Smart routing via Teams telephony
Route calls automatically to the right person. Based on availability, skills or priority — so customers are not transferred unnecessarily.
Real-time wallboards
Live team dashboard in Teams
See at a glance how many calls are waiting, who is available and how your team is performing. Ideal for team leaders who need to act quickly.
Comprehensive reporting
Insight into your Teams telephony performance
How many calls are you missing? How long do callers wait? Which agent answers the most calls? From daily SLA overview to detailed call analysis.
Call recording & playback
Compliance and coaching via Teams
Record calls for coaching, quality control or compliance. Search and playback through the management portal.
CRM integration
Customer recognition during Teams calls
See who is calling instantly: customer data, open tickets and call history appear automatically in Teams. Supports Dynamics, Salesforce, TOPdesk and more.
Custom caller ID
Professional calling from Teams
Always call out with your business number, regardless of which employee calls. Professional appearance, recognizable to your customers.
Omnichannel in Teams
Phone, chat and WhatsApp in Teams
Phone, webchat and WhatsApp in one interface. Your team does not need to switch between systems — all customer conversations in one place in Teams.
Teams & SIP devices
Desk phones and Teams on one platform
Combine Teams softphone with desk phones, doorbells or fax machines. Maximum flexibility without compromising functionality.
Service hours & holidays
Automated management via the portal
Callers automatically hear a message outside business hours. Configure opening hours, holidays and forwarding rules through a simple portal.
How uWebChat Voice Works
Seamless integration with Microsoft Teams for enhanced calling capabilities
Direct Routing setup
Connect your existing phone numbers to Microsoft Teams via Direct Routing without porting numbers or purchasing Microsoft Calling Plans.
Agent groups & departments
Use Office 365 groups or define custom groups and departments. Organize agents, set up queues, and determine priority for optimal call handling.
Configure call flows
Set up intelligent call routing based on availability, skills, and business rules. Configure auto-attendants and queue behaviors.
Deploy wallboards
Install real-time dashboards throughout your office to give teams visibility into queue status, waiting calls, and performance metrics.
Integrate CRM/ERP
Connect uContactManager to your business applications (Dynamics, Salesforce, Zendesk) to display customer information during calls.
Monitor & optimize
Use comprehensive reports and analytics to identify trends, optimize staffing, and improve service levels continuously.
Perfect for
Organizations that need enterprise contact center capabilities in Microsoft Teams
Customer support centers
Handle high call volumes with intelligent routing, queue management, and real-time visibility into team performance.
Sales teams
Integrate CRM data, track call metrics, and use custom caller ID to present a professional image to prospects and customers.
Help desk operations
Route support calls efficiently, display ticket information during calls, and maintain comprehensive call records for quality assurance.
Multi-site organizations
Coordinate calling across multiple locations with centralized management, unified reporting, and flexible agent groups.
Compliance-sensitive industries
Meet regulatory requirements with call recording, audit trails, and detailed reporting capabilities.
Omnichannel support
Manage voice, webchat, and WhatsApp interactions from a single platform, giving agents complete customer context.
Why organizations choose uWebChat Voice
Keep your phone numbers
No number porting to Microsoft or expensive Calling Plans. Connect your current numbers via Direct Routing and call directly from Teams.
Instant performance visibility
Wallboards and reports give your team and management real-time visibility into calls, wait times and service levels.
Independent of Teams availability
With Direct Routing, voice routing runs via a separate path, independent of Microsoft Teams. Your organization remains reachable by phone, even during a Teams outage. Essential for organizations where phone availability is business-critical.
Manual & knowledge base
Step-by-step guides for configuring and managing uWebChat Voice
Getting started
Overview, requirements and license information
Management portal
Login, dashboard and user permissions
Call queues
Queues, business hours and Shifts integration
IVR menus
Interactive menus, options and holidays
Audio & recording
Audio library, recordings and uploads
Reporting & uWallBoard
Statistics, reports and real-time dashboards
Related Services
Often combined with uWebChat Voice
Ready for professional telephony in Teams?
Discover how uWebChat Voice helps your team serve customers better and more efficiently by phone — directly from Microsoft Teams.
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