CoreEngage for Teams Phone
Interested in improving efficiency and service for your customers? We have great news. Many of the tools you need are already inside Microsoft 365.
When you bring them together in a Teams-native contact center, your organization can reduce duplicate costs, simplify operations, and give agents more time to focus on customers.
Where costs quietly add up
Contact center projects can be unpredictable. When solutions are overly complex, what started as a clear plan can sometimes drift into a never-ending deployment. Integration work can take longer than expected, or separate contracts are required for add-ons like CRM screen pop or wallboards. Each item looks small in isolation, but together they consume budget and tie up IT resources.
Legacy systems add another drain. Running an on-premises PBX requires ongoing maintenance and upgrades. Hosted phone system services that sit outside Microsoft 365 bring their own license models and update cycles. Both options carry higher cost and complexity.
In contrast, a Teams-native solution like Altigen’s CoreEngage runs entirely within the Microsoft tenant you already manage.
Make the most of what you already own
Every Microsoft 365 tenant contains the foundation for a modern contact center. With CoreEngage, those building blocks are put to work:
- Microsoft Teams provides a familiar interface and supports all voice, video, and text-based conversations. On its own, Teams provides basic queues and call routing. CoreEngage extends this with AI capabilities, advanced queues, routing, reporting, and wallboards.
- CRM integration is flexible. Many organizations use Power Automate to link CRM and back-office systems without middleware. With CoreEngage, you’re not limited to a single approach.
- Power BI delivers dashboards and reporting with live metrics from your contact center.
Instead of paying twice for the same capability, organizations can unlock the full return on their Microsoft investment.
Five areas where the numbers improve
Cost savings are only the starting point. A Teams-native contact center also impacts performance across the board:
- License consolidation: fewer external subscriptions.
- Time per interaction: auto-logging and a single workflow save 2–3 minutes per conversation. Multiply that across queues, and the gain is significant.
- Lower IT workload: no parallel system to maintain.
- Happier customers: faster answers and smoother handovers reduce frustration and churn.
- Happier employees: familiar tools and less manual work, lower stress, cut sick leave, and reduce recruitment costs.
Together, these improvements lift both service quality and financial performance.
Native to Teams, trusted by IT
A solution built in Teams is instantly familiar. Agents log in as usual, supervisors manage queues and dashboards in the Teams admin center, and IT avoids another siloed platform to patch or support.
When Microsoft updates Teams, the contact center moves in lockstep. That lowers operational risk, reduces the cost of staying current and keeps everything in your secure Microsoft ecosystem.
ROI that goes beyond savings
Reducing costs is important, but the bigger return is in productivity and loyalty:
- Agents gain breathing room, which lowers stress and makes them more likely to stay. That means less turnover, lower recruitment costs, and more experienced staff serving customers.
- Customers get faster, clearer answers, which keeps them loyal and reduces churn. Loyal customers stay longer, spend more, and are less costly to service.
- Innovation budgets grow, as the savings free up resources for AI, automation, or proactive service improvements.
- Management gets board-ready data, with live metrics in Power BI.
- Microsoft 365 delivers its full potential, as integrated contact center tools make full use of the licenses already in place.
The outcome is an operation that runs smoother, retains staff and customers, and makes the most of the Microsoft stack you are already paying for.
Ready to stop overpaying?
You’re already paying for your Microsoft 365 licenses. The customers are already calling. A Teams-native contact center lets you serve them better while keeping costs under control.
See it in action:
- Receive pricing based on your requirements
- See how easy it is for agents to use a Teams-native application
