As a leading contact centre solution provider, CMC Synergy designs, deploys, and manages omnichannel contact centre platforms natively integrated with Microsoft Teams and Microsoft 365.
Tailored contact centre solutions combining intelligent call routing, CRM integrations, real-time analytics, and AI assistance for teams from 5 to 500+ agents.
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CMC Synergy operates as an experienced contact centre solution provider, delivering complete contact centre services tailored to organisations of all sizes—from small operational desks to multi-seat enterprise contact centres.
We manage the full project lifecycle, taking responsibility for initial consultation, scoping, platform configuration, CRM integration, testing, user training, deployment, and ongoing technical support. Our role as a managed contact centre provider ensures your organization gains a robust, scalable system that adapts to your operational requirements.
Assessing call volume, agent numbers, communication channels, and workflow requirements.
Building call routing, IVR menus, queue logic, and connecting CRM and telephony systems.
Rigorous testing of inbound/outbound flows, recording compliance, and seamless data migration.
Comprehensive onboarding for agents and supervisors operating within Microsoft Teams.
Dedicated support arrangements, SLA response, and continuous service optimization.
Our contact centre technology operates natively within Microsoft Teams, integrating seamlessly into your organisation’s wider Microsoft 365 environment. This allows agents and supervisors to work inside the familiar Teams interface with single sign-on, centralized user management, and enterprise governance.
Support your Teams contact centre with reliable business internet connectivity for your agents and voice traffic.
Calculated from agent workflows and CRM screen pop integrations
Achieved through AI call summaries, transcription, and instant agent assist
Measured across omnichannel routing and consistent agent experiences
Our omnichannel contact centre software unifies customer communication channels into a single, consistent agent workspace, ensuring interactions across voice, email, and chat are routed efficiently.
Inbound and outbound voice management operating natively within Microsoft Teams with intelligent queue handling.
Centralized queueing and distribution of customer email enquiries with consistent tracking and response targets.
Manage website live chat directly from agent dashboards, switching seamlessly between chat and voice calls.
Deliver smooth call handling for inbound customer service and proactive outbound contact operations with advanced management tools.
Gain visibility into team performance and empower supervisors with real-time analytics, historical reporting, and AI-assisted agent support.
Live dashboards displaying queue volumes, call wait times, agent availability, and response metrics.
Real-time call transcription, sentiment analysis, and automated call summaries to reduce wrap-up times.
Supervisor assist, whisper coaching, historical analytics, and performance scorecards to optimize service.
CMC Synergy delivers comprehensive contact centre solutions by integrating telephony, business CRM systems, secure recording, and mobile endpoints.
Connecting contact centre workflows directly to customer relationship management (CRM) platforms for automatic customer lookup, pop-up records, and automated activity logging.
We integrate underlying Cloud Telephony & VoIP providers and softphone platforms such as Acrobits to support mobile telephony and softphone extensions alongside native Teams clients, unifying your telephony strategy.
Configuring secure call recording, retention policies, and data storage compliant with industry security requirements, backed by CMC Synergy's ongoing technical support arrangements and service availability.
For support across your wider IT environment, see our business IT support and cyber security services.
Contact our team to discuss how our contact centre solutions for Microsoft Teams can support your inbound, outbound, and omnichannel requirements.