OmniBlue-Whitepaper Microsoft Teams Contact Center Comparison 2023

MICROSOFT TEAMS
CONTACT CENTER
https://omniblue.de
VENDOR COMPARISON
Version 1.0 - MST-CC-00001
(English)
Author: OmniBlue GmbH
Date: 27.06.2023
WHITEPAPER

MS Teams Contact Center – Vendor Comparison
CONTENT
PREAMBLE...........................................................................................................................................1
1. CONTACT CENTER VENDOR FOR MICROSOFT TEAMS................................................................2
1.1 MICROSOFT TEAMS - INTEGRATION MODELS .......................................................................................3
1.2 ANYWHERE 365 - CONTACT CENTER......................................................................................................4
1.3 LUWARE NIMBUS - CONTACT CENTER ...................................................................................................6
1.4 CISCO WEBEX - CONTACT CENTER..........................................................................................................8
1.5 AUDIOCODES VOCA - CONTACT CENTER .........................................................................................10
2. FEATURE-MATRIX .....................................................................................................................12
2.1 AGENT FEATURES...................................................................................................................................12
2.2 SUPERVISOR FEATURES .........................................................................................................................14
2.3 WORKFLOW & QUEUES.........................................................................................................................15
2.4 ROUTING ................................................................................................................................................17
2.5 DISTRIBUTION ........................................................................................................................................18
2.6 CONTEXT.................................................................................................................................................19
2.7 REPORTING & STATISTICS......................................................................................................................20
2.8 ADMINISTRATION ..................................................................................................................................21
2.9 ACTIVE DIRECTORY & SSO .....................................................................................................................22
2.10 SUPPORT & LICENSING..........................................................................................................................23
2.11 ADDITIONAL SERVICES...........................................................................................................................24
2.12 SECURITY & COMPLIANCE.....................................................................................................................25
2.13 INFRASTRUCTURE ..................................................................................................................................26
2.14 ADDITIONAL ...........................................................................................................................................27
3. SUMMARY.................................................................................................................................28

1
PREAMBLE
Contact Center solutions are a standard in many businesses and serve as a central platform to
connect with customers across various communication channels such as telephone, email, live chats,
social media, and other channels. The goal of the Contact Center is to create a positive customer
experience by providing a quick and effective way to answer queries, resolve issues, and process
customer requests. Contact Centers can be operated internally in a company's own data center or
externally in the cloud. There are various technologies that can be deployed in a Contact Center to
simplify and automate interaction with customers, such as intelligent bots (AI bots).
In recent years, the telephony world has experienced a significant shift due to cloud-based services,
as they have greatly changed the way we communicate and work. Cloud-based Contact Center
solutions can be provided over the internet, rather than being limited to physical or virtual hardware
in own data center, thus providing companies with more flexibility.
With the implementation of the "Phone System" in the Microsoft Teams platform, it is now possible
to make calls directly via the Microsoft Teams client. This allows companies to replace and convert
their existing phone systems with this solution.
However, many companies were not yet ready to switch to a Microsoft Teams-based phone system
for good reason, as there were no adequate Contact Center or Attendant Console solutions on the
market. But this has changed with the release of the Microsoft interfaces to the Microsoft 365 cloud,
such as Graph API and Azure Communication Services (ACS). Microsoft now allows certified partners
to develop their own applications that communicate directly with the Microsoft Teams client via the
Graph API or ACS interface and can thus provide fully integrated Contact Center solutions for all
businesses.

2
1. CONTACT CENTER VENDOR FOR MICROSOFT TEAMS
A Microsoft Teams Contact Center solution is a cloud-based solution that is specifically designed for
integration with Microsoft Teams. The solution offers comprehensive features for automating and
controlling calls to ensure that each call is processed quickly and effectively.
There are various vendors of Microsoft Teams Contact Center solutions on the market that are
tailored to the needs and requirements of different businesses.
Some of the most well-known vendors in the German industry are listed here:
Anywhere365
It's a cloud-based solution that offers advanced routing and queue functions,
chatbots, real-time analytics, and integration with various CRM systems. It also has a
customizable dashboard and supports multiple communication channels.
Luware Nimbus
It's also a cloud-based solution that provides various call routing options, automatic
call distribution, and a visual workflow editor. In addition, it offers omnichannel
support for voice, video, chat, and email as well as advanced analytic and reporting
functions.
Webex Contact Center
This Contact Center solution not only provides voice communication but also offers a
wide range of other functions. These include voice dialogue systems, intelligent
distribution functions, as well as voice recording and the integration of voice bots.
AudioCodes VOCA
This solution allows integration with various CRM systems and real-time analysis tools
to ensure comprehensive customer care. In addition, AudioCodes Voca offers a visual
workflow editor that simplifies the creation and customization of workflows.
These providers offer different features, pricing, and support options. OmniBlue assists businesses
in finding a suitable solution that meets their specific requirements.

3
1.1 MICROSOFT TEAMS – INTEGRATION MODELS
Microsoft offers various integration methods to connect systems and applications and to extend
their functionality. They allow seamless integration of Microsoft products with other solutions and
provide developers with the tools to create customized applications and extensions.
The three integration methods of Microsoft are described as follows:
▪ CONNECT
This method of integrating Contact Center solutions into Microsoft Teams is based on the
use of Microsoft Direct Routing and specific parts of the Graph API to exchange presence
information with Microsoft Teams users. A Session Border Controller (SBC) initially routes
incoming calls to the Contact Center and then forwards them either to a dedicated Contact
Center client or to a Contact Center app in the Microsoft Teams client, where the calls are
directly transferred to the Microsoft Teams platform. This integration method supports voice
calls exclusively and does not offer any option for the use of video or screen sharing
functions.
▪ Extend
Contact Center solutions that use the Extend integration method benefit from the full range
of functions of the Graph API. These Contact Center solutions have been specifically
developed for Microsoft Teams and are therefore seamlessly integrated into the platform.
With the Extend integration method, Contact Center solutions can access the entire Azure
ecosystem, including Power Automate, Power BI, and Azure Cognitive Speech Services (ACS).
All Microsoft Teams' functionalities are available, including chat, voice/video, and screen
sharing. In this integration model, the call is processed entirely within the Microsoft Teams
infrastructure, which is relevant for security reasons, reduces delays, and improves voice
quality compared to the Connect integration method.
▪ Power
The Power model does not represent an upgrade from the Connect or Extend integration
methods but offers an alternative approach for integrating Contact Center solutions into
Microsoft Teams. The provider's Contact Center is directly integrated into the Azure
ecosystem and thus has access to Azure Communication Services (ACS). ACS are cloud-based
services that include REST APIs and client SDK libraries, enabling the integration of Microsoft
Teams' communication services directly into an application. Although some APIs of the ACS
platform can already be used, the possibilities are still greatly limited. The ACS APIs for call
control and routing currently offer only a fraction of the functions available compared to the
Microsoft Teams Graph API in the Extend model. Some providers already offer Contact
Center solutions via the Power integration method. However, the full potential of this
method has not yet been fully exploited.

4
1.2 ANYWHERE 365 - CONTACT CENTER
Anywhere365 offers a Contact Center solution specifically designed for integration with Microsoft
Teams. Its key features include skill-based routing, real-time monitoring, integration with CRM
systems, AI-driven chatbots, and call recording. Implementing this solution optimizes contact center
operations and enhances agent efficiency. Additionally, it provides a variety of communication
channels, customizable dashboards, as well as comprehensive reporting and analysis capabilities.
Here is the call flow of the Anywhere365 Contact Center solution presented (Connect integration):
Wolke
Anwhere365
SBC
PSTN
Session Border
Controller
MS Teams BackEnd
MS Teams GraphAPI
Web Agent
Direct Routing
SIP Trunk
Calling...
LGW Routing
Inbound Calls
Outbound Calls
Customer
Agent MS Teams
Desktop Client
Integrations
3 4 7
2
1
8
Salesforce
Power BI
Azure Services
Dynamics 365
ServiceNow
6
MS Teams
Users
9
5
Outgoing
Call...
Incoming
Call...
Dialogue Cloud
SIP Trunk
Multi-Channel Communication
It enables seamless integration of various
communication channels.
Skill-based Routing
It provides advanced skill-based routing to route calls
and messages to the agents.
Realtime Analytics & Reporting
It allows monitoring of operations and provides
opportunities to improve customer satisfaction.
CRM-Integration
It can be seamlessly integrated into CRM systems to
provide agents with access to customer data.
Automatization & AI-Integration
It offers capabilities for automating routine tasks and
integrating artificial intelligence.

5
Anywhere 365 Contact Center bietet verschiedene Vorteile:
▪ Omni-Channel Communication
The Anywhere365 Contact Center supports a variety of communication channels such
as telephony, email, chat, and social media platforms. This allows businesses to
provide their customers with various options and thus ensure a seamless omni-
channel customer experience.
▪ Flexibility and scalability
This Contact Center offers a flexible and scalable solution that can be tailored to the
individual needs and growth opportunities of a company. Businesses can easily expand
the solution and add new features to keep up with evolving requirements.
▪ Skill-based Routing
The Anywhere365 Contact Center features advanced skill management and routing
capabilities that intelligently direct calls and messages to the most suitable agents. This
ensures that customers relate to the right experts to effectively address their
concerns.
▪ Extensive analysis and reporting capabilities
The Anywhere365 Contact Center solution offers powerful analysis and reporting
features that allow businesses to monitor key performance indicators, identify trends,
and make informed decisions to optimize their Contact Centers.
▪ Integration with CRM systems
This Contact Center solution seamlessly integrates with existing CRM systems,
enabling agents to access customer data and history. This integration facilitates
personalized customer service and allows agents to retrieve relevant information
during interactions.
▪ Dialog Management
Anywhere365 enables businesses to create and manage complex dialogs and
workflows. This allows calls or chats to be efficiently routed to the right resources to
handle inquiries quickly and accurately.

6
1.3 LUWARE NIMBUS - CONTACT CENTER
The Luware Nimbus Contact Center for Microsoft Teams is a powerful solution that assists businesses
in seamlessly integrating their customer service and support activities into their Microsoft Teams
environment. By combining the extensive communication features of Microsoft Teams with the
powerful contact center capabilities of Luware, businesses can efficiently manage their customer
service and provide a superior user experience.
Here is the call flow of the Luware Nimbus Contact Center solution presented (Extend integration):
Wolke
PSTN
MS Teams BackEnd
MS Teams GraphAPI
Calling...
Inbound Calls
Outbound Calls
Customer
Agent MS Teams
Desktop Client
Integrations
MS Teams Nativ
Integration
1
4
MS Teams
Users Salesforce
Power BI
Azure Services
Dynamics 365
ServiceNow
Outgoing
Calls...
Incoming
Calls...
Routing
SIP Trunk
Microsoft
Calling Plans
Microsoft
Operator Connect
2a
2b
2c
SBC
Direct Routing
3
5
Native Integration in MS Teams
It offers deep integration into the Microsoft 365 Cloud,
enabling effective utilization of MS Teams.
Comprehensive CRM integration
It enables extensive integration options with other
enterprise systems such as CRM platforms.
Proactive customer service management
Supporting businesses in delivering a first-class
customer experience.
Scalability and flexibility
It offers high scalability and flexibility to meet the
demands of businesses.
Custom voice connectivity
Enables call forwarding through Direct Routing, Calling
Plans, or Operator Connect.

7
Luware Nimbus Contact Center offers various advantages:
▪ Seamless integration with Microsoft Teams
The Luware Nimbus Contact Center is specifically designed for integration with the
Microsoft Teams platform. Companies that already use Teams can seamlessly
integrate their customer service into their existing communication and collaboration
environment.
▪ Scalability and flexibility
This contact center offers a scalable and customizable solution that allows businesses
to adjust their contact center capacities according to growing demands. Companies
can easily expand the contact center and add new features as needed.
▪ Seamless CRM integration
The Luware Nimbus Contact Center allows seamless integration with CRM systems,
enabling agents to access customer data and history. This integration empowers
agents to deliver personalized customer service and retrieve relevant information
during interactions.
▪ Advanced routing and skill management
The Luware Nimbus Contact Center solution features powerful routing capabilities that
intelligently route calls and messages to the most suitable agents. Skill management
functions ensure that customers relate to the appropriate subject matter experts. This
ensures efficient and effective handling of customer interactions, leading to improved
customer satisfaction.
▪ Extensive analysis and reporting features
The Luware Nimbus Contact Center additionally offers extensive analysis and reporting
features that allow businesses to monitor key performance indicators and gain insights
into the operation of their contact centers.
▪ No additional licenses required
To use the agents of the Luware Contact Center solution, no additional Microsoft
Teams Phone Standard license is required. Calls are processed directly within the
Microsoft Teams platform and routed to the appropriate agent queue instead of the
individual agent's phone number.

8
1.4 CISCO WEBEX - CONTACT CENTER
By integrating Cisco Webex Contact Center and Microsoft Teams, companies can leverage the
benefits of both platforms in a unified environment. They combine the strengths of Webex Contact
Center with the advantages of Microsoft Teams to provide a comprehensive solution for
communication and customer service.
Here is the call flow depicted in the Webex Contact Center solution (Connect integration):
Cisco UBE
VPOP
Wolke
PSTN
Cisco Unified
Border Element
MS Teams BackEnd
MS Teams GraphAPI
WebAgent
Direct Routing
SIP Trunk
Calling...
LGW Routing
Inbound Calls
Outbound Calls
Customer
Webex Contact
Center
Agent MS Teams
Desktop Client
Integrations
3 4 7
2
1
8
Salesforce
Power BI
Azure Services
Dynamics 365
ServiceNow
6
MS Teams
Users
9
5
Outgoing
Call...
Incoming
Call...
SIP Trunk
Full Cisco Webex Integration
It seamlessly integrates into the Cisco Webex platform
and is ideal for businesses that are already using Webex.
Skripting & Workflow
It enables the creation of scripts and workflows to
deliver effective customer interactions.
Realtime Analytics & Reporting
It provides real-time monitoring and enables valuable
insights into customer satisfaction.
Easy CRM-Integration
It seamlessly integrates with CRM systems to ensure
effective customer management.
Realtime Queue Monitoring
It supports businesses in tracking the status and
performance of their queues in real-time.

9
Cisco Webex Contact Center offers various advantages:
▪ Advanced collaboration features
The combination of Webex Contact Center and Microsoft Teams opens new
possibilities for collaboration. Employees can share information and files, collaborate
on projects together, and involve experts to effectively handle customer inquiries.
▪ Efficient customer service
The integration allows Contact Center agents to handle customer inquiries directly
within Microsoft Teams. Agents have access to all relevant customer data and can
efficiently manage it, resulting in quick and accurate resolution of requests.
▪ Advanced Routing- and Skill-Management
Cisco Webex Contact Center features advanced routing capabilities that intelligently
route calls and messages to the most suitable agents. Skill management features
ensure that customers relate to experts who have the necessary knowledge and skills
to effectively address their concerns.
▪ Analyse- and Reporting-Features
The Contact Center provides comprehensive analysis and reporting features to
monitor key performance indicators and gain insights into the operation of the contact
center. Companies can track data in real-time and make informed decisions to improve
customer satisfaction and contact center efficiency.
▪ Cisco Ecosystem
The Webex Contact Center solution from Cisco leverages significant advantages from
the extensive infrastructure and solutions within the Cisco ecosystem. Through
seamless integration with other Cisco products and services such as Cisco Unified
Communications Manager (CUCM) and advanced network infrastructure and security
solutions, it enables effective communication and collaboration.
▪ Session-based and user-based licensing
Webex Contact Center offers the flexibility of both session-based and user-based
licenses. Session-based licenses are based on the number of concurrent sessions or
connections, allowing organizations to pay for the actual usage and scalability of their
Contact Center. User-based licenses, on the other hand, are based on the number of
individual users or agents accessing the Contact Center platform. This provides a
straightforward licensing approach for organizations with a stable number of agents.
With the choice between session-based and user-based licenses, Webex Contact
Center enables businesses to select the licensing model that best suits their
operational needs and optimizes their costs.

10
1.5 AUDIOCODES VOCA - CONTACT CENTER
AudioCodes Voca is a powerful communication platform that assists businesses in improving their
customer service and creating an efficient Contact Center environment. Voca comes with a diverse
range of features, including voice-based routing, automatic call distribution, and an advanced IVR
(Interactive Voice Response) function. Businesses can integrate various communication channels
such as telephony, email, and chat to effectively handle customer inquiries.
Here is the call flow of the AudioCodes Voca Contact Center solution presented (Power integration):
Wolke
PSTN
MS Teams BackEnd
Routing
SIP Trunk
Calling...
Inbound Calls
Outbound Calls
Customer
MS Teams
Users
Microsoft
Calling Plans
Microsoft
Operator Connect
MS Teams GraphAPI
2
1
SBC
Direct Routing
3
9 Azure ACS
Integrations
Outgoing
Calls...
Wolke
Zendesk
Power BI
Azure Services
Dynamics 365
ServiceNow
Presence Status
Voca Worker
Application
6
4
WebAgent
Incoming
Calls...
8
AudioCodes
Mediant SBC
5
7
Azure Direct Routing
Direct Routing
Microsoft ACS Integration
AudioCodes SBCs are certified for MS Teams Direct
Routing and can work with Azure Direct Routing.
Comprehensive CRM integration
Enables comprehensive integration with CRM platforms
and other enterprise systems.
Proactive customer service management
Supports businesses in delivering a first-class customer
experience.
Scalability and flexibility
Provides a scalable and flexible solution that meets the
needs of businesses.
Felxible voice connectivity
Companies can route calls through Direct Routing,
Calling Plans, or Operator Connect.

11
AudioCodes Voca offers various advantages:
▪ Cloud and on-premises
The Audiocodes Voca can be used both in the cloud and as an on-premises solution.
Companies have the flexibility to choose the deployment option that best suits their
needs. The cloud variant offers scalability and easy resource allocation, while the on-
premises variant provides control over data and integration into existing network
infrastructures. In both cases, Audiocodes Voca offers reliable voice communication
and a wide range of features.
▪ Session-based licensing
The session-based licensing in AudioCodes VOCA offers a precise, flexible, and real-
time billing solution for voice services. By treating each voice connection as a distinct
session, it allows for accurate tracking of usage and customized pricing. Customers can
monitor their costs in real-time, while service providers can efficiently monetize their
offerings in a scalable manner.
▪ Powerful Analysis and Reporting Features
The AudioCodes Voca solution provides comprehensive analysis and reporting
features that allow companies to monitor key performance indicators and gain insights
into the operation of their contact center. This enables them to make informed
decisions to optimize customer service.
▪ Speech-based Routing and IVR
The AudioCodes contact center solution enables speech-based routing and utilizes an
enhanced Interactive Voice Response (IVR) system. This allows calls to be efficiently
routed to the most suitable agents and enables customers to receive quick answers to
frequently asked questions through self-service features.
▪ No additional licenses required
An additional Microsoft Teams Phone Standard license is not required for the use of
agents in the AudioCodes contact center solution. Calls are processed directly within
the Microsoft Teams platform and directed to the specific queue of each agent, rather
than their individual phone number.

12
2. FEATURE-MATRIX
2.1 AGENT FEATURES
ANYWHERE 365 Luware Nimbus Cisco Webex CC AudioCodes VOCA Description
MS TEAMS CLIENT Teams can be used as the sole client for all calls.
MS TEAMS BASED AGENT DESKTOP
The Agent Desktop can be opened within the Microsoft Teams client, for
example, through a third-party app.
QUEUE INFORMATION OF CURRENT CALLS
Agents can view current queue information, including which service was
called, the caller's number, and caller identification.
OUTGOING CALLS WITH SERVICE NUMBER
Users can make outbound calls using the designated service line phone
number. If the agent is assigned to multiple service lines, they can choose
between the different phone numbers.
AFTER CALL WORK (WRAP UP TIME)
After the call, the agent is allocated a defined time for call wrap-up or
post-call activities.
SWITCH AGENT PROFILE
By switching the agent profile, an agent can, for example, transition from
a regular customer service mode to a supervisor mode.
ASSISTANT (WEB-/DESKTOP CLIENT)
It is a client that can be installed on the agents' computers or accessed
through the web. Agents can easily manage their post-call wrap-up time
and change their service profiles. The assistant can also provide caller
information from a CRM (Customer Relationship Management) system.
SKILL TRANSFER Agents can route calls based on skill groups.
TAKE THE CALL
It is a call transfer feature that allows agents to take over an ongoing call
from another agent. This feature is useful when the agent is unable to
resolve the customer's issue or requires the expertise of another agent.
AUTOMATIC CALL PICK UP
The agents can decide whether to accept the call manually or
automatically.
FORMAL AGENTS & INFORMAL AGENTS
An informal agent differs from a formal agent in that they are
automatically logged into the CC (Contact Center) platform when they
sign into the MS Teams client. In contrast, a formal agent does not have
automatic login into the CC platform. This allows the informal agent to
sign into different CC environments as needed, providing flexibility in
their login options.

13
REASON CODES (WRAP UP CODES)
Roadmap
(currently 3rd
Party)
Reason codes provide supervisors with more insight into the presence of
their agents compared to the standard presence feature in Microsoft
Teams. By using reason codes, agents can define their status, such as "On
Break" or "In Team Meeting," providing more detailed information to
supervisors about their availability and activities.
RONA STATUS
"RONA - Re-Route On No Answer" is an "Away" state that is set by the
agent when they are unable to answer a service task in a timely manner
or when they choose to press the "Ignore" button to reject the call or
call-back task.
BLIND TRANSFER
Agents can directly forward calls without contacting the employee
beforehand.
WARM TRANSFER
In this case, the agent notifies the employee before transferring the call
to them.
AGENT STATE TIMER & CONNECTED TIMER
The agent status timer displays the elapsed time since the agent has been
in the status. If an agent is in a ready state and switches between other
ready states, the timer shows the time spent in the current state as well
as the total time. Once the agent accepts a request, the connected timer
displays the elapsed time since accepting the request.
EXTERNAL CONTACTS
External address books, such as Excel spreadsheets or URL links, can be
added to the agent console for easy access to additional contact
information and resources.
PERSONAL CONTACTS
The agent desktop allows for the addition of manual contacts that are
private and not shared with other agents.
SHARED CONTACTS
Unlike private phone books, contacts entered under "Shared" can be
shared with other agents.
BI-DIRECTIONAL PRESENCE-BASED LOGIC
Roadmap
(currently 3rd
Party)
Agents can enable or disable mute or sound notifications and adjust the
volume using a slider control.
AGENT DESKTOP LAYOUT
Agents can select different layouts and add various widgets according to
their preferences.
CHANGE PROFILE PICTURE Profile pictures can be added or updated by agents.
KEYBOARD SHORTCUTS Agents can use keyboard shortcuts for specific desktop functions.
DARK MODE The default design can be replaced with a dark background layout.
SIGN IN/OUT NOTIFICATION
Agents are automatically notified when a supervisor logs them out from
the agent desktop.
PICKUP CONFERENCE
Offers the advantage that the customer does not have to wait again or
repeat the call to speak with another agent.

14
2.2 SUPERVISOR FEATURES
SUPERVISOR DESKTOP
A supervisor desktop in the contact center enables real-time monitoring
and analysis of agent performance, control over customer conversations,
and efficient workload distribution to enhance customer service.
MICROSOFT TEAMS BASED SUPERVISOR
DESKTOP
The supervisor desktop can be opened within the Microsoft Teams client,
for example, through a third-party app.
MONITORING AGENT DESKTOP STATISTICS
Overview of agent status such as availability status, number of answered
calls, and call duration.
AGENTEN FORWARDING Allows supervisors to set up call forwarding in the agent's account.
EDIT AGENTEN "DESKTOP LAYOUTS"
Administrators can customize the layout of the agent desktop and assign
it to a team.
SERVICE CALL MONITORING
The call monitoring feature allows supervisors to access calls for the
teams they manage and listen to conversations, either through the
corporate network or via a remote dial-in connection.

15
2.3 WORKFLOW & QUEUES
NO CODE WORKFLOW EDITOR
The visual workflow editor allows the creation and customization of
workflows without the need for programming skills, through a visual and
user-friendly interface.
INDIVIDUAL VOICE ANNOUNCEMENTS
(AUDIO FILES)
Team leaders can easily customize announcements and greetings. They
have the option to either upload a voice file or use authentic text-to-
speech technology to generate the desired audio.
INTERACTIVE QUEUE
In the queue, additional announcements and menu options can be
played, for example, to promote offers on the website or to leave a
voicemail.
TEXT-TO-SPEECH
Text-to-Speech technology allows the creation of announcements in a
variety of voices.
MULTILANGUAGE TEXT-TO-SPEECH
Here, texts can be created in multiple languages with different regional
accents corresponding to the respective countries.
HYBRID VOICE RECOGNITION ENGINE
Hybrid speech recognition systems refer to the technology that combines
both automatic speech recognition (ASR) and natural language processing
(NLP) to recognize and interpret human language.
MUSIC ON HOLD Team leaders can select or change custom hold music for their teams.
WORKFLOW TRANSFERS
Transfers can be selected at various points in the workflow, such as based
on customer input/IVR, business hours, or service availability. The
transfer destination can be either a user, a service/team, or an external
number.
CHECK AVAILABLE USERS Here, it is possible to display all available employees or staff members.
CHECK QUEUE POSITION Here, the status of the customer's queue position can be viewed.
QUEUE ESCAPE The customer can switch queues or leave a voicemail here.
AUTOMATED SMS INFORMATION
REQUESTS
Roadmap
By utilizing the integrated SMS gateway, text-to-speech engine, or pre-
recorded announcements, callers can receive automated responses to
general information inquiries such as business hours and navigation
instructions via automated SMS (text message) or voice response.
CALL BACK
With Call-back, the customer can leave their number so that they can be
called back by an available agent during business hours.
QUEUED CALLBACK Roadmap
With Queued Call-back, customers can leave their number and
disconnect the call but remain in the queue. Once the customer reaches
the front of the queue, an agent will call them back.

16
OMNICHANNEL
By supporting text/SMS, social media, chat, email, and call contact
options, customers can connect through the channel (or channels) of
their choice.
VIRTUAL AGENT (CHAT / VOICE)
A virtual agent is available through which customers can obtain
information with the help of chatbots.
CTI INTEGRATION CTI (Computer Telephony Integration) functionalities are supported.
MS TEAMS WEBCLIENT (INTEGRATION)
A web-based integration/connector (Webchat, telephony) is available for
websites or web services such as CRM or ServiceNow, which can be used
without the need to install a browser plugin.
BOT AI (ASSISTANT)
By adding conversations to a bot, the number of unnecessary dialogues
can be reduced. The bot can directly answer the customer's simple
queries, while the more advanced questions can be forwarded to agents
for assistance.

17
2.4 ROUTING
IVR / AUTO ATTENDANT
Team leaders can define what happens for each possible customer input
in the IVR. For each input, they can set up announcements, call routing,
queue settings, distribution types, and transfer destinations.
BUSINESS HOURS ROUTING
Here, the team leader can determine the opening hours (open, closed,
holiday, or vacation days) and specify how the calls should be routed.
PRESENCE BASED ROUTING
The presence status can be used for call routing, for example, when the
service or team member is unavailable, and the call needs to be directly
forwarded to voicemail or another service.
QUEUE SIZED BASED ROUTING
With Queue Size Based Routing, customers can be redirected when the
queue size exceeds a certain volume.
MS TEAMS PRESENCE BASED ROUTING Roadmap The customer call is routed based on the MS Teams (agent) status.
CALLER ID BASED ROUTING
These routing decisions are based on internal and external system
parameters such as caller number, country codes, or any data fields.
SKILL BASED ROUTING
Routing decisions are made based on the skills of the employees and
their respective competency levels, such as their proficiency in a
language or mastery of a particular program.
DISTRIBUTION PRIORITY ROUTING
Scheduled outbound service tasks are placed directly into the desired
queue and forwarded to an available agent. Agents can customize this
process according to their needs, such as setting distribution priorities.
LOWEST PRESENCE HUNT ROUTING
This feature allows the agent to be available in certain cases even if their
presence status is set to "busy" or "offline." For example, in the case of an
emergency call, the agent can still be reached.
GROUP VOICEMAIL FORWARDING
If the hotline is closed or the queue is too long to accommodate new
customers, customers can leave a voicemail. These voicemails can be
automatically sent, for example, to SharePoint.

18
2.5 DISTRIBUTION
LONGEST IDLE
The call is delivered to the employee who has the longest time since their
last service call.
SIMULTANEOUS RING/BOARDCAST
The call is simultaneously delivered to all team members. The call rings
on all agents' devices until someone answers it.
PRESENCE STATUS OF AGENTS
In this case, the call is only assigned to available agents. Team leaders can
additionally determine whether calls should also be delivered to agents
with "Busy" and "Away" status.
INDIVIDUAL CALL PICK UP FROM QUEUE
Agents can accept specific calls from the queue, even if those calls are
not at the first position.
SKILL GROUPS
Skill groups are used to group multiple skills together, such as languages,
support, and product knowledge.
SKILL LEVEL
Agents are assigned skills with corresponding levels, which are then used
in the distribution profiles.
DISTRIBUTION PROFILE
It allows the creation of distribution profiles to determine which agents
the call can be distributed to. The distribution can be based on the
caller's wait time, as defined in the distribution profiles.
SKILL COUNTDOWN
With the Skill Countdown feature, it is possible to decrease the skill value
of agents who are only active for a short period, in seconds increments,
for example, from 100% to 1%. Once the countdown expires, the call can
be automatically forwarded to another skill, the same skill, or the
voicemail.

19
2.6 CONTEXT
CRM - INFORMATION Displaying customer information, for example using Power Automate.
POWER AUTOMATED INTEGRATION
With this feature, CRMs, ticketing tools, and many other applications can
be easily integrated with minimal technical understanding and without
writing a single line of code.
WEBSITE / CRM POPUP
Call information can be used to trigger specific page redirects or initiate
activities in other systems.
INTEGRATIONS AND OPEN APIS
APIs (Application Programming Interfaces) enable easy integration with
other applications to leverage existing systems or services.
CRM INTEGRATIONS
Pre-built connectors are available for integration with several industry-
leading CRM systems such as Salesforce, Zendesk, or Microsoft Dynamics
365.

20
2.7 REPORTING & STATISTICS
ANALYTICS & REPORTING (POWER BI) Using MS Power BI tools, you can create customized dashboards.
PERSONAL AGENT DASBOARD
In the agent dashboard, agents can see all the services they are assigned
to and view their current status.
WALLBOARD
It is a general dashboard that can be shared and includes information
such as incoming calls or presence status.
REAL TIME ANALYTICS REPORTING
It offers detailed reporting and analysis, including overall service
performance, call detail records (CDRs), on-demand playback of caller
inquiries, peak call times, call duration, transfer rates, peak usage of voice
channels, and daily/hourly call statistics.
AGENT ACTIVITY REPORTS In the supervisor dashboard, the activities of all active agents are listed.
QUEUE STATISTICS
It allows monitoring performance, identifying areas for improvement, and
making data-driven decisions to optimize customer experience and agent
productivity.
SERVICE REPORTING (REAL-TIME)
Agents can access real-time reporting for their services, which includes
key performance indicators (KPIs), call volume, and the performance of
each agent within that service.
SCHEDULED PERFORMANCE REPORTS
Here, manually created daily, weekly, or monthly reports can be
automated and viewed.
OPERATIONAL DASHBOARDS
They can be used to monitor operations throughout the day, make
operational changes, or maximize performance and productivity.
CODES
When agents handle calls, they can categorize them using predefined
codes. The data can then be analysed, for example, in a Power BI report.
TAGS / CLASSIFICATION
Agents can add tags to specify the content of the call. Previously used
tags by any agent are suggested to the agents. This data can be analysed,
for example, in a Power BI report. By classifying calls, it is possible to
mark calls during the session, providing the supervisor with additional
information on each category of call classifications.
AGENT RATING / QUALITY MONITORING
To improve the quality of the contact center, a quality monitoring can be
added to the call history.

21
2.8 ADMINISTRATION
MULTI LANGUAGE SUPPORT The user interface is available in multiple languages.
REAL-TIME TRANSLATION
Enables real-time translation of audio files and conversations in other
languages.
AGENT MANAGEMENT IN MS TEAMS
Agents are managed through groups in the Microsoft Teams
Administrator Portal.
ROLE BASED PERMISSIONS Administrators can set the permissions for agents and supervisors.
AGENT ACTIVATE/DEACTIVATE Team leaders can enable and disable agents for services.
INDIVIDUAL WORKFLOWS EDITING
Team leaders can set up, modify, or activate workflows without the need
for IT or administrators' assistance.
EDIT OPENING HOURS
Team leaders can individually set up and modify opening hours for each
service, including holidays and vacation days, without requiring IT or
administrator assistance.
PINCODE ACCESS
To add additional security to a hotline, it is possible to prompt for a PIN
code before the greeting message begins.
REAL-TIME MANAGEMENT
Here, it is possible to make changes to the hotlines at any time without
requiring technical expertise. Call agents can be added, the status of the
hotline can be changed, and the IVR and its texts can be optimized while
agents remain available for customers.
TIMEZONES
It is possible to set the time zone for a specific hotline. This allows for a
platform with different hotlines that can be accessible worldwide while
considering the respective time zones.
WEB MANAGEMENT PORTAL
All administrative settings in the contact center can be made by the
administrator through the Contact Center Portal.
CONTENT MODERATOR
Content moderators are responsible for evaluating user-generated
content that has been reported or discovered by agents or customers. As
part of the individual review process, they assess whether there is a
violation of rules or even a legal violation.

22
2.9 ACTIVE DIRECTORY & SSO
AZURE AD ACCESS
Allows synchronization of corporate contacts through Azure Active
Directory.
ACTIVE DIRECTORY
Allows synchronization of corporate contacts through a location directory
server (LDAP).
EXCEL CSV SUPPORT Allows uploading an Excel file, for example, an external phone book.
SINGLE SIGN-ON (SSO)
The solution simplifies the login and password management for agents
and supervisors, allowing employees to sign in once to access the contact
center functions.

23
2.10 SUPPORT & LICENSING
STANDARD SUPPORT Standard support during business hours.
SLA 24X7 24/7 support is available.
LICENSE MODEL Named license Named license
Named license
Concurrent license
Concurrent license
License models can be billed per user, per service, or per concurrent calls
(simultaneously active calls).
CUSTOMER DASHBOARD
Customer dashboard that includes all customer information such as
contract details, subscription IDs, and billing information.
LICENSE MANAGEMENT DASHBOARD
License management dashboard where customers can view and manage
their licenses, as well as assign licenses to their employees.
MS TEAMS PHONE STANDARD LICENSE
NEEDED FOR ALL AGENTS
Agents require a Microsoft Teams Phone license to receive or make calls.

24
2.11 ADDITIONAL SERVICES
ATTENDANT CONSOLE (MS TEAMS) It is a call center solution for MS Teams.
RECORDING (MS TEAMS) Calls in the contact center can be recorded through this solution.
SPEECH RECOGNITION SOFTWARE
Microsoft Azure
Cognitive Services
Google CCAI
IBM Watson
Microsoft Azure
Cognitive Services
Google CCAI
Microsoft Azure
Cognitive Services
Google CCAI
IBM Watson
Automatically converts spoken language into text, enabling the
transcription of calls and voice messages.
CHATBOT AI
Enables businesses to create and integrate intelligent chatbots into their
communication processes to automate and streamline customer
inquiries.

25
2.12 SECURITY & COMPLIANCE
SECURE STORAGE OF CUSTOMER DATA How and where are customer data stored?
GDPR AND HIPAA COMPLIANT GDPR und HIPAA GDPR GDPR und HIPAA GDPR
GDPR-compliant means that a solution complies with the requirements of
the European Union's General Data Protection Regulation (GDPR) and
ensures the protection of personal data.
HIPAA-compliant means that a solution adheres to the provisions of the
Health Insurance Portability and Accountability Act (HIPAA) in the United
States and ensures the protection of healthcare data.

26
2.13 INFRASTRUCTURE
*Since Microsoft has not yet released all ACS (Advanced Communications Services) features, it may take some time for providers to make this integration method available to their customers.
MS TEAMS INTEGRATION MODELL Connect Model
Extend Model
Power Model*
Connect Model Power Model*
Microsoft has a certification program for contact center solution
providers. There are three models for contact centers that can be
integrated into Microsoft Teams: Connect, Extend, and Power.
CONTACT CENTER TYP Cloud based Cloud based Cloud based
Cloud based & On-
Premises
Contact centers are provided in two variants: cloud-based and on-
premises (deployed in your own data center).
DATA CENTER LOCATION IN GERMANY
Indicates whether the cloud solutions offered by the vendors are hosted
in German data centers.
CALL PROCESSING
Inside Anywhere 365
Cloud
Inside MS Teams
Tenant
Inside Cisco Webex
Cloud
Inside MS Teams
Tenant
Indicates whether the cloud solutions offered by the vendors are hosted
in German data centers.
BUILT IN SMS GATEWAY
With this feature, it is possible to send SMS messages to customers using
an SMS gateway.
INFRASTRUCTURE REQUIREMENTS
SBC and MST Direct
Routing,
SBC and Routing to
Anywhere365 Cloud
SBC and MST Direct
Routing or
Operator Connect or
Calling Plans
SBC and MST Direct
Routing,
CUBE and Routing to
Cisco Webex Cloud
SBC and MST Direct
Routing or
Operator Connect or
Calling Plans
Displays the infrastructure requirements for signalling calls towards MS
Teams.

27
2.14 ADDITIONAL
Note: Please be aware that all features in the contact center comparison may vary over time as vendors continuously develop and enhance their
solutions. Current status - July 2023.
MULTI TENANT SUPPORT
Multi-tenant support allows the contact center platform to support and
manage multiple tenants (customers, organizations) on a single instance.
MAX. REGISTERED AGENTS No limit No limit 10.000 Agents
No limit
(recommended max.
100 Agents)
Specifies the maximum number of agents that can be registered on the
contact center platform.
PRICE
Varies depending on
features and
company size
Varies depending on
features and
company size
Varies depending on
features and
company size
Varies depending on
features and company
size
Displays an overview of the contact center pricing models offered by
providers.

28
3. SUMMARY
The Contact Center solutions presented by OmniBlue for Microsoft Teams each have their own
advantages. It is important to note that the choice between Webex Contact Center, Anywhere365
Contact Center, Luware Nimbus, and AudioCodes Voca depends on the specific requirements and
preferences of a company. Each solution offers unique features and benefits, and a thorough
evaluation of individual business needs can help make the best choice for your company.
Overview:
▪ Anywhere365 offers a variety of tools to enhance the customer experience, including AI
chatbots, voice bots, and personalized IVR systems. The Anywhere365 Contact Center for
Microsoft Teams was one of the first solutions worldwide to be fully certified for Microsoft
users. The platform includes intelligent routing features to increase the chances of customers
reaching the right agent on their first contact.
Anywhere365 is particularly suitable for customers who already have the Anywhere365
Attendant solution in use or are looking for a provider with a proven track record in the
contact center industry. Anywhere365 impresses with its wealth of comprehensive features,
enabling businesses to engage in effective and seamless communication, optimize customer
interactions, promote team collaboration, perform real-time analytics, and ensure high
customer satisfaction.
▪ The Luware Nimbus Contact Center is one of the few Microsoft Teams contact centers
worldwide that is certified with the Extend integration method. It seamlessly integrates with
the Microsoft Teams platform and provides direct access to a variety of Microsoft Teams
features. Users of the Luware application can benefit from intelligent routing tools with skill-
based call distribution. A Power Automate Connector enables additional automation and easy
integration with third-party solutions.
The Luware's Contact Center solution is perfect for businesses looking to perform all their call
routing within their own Microsoft Teams environment and seeking a seamless user
experience through the Microsoft Teams client. Luware stands out among the few providers
that have fully integrated the Contact Center client into the Microsoft Teams client,
eliminating the need for a separate phone client. There is currently hardly a more
straightforward and superior solution available for integrating a Contact Center into Microsoft
Teams.

29
▪ The Webex Contact Center is a solution that can be integrated into the Microsoft Teams
tenant. It enables skill-based routing of incoming calls that can be answered or processed
directly through MS Teams. Webex Contact Center supports virtual Contact Center teams as
well as distributed teams and remote agents. It provides tools for collaboration, training,
performance monitoring, and agent analytics.
Webex Contact Center is an ideal solution for companies that are already using Cisco Unified
Contact Center Enterprise (UCCE) and Microsoft Teams as their phone application and are
looking to leverage the advantages of a top-notch Contact Center. With the Webex Contact
Center, businesses can optimize customer experiences, increase efficiency, and elevate the
quality of their services. By integrating Microsoft Teams with the comprehensive features of
the Webex Contact Center, companies gain a comprehensive and seamless platform to
effectively utilize their Contact Center and communication strategies.
▪ Audiocodes Voca is one of the first vendors in the market to be certified with the Microsoft
Power integration method, enabling seamless integration with Azure Communications
Services (ACS). Businesses can benefit from the extensive features and tools of Audiocodes
Voca and Azure. Audiocodes Voca offers integrations with various applications such as
Microsoft Teams, Dynamics 365, and Power BI to optimize communication, collaboration, and
performance.
Audiocodes VOCA presents an excellent solution for companies that utilize Microsoft Teams
as their primary platform for internal collaboration and communication or have agents who
do not require their own Microsoft Teams client. The agent platform is accessed through a
web application rather than directly through the Microsoft Teams client, eliminating the need
to install the Teams client on the PC. This provides companies with efficient and flexible access
to the features of Audiocodes VOCA without the constraints of installing an additional phone
client. Furthermore, the session-base licenses feature allows for accurate, flexible, and real-
time billing of voice services.
OmniBlue is here to support you in finding the perfect solution that aligns with the specific needs of your
business. Don't hesitate to contact us. We're here to help!

ABOUT US
OmniBlue GmbH was founded in 2020 in Berlin and is a provider of cloud and communication
solutions. We specialize in offering IT solutions that meet the needs of businesses of all sizes. Our
services are known for their flexibility, scalability, and reliability.
WHAT DO WE OFFER?
We offer a wide range of IT services and solutions. Our portfolio includes nationwide phone number
ranges, SIP trunk connections, Microsoft 365 licenses, professional audio announcements, and a
Microsoft Teams telephony integration directly from our OmniBlue Cloud. We also provide Microsoft
Teams-certified IP phones, headsets, conference systems, video systems, and DECT phones to our
customers. Additionally, we offer Microsoft Teams Contact Center solutions.
An essential advantage we offer compared to other providers is our comprehensive service offering.
In addition to our competent and friendly support, we provide professional services such as consulting,
project support, and site migrations. At OmniBlue, there is always a dedicated contact person available
to assist with project planning or system migrations. We understand the importance of personalized
support and strive to ensure a seamless experience for our clients throughout their journey with us.
Thanks to our flat organizational structure and efficient processes, we can be agile and responsive to
current requirements, ensuring we find the best solution for you. We understand that businesses are
constantly evolving, and we are committed to adapting and meeting your needs in a timely manner.
Our streamlined decision-making processes and collaborative approach enable us to quickly address
any challenges or changes that may arise, ensuring your satisfaction and success.
GERMAN-DATA-CENTER OVER 10 YEARS OF EXPERIENCE
CENTRAL LOCATION HIGHEST VENDOR CERTIFICATIONS
STRONG PARTNERS WE ARE GDPR COMPLIANT
Copyright © OmniBlue GmbH 2023
Subject to change without notice. All contents of this document, including texts, photographs, and graphics, are
protected by copyright. The copyright, unless expressly indicated otherwise, is owned by OmniBlue GmbH or its
partners.
+49 30 2202933 00 https://omniblue.de

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