Ascend Teams Contact Center

Transform your customer engagement and internal collaboration with CallTower's Ascend Teams Contact Center. This all-in-one solution integrates directly into Microsoft Teams, combining advanced communication tools, omnichannel support, and powerful analytics into a single, unified platform. Elevate your customer experience, boost productivity, and streamline operations to drive business success.

Seamless Microsoft Teams Integration

Experience a truly unified communications environment with a contact center solution fully embedded within Microsoft Teams.

Single-App Experience

Eliminate the need for multiple applications or a separate Teams Phone license. Ascend integrates directly into your Teams environment, combining chat, file sharing, and video meetings with advanced contact center features for a seamless workflow.

Unified Communications (UC)

Enhance your business communications with enterprise-grade phone and SMS capabilities. Features like auto attendants, call queuing, and visual voicemail make managing customer interactions effortless.

Built-In Redundancy

Stay connected even if Microsoft Teams experiences an outage. Our UC mobile app provides a reliable backup, ensuring your calls and SMS messages continue without interruption.

Omnichannel Support for Superior Experiences

Meet your customers wherever they are and manage all interactions from one centralized platform.

Unified Interactions: Handle voice, chat, SMS, email, and WhatsApp communications in a single, streamlined interface. This provides a consistent and unified experience for both your customers and your agents.
Intelligent Routing: Direct customers to the most qualified agent based on skill, priority, or availability. This reduces wait times, improves first-call resolution, and ensures every customer connects with the best resource.
Self-Service Options: Empower customers with tools like Interactive Voice Response (IVR) and virtual chat agents. These features allow customers to find answers quickly on their own, improving satisfaction and freeing up your team to handle more complex issues.

Data-Driven Analytics and AI-Powered Insights

Real-Time Dashboards: Monitor agent performance, queue activity, and customer interactions as they happen. Supervisors can address issues immediately, ensuring smooth and efficient operations.
Historical Reporting: Analyze long-term trends and performance metrics to identify opportunities for improvement. Use these insights to optimize workflows, enhance training, and boost customer satisfaction.
AI-Powered Insights: Automate workflows and uncover actionable insights with the power of AI. This allows your team to focus on high-impact tasks, improve decision-making, and operate at peak efficiency.

Enhanced Employee Productivity

Empower your team with tools designed to simplify workflows and increase efficiency.

One App for Everything

Your employees can call, chat, meet, and manage all customer interactions without ever leaving the Teams platform. This reduces app fatigue and keeps them focused on delivering excellent service.

Active Call Handling

Agents can consult with colleagues or bring them directly into customer calls for faster, more accurate resolutions. This ensures your frontline team has the support they need to handle any request.

Searchable Directory

Quickly find the right person for assistance with a directory organized by role. Presence sync shows team member availability, enabling effective collaboration without delays.

Enterprise-Grade Reliability and Security

Ensure your business stays connected and compliant, no matter the circumstances.

Fail-Safe Communication

If Teams goes down, our mobile app ensures your calls and SMS messages are uninterrupted. This guarantees business continuity and protects your customer service from disruption

Proven Reliability

Designed to support multi-site organizations and remote users, Ascend Teams Contact Center delivers consistent, high-quality performance across your entire business.

Archiving & Compliance

Capture and retain critical communications to support quick dispute resolution and meet regulatory requirements. This is especially valuable for industries with strict compliance standards.

Flexible and Customizable to Your Needs

Adapt our platform to meet the unique requirements of your business as it evolves.

Customizable Call Flows

Tailor call routing to ensure customers reach the right agents at the right time, improving both efficiency and the overall customer journey.

Scalable Features

Start with the essential tools you need and easily upgrade to more advanced contact center capabilities as your business grows. Our platform is built to scale with you.

CRM & WFM Integrations

Seamlessly connect with popular systems like Salesforce, Dynamics, and Zendesk to enable personalized customer interactions and streamline workflows between your key business applications.

Ready to Transform Your Customer Experience?

With Ascend Teams Contact Center, you are not just upgrading your communication tools—you are revolutionizing how your business connects with customers and collaborates internally. Simplify operations, deliver exceptional service, and empower your team to succeed.