Microsoft Teams Certified Contact Centre Face-Off: Five Live Demos - Five Minutes Each

Five Microsoft Teams-certified contact centre solutions go head-to-head, each with five minutes to demo their platform live. No slides, no sales pitches: one tight five-minute timer per vendor, back to back, with the chat open for questions.

If you are choosing a contact centre for Microsoft Teams, this is the quickest way to see AudioCodes Voca CIC, CC4Teams, CentrePal, Landis Contact Center and Luware Nimbus side by side. All five are on Microsoft's certified contact centre list, and most now support the newer Unify integration model (Teams Phone extensibility on Azure Communication Services) alongside the established Extend model.

The line-up

🔘 Jon Zoltie, Contact Center Subject Matter Expert at AudioCodes, demos Voca CIC with a live AI receptionist, post-call summarisation, and CRM integration. Book a demo

🔘 Cees de Jong, CEO at ContactCenter4ALL, showcases CC4Teams with AI agent call handling, multi-channel support, and no-code configuration. Book a demo

🔘 Sajeewa Nissanka, Head of Product at CentrePal, demonstrates the CentrePal Contact Centre platform's live agent assist, automated workflows, and conversational intelligence with quality management. Book a demo

🔘 Preston Martin, Account Executive at Landis Technologies, introduces Landis CRM in CX for Landis Contact Center with native Microsoft Teams integration and no-code CRM connectivity. Book a demo

🔘 John Wright, Account Executive at Luware, demos Luware Nimbus with virtual user call routing, CRM screen pops, and a drag-and-drop workflow builder. Book a demo

📺 Watch on demand to see all five platforms in action and compare solutions side by side.

AudioCodes Voca CIC: live AI receptionist to agent, then straight into the CRM

• Jon went first and "took the gloves off early": AudioCodes has done Microsoft voice since OCS in 2007 and estimates around 12 million of the 26 million Teams Phone users run on its infrastructure. Two Unify-model certifications were on screen, including Microsoft Teams Voice Agents, which Jon says Voca is currently the only vendor to hold.
• A genuinely live call into the Voca AI Receptionist. The caller asked whether it could be hosted in Switzerland (yes, Switzerland North and West) and what 300 agents would cost (quotes come from the team, but the AI is a fixed price with no tokens or minutes), then was transferred with the full context so nothing had to be repeated.
• Jon answered in the web-based Voca Worker App: AudioCodes' own UI with Teams Phone underneath via Teams Phone extensibility. The same call could land in the native Teams worker app or the standard Teams client.
• A wrap-up code at the end of the call triggered Agent Insights: a customisable AI summary of the conversation pushed into Dynamics 365 with one click.
• Voca runs fully managed in more than 12 Azure regions, or privately in the customer's or partner's own Azure, with a local survivable backup option. There is a 30-day free trial.

CC4Teams: meet Alex, the AI agent, and see how he is configured

• CC4Teams brings voice, email, WhatsApp and web chat into one screen inside Microsoft Teams, with more than ten years in the Microsoft contact centre ecosystem. It is certified for both Extend and Unify.
• Cees dialled the help desk live. An intent-based front door routed the call to support, where "Alex", an AI agent, picked up. Alex switched from German to English on request, answered a question about support opening hours from its knowledge documents, and correctly described that afternoon's Empowering.Cloud webinar.
• Cees was greeted by name because the number was matched in Salesforce. CC4Teams integrates with Salesforce, Dynamics 365, HubSpot and others, and can both read and update CRM records from the conversation.
• The admin walkthrough showed how Alex is built in a few steps: name, language and voice; a personality prompt written the way you would brief a human agent; uploaded knowledge documents with the option to restrict answers to those documents only; then assignment to a queue alongside human agents (AI agents are starred so they are always identifiable).
• AI agent conversations are recorded and reported alongside human agents, so governance is the same for both.

CentrePal: turning a conversation into action, during the call

• CentrePal is a customer engagement workspace for Microsoft Teams, built in Australia, and was the first platform certified under the Microsoft Unify model in 2025.
• Sajeewa's scenario was a faulty coffee machine. The voice AI passed the call context to the operator, who could see the product details, previous interactions and a live transcript from the first second.
• CentrePal Live Agent Assist surfaced contextual knowledge, supervisor guidance (a known sensor issue and the temporary fix) and suggested next steps, including a warranty-check workflow.
• The workflow form was pre-filled from the transcript, then handed to an AI agent or connected service (a Copilot Studio or Foundry agent, an API, or an MCP action) with the result returned into the same workspace while the operator stayed on the call. Warranty confirmed, service request raised, details sent, all without leaving Teams.
• After the call, CentrePal's conversational intelligence showed the outcome (partially resolved, sensor still needs replacing), the caller's mood, an unanswered question and suggested notes and follow-ups to write back to the CRM. Quality management scored the call (91) with criteria linked to evidence in the transcript and practical coaching feedback; supervisors see aggregated trends across the team.

Landis Contact Center: who you buy from matters, plus the new Landis CRM in CX

• Preston opened on the company rather than the product: development and support are long-term in-house teams, Landis is privately owned and led by founder Matt Landis with 30 years in the Microsoft space, and the roadmap is driven by customer feedback rather than a venture capital exit.
• Demo one (recorded) showed an AI chat bot, grounded in a knowledge base, handling a web chat (the same flow works for SMS and WhatsApp) and escalating cleanly to an available human agent with the full history passed across. Everything is native to Teams: no app switching.
• Supervisors get analytics and reports after the fact, plus live options: if sentiment drops, the supervisor is alerted, can watch the live transcript and step in. That applies to voice and chat, and to human or AI-handled interactions.
• Demo two introduced the new Landis CRM in CX: a direct, no-code connection to Salesforce, Dynamics 365, HubSpot and others (no dependency on Power Apps licensing) that presents exactly the customer data you choose before the agent joins the interaction, including recent calls and tickets, and lets agents edit CRM records in place.
• Landis' view is that the contact centre is becoming the centre of the customer journey: bring the context to the agent where the interaction happens rather than sending them to another application. A free trial and proof of concept are available.

Luware Nimbus: Extend and Unify in one platform, in Teams or in the CRM

• Nimbus is certified on both Extend and Unify, and you can mix the two: some departments handle calls as native Teams calls with the Nimbus app alongside, others handle them inside their CRM or ticketing system via the embedded Luware NimbusOne client, all managed from the same admin portal.
• John called his "insurance company" live with a flooded house. A Luware Nimbus Virtual User recognised the urgency, collected a postcode and customer ID, and escalated.
• The Extend-model call arrived as a native Teams call with the call path, the customer's CRM record, the details collected by the virtual user and a handover note already on screen, plus a screen pop of the customer's contact page in the browser.
• A second call was delivered on Unify into the NimbusOne CTI inside Salesforce: accept, park, transfer, add participants, see who is available, and access history and contacts, with the same functionality as the Teams-native path.
• In the admin portal: low-code instructions for the Virtual User with CRM and ticketing integrations for context, a drag-and-drop workflow builder (web request to the CRM, then the virtual user, then a priority bump before the queue), workflow templates and bulk edit, custom live dashboards and a Power BI template. There is a 30-day free trial.

What did we learn from the five?

The question was simple: if you only have five minutes to talk about your solution, what do you pick? That made the choices themselves revealing.

• AI was in every single pitch. Some of it was AI assisting the agent (live guidance, summaries, coaching, quality scoring), some of it was AI answering the call outright (AI receptionists, AI agents, virtual users). Every vendor showed a bot handing off to a human with context so the caller does not repeat themselves.
• CRM integration is where the approaches differ most. Voca, CC4Teams, CentrePal and Landis bring CRM context into the agent's Teams experience; Luware also showed the contact centre running inside Salesforce, and Landis argued the contact centre itself is becoming the centre of the customer journey.
• Unify is now mainstream. Four of the five talked about Unify (Teams Phone extensibility) certification, and several run Extend and Unify side by side.
• Live demos beat slides. Four of the five put a real call through on air, with the AI handling off-script questions (Swiss data residency, pricing, "what is today's webinar about?").

Jon's AI receptionist also offered three questions to ask any vendor, which are worth keeping regardless of who you talk to: is the AI a fixed price or metered? How long has the platform been in production on the Unify model with real customers? Is the voice agent Microsoft certified?

What's next

This was a new format for Empowering.Cloud and we will be doing more of these friendly face-offs. A devices edition is already in the works. If you watched live or on demand, tell us whether the format is useful and whether we should put the same set of questions to every vendor next time.

Keep an eye on the Empowering.Cloud events calendar for upcoming sessions, and reach out to any of the five teams above for a full demo.