6 Alternatives to Microsoft call center software

These are the best alternatives to the Microsoft call center software:

1. RingCentral
2. Zoom Phone
3. Aircall
4. Vonage Contact Center
5. Bright Pattern (para Microsoft Teams)
6. BONUS: Harmonix – the smart add-on for any platform

While Harmonix isn’t a call center software itself, it’s the key integration that transforms any platform into a truly intelligent and automated solution.

• Installs directly into your CRM (Microsoft Dynamics, Salesforce, SAP…)
• Integrates calls, WhatsApp, email, SMS, video calls, and more
• Automates interaction logging and follow-ups
• Uses AI to generate summaries, insights, and next steps

Harmonix doesn’t compete with the solutions mentioned above, it enhances them.

With Harmonix, you turn any call center into a fully automated sales and support platform, centralizing all channels and maximizing productivity.

When a business aims to improve its customer service, using Microsoft’s call center software can be a game-changer. These solutions combine voice, video calls, and automation to streamline interaction management.

However, not all businesses have the same needs. It’s essential to evaluate the options available and choose the one that best fits your interaction volume and industry.

In this article, we’ll explain what call center software is, what Microsoft offers, and what innovative alternatives can take your customer management to the next level.

What is Call Center Software and How Does it Work in Microsoft?

Call center software is a tool that allows companies to efficiently manage communications with their customers.

It facilitates receiving and making calls, tracking interactions, and integrating with other business systems, improving the customer experience and operational efficiency.

Importance of Having an Integrated Solution in the Microsoft Ecosystem

Integrating call center software within the Microsoft ecosystem offers multiple benefits.

It allows centralized communication management, facilitates internal collaboration, and ensures a seamless experience by leveraging familiar tools such as Microsoft Teams and Dynamics 365.

Microsoft Solutions for Call Centers

Microsoft Teams as a Tool for Call Management

Microsoft Teams has established itself as a comprehensive platform for business communication, offering essential features for call management.

• Voice and Video Calls: Allows making and receiving high-quality voice and video calls, facilitating internal and external communication.
• PBX Features: Offers advanced PBX features like call forwarding, queues, and voicemail, eliminating the need for traditional PBX systems.
• Integration with Traditional Telephony Systems: Integrates with existing telephony systems, allowing for a gradual transition and leveraging prior infrastructure investments.

Benefits of Business Collaboration in Customer Service: The integration of Teams with other Microsoft tools facilitates collaboration between teams, improving query resolution and customer satisfaction.

Dynamics 365 Contact Center: The Advanced Solution with AI

Dynamics 365 Contact Center is Microsoft's advanced proposal for contact center management, incorporating artificial intelligence to optimize customer service.

• AI and Automation in Customer Service: Uses AI to automate repetitive tasks, offer quick responses, and analyze sentiments, improving efficiency and customer experience.
• CRM Integration for a Personalized User Experience: By integrating with Dynamics 365 CRM, it allows access to customer histories and preferences, personalizing each interaction and fostering stronger relationships.
• Data Analysis and Strategic Decision-Making: Provides real-time analytics tools, offering valuable insights for strategic decision-making and continuous process improvement.

In summary, Microsoft’s call center solutions integrate communication, collaboration, and artificial intelligence, offering robust tools to improve customer service and operational efficiency.

5 Benefits of Using Microsoft for Call Center Management

1. Omnichannel and Seamless Communication: Microsoft solutions enable interaction with customers across multiple channels, ensuring a consistent and uninterrupted experience.
2. Smart Automation with AI: The integration of AI in Microsoft platforms facilitates automation of repetitive tasks, freeing up time for agents to focus on more complex interactions.
3. Native Integration with Microsoft Dynamics 365: Direct connection to Dynamics 365 gives agents a complete view of the customer's history and needs, improving personalization and effectiveness in every interaction.
4. Greater Security and Compliance: Microsoft solutions comply with stringent security standards and regulations, protecting sensitive customer information and ensuring trust in every interaction.
5. Scalability for Businesses of All Sizes: Microsoft platforms adapt to the growth needs of any organization, allowing the addition or modification of functionalities as necessary.

And What If You’re Not Committed to Microsoft? 5 Specialized Alternatives in the Market

Although Microsoft solutions like Teams Phone or Dynamics 365 Contact Center are comprehensive, not all businesses operate within the Microsoft ecosystem.

Some need more flexibility, specific approaches, or faster implementation. These market alternatives stand out for their focus on VoIP calls, omnichannel integration, CRM integration, and customization capabilities:

1. RingCentral

One of the most established platforms in the enterprise VoIP space. RingCentral offers a cloud-based unified communications system, ideal for medium and large businesses.

Strengths:

• Calls, video conferencing, messaging, and fax from a single platform.
• Advanced features like IVR, call queues, call recording, and transcription.
• Integrations with Salesforce, Zendesk, Microsoft 365, Google Workspace, and more.
• Scalable to grow with your business, without changing providers.

Best For: Distributed companies or those with global operations seeking a robust, multichannel solution.

2. Zoom Phone

Perfect for organizations already within the Zoom ecosystem. This VoIP solution integrates seamlessly with Zoom Meetings and allows you to add telephony smoothly.

Strengths:

• HD-quality VoIP calls and integrated video calls.
• Call recording, smart routing, and visual voicemail.
• Compatible with IP phones and softphones.
• Easy to implement for hybrid or remote teams.

Best For: Companies already using Zoom and looking to centralize communications in one tool.

3. Aircall

A modern, simple solution, especially designed for sales and support teams. Aircall is 100% cloud-based, easy to implement, and has a very intuitive interface.

Strengths:

• Native integration with CRMs like HubSpot, Salesforce, and Pipedrive.
• Smart routing, call tagging, and built-in analytics.
• Ideal for sales teams needing real-time visibility.

Best For: Startups, SMEs, and agencies seeking speed, flexibility, and a results-focused approach.

4. Vonage Contact Center

An advanced, highly customizable platform, especially useful for businesses with complex processes or non-standard support workflows.

Strengths:

• Open APIs for building customized customer service experiences.
• Deep integration with Salesforce and other business systems.
• Automation of call flows and business-specific workflows.
• Advanced analytics and recording tools.

Best For: Large enterprises or businesses with specialized support models that require technical flexibility.

5. Bright Pattern (for Microsoft Teams)

A powerful extension for those already using Microsoft Teams but needing omnichannel capabilities. Bright Pattern integrates multiple communication channels into a single interface for the agent.

Strengths:

• Manage calls, emails, chats, social media, and messages from one view.
• AI-based routing and real-time sentiment analysis.
• Works over Microsoft Teams, enhancing its call center functionality.
• Integration with CRMs and collaborative tools.

Best For: Companies using Teams but looking to take their contact center to the next level with real omnichannel capabilities.

And What If You Need Something More Powerful, Flexible, and Omnichannel?

Here’s where Harmonix comes in: the integration that powers up your call center.

Although Harmonix is not a Microsoft call center software, it goes far beyond.

Harmonix doesn’t replace Microsoft or other platforms; it integrates with them to transform any CRM or communication system into an intelligent, automated, and fully omnichannel platform.

What is Harmonix?

Harmonix is an advanced communication management system that centralizes all customer interactions: calls, WhatsApp, email, video calls, and more.

Its AI allows automation of tasks, generates summaries, and enriches CRM data to increase productivity for sales and customer service teams.‍

CRM Integration:‍

Compatible with Salesforce, Microsoft Dynamics, SAP, and custom systems. Automatically records all interactions without manual input.

Productivity and Speed for Sales Agents:

Automates repetitive tasks so agents can focus on selling. Suggests intelligent follow-ups based on each interaction's context.

Analyzes team performance and facilitates continuous improvement of sales strategies.

Compliance with Data Protection Regulations (GDPR):‍

Secure storage in compliance with European data protection regulations. Monitoring and auditing of interactions to ensure compliance.

Omnichannel: Unifying All Communication Channels:‍

Integrates calls, emails, WhatsApp, LinkedIn, and video conferences into a single platform. Provides a unified context for each customer, improving personalized service. Reduces response times and boosts customer satisfaction.

Harmonix not only optimizes communication but also makes CRM a more powerful and automated tool, helping businesses improve efficiency and profitability.

Frequently Asked Questions (FAQs)

What is the best Microsoft solution for call centers?

Microsoft offers various solutions for call center management, but Dynamics 365 Contact Center stands out for its integration with AI, customization capability, and native connection to the Microsoft ecosystem. It allows managing calls, chats, and emails from a single platform, optimizing customer service.

What advantages does Dynamics 365 Contact Center offer in customer service?

Dynamics 365 Contact Center enhances the customer experience with intelligent automation, real-time data analysis, and collaboration tools. Its integration with Microsoft Teams allows agents to access relevant information and resolve queries more efficiently.

Can Microsoft Teams integrate with other call center platforms?

Yes, Microsoft Teams can be integrated with third-party solutions like Bright Pattern or traditional telephony systems. This extends its functionality, adding advanced analytics tools and improving both internal and external communication within the call center.

How does AI help in automating customer service?

AI helps automate responses, analyze customer sentiment, and provide real-time recommendations to agents. It also manages frequently asked queries via chatbots and virtual assistants, reducing wait times and improving operational efficiency.

What benefits does an omnichannel solution offer in a call center?

An omnichannel platform allows managing calls, emails, chats, and social media from a single location, providing a seamless experience for the customer. This improves agent efficiency, reduces response times, and enables more precise tracking of each interaction.