Contact Center. Customers who feel well looked after come back.
A contact center is more than a waiting queue with music. It is the place where your customers decide whether to trust your company or not. Long waiting times, wrong transfers, agents who have to hear the same case explained for the third time, these are not minor inconveniences, they are moments where customer relationships get damaged. weSystems implements and operates contact center solutions based on voca and samwin, both deeply integrated in Microsoft Teams and designed for organisations that want to take their customer service to a different level.
Customer service today happens across many channels simultaneously.
Your customers call, write emails, use the live chat on your website, send messages via WhatsApp or reach out through social media. Anyone operating these channels separately loses the overview, forces customers to repeat themselves and makes the work of agents unnecessarily difficult.
A modern cloud contact center consolidates all channels into a single interface. Agents see the complete interaction history regardless of the channel. Skill-based routing ensures requests go to the agent best placed to handle them. IVR menus and chatbots handle simple requests automatically. And supervisors see in real time on wallboards how the team is performing, where bottlenecks exist and where immediate intervention is needed.
weSystems implements contact center solutions based on voca and samwin. Both platforms are natively built for Microsoft Teams, use Teams as the communication channel for agents and supervisors, and integrate deeply with CRM, ERP and ticketing systems.
We handle the implementation, the call flow configuration, the integration into your existing systems and, on request, ongoing operations as well.
Two platforms. One clear recommendation for your company use case.
AudioCodes voca
voca is a cloud-based contact center solution built entirely on Microsoft Azure and Microsoft Teams. No additional infrastructure, no separate client application. Agents and supervisors work directly in Teams. voca is particularly suitable for organisations already using Microsoft 365 who want to integrate their contact center seamlessly into that environment. Its strengths lie in straightforward administration, deep Teams integration and fast deployment.
samwin
samwin is a powerful contact center and attendant console solution that stands out for its high flexibility and extensive customisation options. samwin is particularly suitable for organisations with complex call flows, specific requirements for the agent interface or the need for deep integration with proprietary CRM or ERP systems. Through open APIs and custom scripts, almost any requirement can be mapped.
What a professional contact center changes for your business.
Omnichannel from a single interface
Phone, email, chat, WhatsApp, social media, all in one agent interface. No channels operated separately. No information getting lost. Customers do not have to repeat themselves.
Skill-based routing
Requests reach the right agent, not just the next available one. Skill-based routing considers language skills, expertise and availability, ensuring every request is handled by someone who can genuinely handle it.
Microsoft Teams integration
Agents and supervisors work directly in Microsoft Teams. No additional client, no second login. Presence status, calendar and internal communication are directly available and used for smart routing decisions.
Real-time monitoring and wallboards
Supervisors see in real time how many calls are in the queue, how long customers are waiting, which agents are available and where bottlenecks exist. Intervene before SLAs are breached.
CRM, ERP and Ticketing integration
Open APIs and pre-built connectors link the contact center with Salesforce, Microsoft Dynamics, ServiceNow, Zendesk and other systems. Agents see customer data directly during the call without switching between systems.
Call recording and quality assurance
GDPR-compliant call recording with evaluation functions for training, compliance and quality assurance. Live monitoring allows supervisors to intervene immediately or coach agents when needed.
IVR and intelligent automation
Automatic call menus, speech recognition, chatbots and automatic ticket assignments reduce the volume of manual interactions. Simple requests are handled automatically, complex ones routed to the right agent.
When your contact center is running, we are not done yet.
A contact center is not a project you implement once and then forget. Call flows change, new channels are added, integrations need to be adjusted, new agents need to be onboarded. Anyone handling that alone quickly realises that the real effort begins after go-live.
weSystems takes over not just the implementation but, on request, ongoing operations as well. We maintain call flows, adjust IVR menus, manage integrations and are available as a point of contact when requirements change. No ticket system that first needs to understand what the issue is about, but people who know your contact center because they configured it themselves.
And because we also operate the entire telephony infrastructure alongside the contact center, meaning SIP trunks, SBCs and Microsoft Teams, there is no discussion between different service providers about who is responsible when problems arise. Everything from a single source.
Related Services
Direct Routing for Teams
voca and samwin use Microsoft Teams as their communication channel. We configure and operate the Direct Routing infrastructure that connects your contact center to the public telephone network.
Global SIP Trunking
For contact centers with international phone numbers and global reachability, we provide SIP Trunks in over 55 countries with own SBC infrastructure in EMEA, USA and APAC.
Voice Migration
You are migrating from an existing contact center to voca or samwin? We accompany the entire migration process from the analysis of existing call flows through to go-live.
Frequently asked questions
What is a cloud contact center?
A cloud contact center is a fully cloud-based platform through which organisations manage their customer communications centrally, via phone, email, chat, WhatsApp or social media. It replaces classic on-premises phone systems and enables modern, location-independent customer interaction.
Which contact center platforms does weSystems use?
We implement and operate contact center solutions based on voca and samwin. Both platforms are natively built for Microsoft Teams and differ in flexibility, complexity and integration options. We advise you on which platform better fits your requirements.
What is the difference between voca and samwin?
voca is a cloud-based contact center solution built entirely on Microsoft Azure and Teams, known for straightforward administration and fast deployment. samwin offers more flexibility and customisation options for complex call flows and specific integration requirements. We recommend the right solution after analysing your requirements.
Which channels does the cloud contact center support?
Telephony, email, web chat, SMS, WhatsApp, Facebook Messenger and social media, all centrally in one agent interface. New channels can be added at any time.
Is the cloud contact center integrable with Microsoft Teams?
Yes, both voca and samwin are natively built for Microsoft Teams. Agents and supervisors work directly in Teams, and presence status and internal communication are used for smart routing decisions.
Is the cloud contact center GDPR-compliant?
Yes. All customer data is processed in German data centers, stored encrypted and fully logged. weSystems is certified to ISO 27001:2022.
How is the cloud contact center integrated into existing systems?
Through open APIs and standardised interfaces the solution can be seamlessly connected to CRM, ERP, helpdesk or ticketing systems such as Salesforce, Microsoft Dynamics or Zendesk.
What reporting functions does the cloud contact center offer?
Real-time reporting with live dashboards, wallboards, KPIs, call evaluations, SLA tracking and agent statistics. Supervisors always see how the team is performing and where bottlenecks exist.
Does weSystems also take over ongoing operations of the contact center?
Yes. We operate contact center solutions as a managed service, maintain call flows, adjust IVR menus, manage integrations and are available as a point of contact when requirements change.
How long does implementing a contact center solution take?
Setup takes a few days to several weeks depending on team size, degree of integration and communication channels. We plan realistically and communicate transparently throughout every step.