Contact centers are under more pressure than ever: deliver fast, personalized service, keep costs under control, and adapt to change without missing a beat. But when your systems are outdated or scattered across multiple tools, even small improvements can feel like uphill work.
Agents juggle logins. Supervisors wait for reports. IT spends time firefighting instead of innovating.
But there is a smarter way – one that builds on the platform your people already use.
By extending Microsoft Teams with a native contact center, you can modernize without adding another layer of complexity. Routing, analytics, and automation all live inside Teams, giving you enterprise-level capability in a familiar, unified workspace.
The hidden cost of disconnected systems
Legacy contact centers were designed for a world of fixed phone queues and centralized teams, not the dynamic, digital-first environment we operate in today.
The signs are easy to spot:
- Agents waste time switching between tools to find information
- Supervisors rely on outdated or incomplete data
- Even small changes require IT or vendor involvement
- Integrations are fragile, expensive, or hard to maintain
These systems may still “work,” but they slow down your teams and make it harder to deliver the level of service your customers expect.
Why bring your contact center into Teams?
A Teams-native contact center keeps your people connected and your systems unified. With Aura and Luware, you extend the collaboration platform your employees already use, transforming it into a modern, intelligent contact center.
Here’s what makes a Teams-native contact center stand out:
- Drag-and-drop workflow design that lets you build or adjust routing flows visually – no code required.
- Intelligent call routing based on skills, presence, or custom logic to get customers to the right person faster.
- Live and historical analytics available directly in Teams for full visibility across queues and performance.
- Omnichannel engagement across voice, chat, and video so you can meet customers where they are.
- Built-in compliance and security with SOC 2 Type II and ISO 27001 certification, plus 99.99% uptime.
- AI-assisted after-call work (ACW) that reduces wrap-up time and boosts agent productivity.
- Modular flexibility – start small, then scale across departments or regions as you grow.
Because Luware is built within Microsoft 365, everything feels seamless. No context switching, no retraining, no extra integrations.
Before and after: how a Teams-native contact center transforms your business
When you move from legacy tools to a Teams-native contact center with Aura and Luware, the difference is clear.
Navigation and context
- Before: Agents jump between multiple systems to manage a single interaction.
- After: Everything happens inside Microsoft Teams – one interface for calls, chat, and video.
Call routing and escalation
- Before: Static rules make routing slow and inflexible.
- After: Dynamic logic adapts automatically to agent availability and customer priority.
Onboarding and training
- Before: Agents spend days learning disconnected tools.
- After: With Teams as the foundation, training is faster and adoption feels natural.
Supervisor visibility
- Before: Delayed reports make it hard to manage queues in real time.
- After: Live dashboards show agent performance and queue status instantly.
Automation and AI
- Before: Requires separate systems or third-party integrations.
- After: Power Automate and Copilot are built in, simplifying everyday workflows.
CRM and data access
- Before: Agents toggle between systems to find customer info.
- After: CRM and ticket data appear automatically inside Teams during interactions.
Scalability
- Before: Adding new teams or sites means more infrastructure and complexity.
- After: Luware scales easily across departments and geographies with no extra overhead.
This shift isn’t just operational, it transforms how your contact center communicates, collaborates, and responds to change.
Smarter automation and AI that work for you
Automation should simplify work, not add to it.
Because Luware is built inside Microsoft 365, automation is native, not an afterthought. Tools like Power Automate, adaptive cards, and Copilot make it easy to:
- Route calls dynamically based on intent or priority
- Trigger workflows automatically in your business systems
- Summarize conversations and log CRM updates instantly
- Escalate calls dynamically when SLAs are at risk
- Launch surveys or follow-up tasks automatically after interactions
It’s intelligent, practical automation, built into the tools your teams already use.
Why choose Aura
If Luware provides the platform, you might be asking – what does Aura bring?
Aura combines deep expertise with a people-first partnership approach to ensure your transformation delivers value from day one, and continues long after.
- Microsoft and contact center specialists. We’ve been designing and delivering CX and communication solutions for more than 30 years.
- End-to-end partnership. From strategy and migration to optimization, we’re there for every step.
- Seamless integration. We connect Teams, Operator Connect, Direct Routing, compliance, and CRM systems into one cohesive setup.
- Smooth migration. We transition you from legacy systems to Luware with minimal disruption.
- Continuous improvement. We monitor, refine, and evolve your contact center as your business grows.
- User adoption focus. Technology only works when people use it. We help your teams embrace it through training and change management.
With Aura + Luware inside Microsoft Teams, your contact center becomes more than just a service hub. It becomes a connected, data-driven extension of your business.