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The Compact Contact Center – Native in Microsoft Teams

Get the most out of your customer communications. Easy Calling is the intuitive contact center solution for professional call management in real time – no complexity, ready to use right away.

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Easy Calling – Microsoft Teams Telephony Becomes a Professional Contact Center

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Standard telephony in Teams quickly reaches its limits when it comes to professional customer service. A lack of overview of queues and a lack of flexibility in agent control cost time and customer satisfaction.

Easy Calling transforms your Microsoft Teams into a powerful contact center. We offer you the features you need for excellent service: full transparency across all channels, intelligent agent control, caller recognition, and deep data insights. All in a familiar interface.

Real-Time Monitoring – Anytime, Anywhere

Maintain complete control over your calls. View waiting, ongoing, and missed calls instantly in a smart real-time dashboard. Voicemails are also clearly displayed and can be listened to with a single click.

The solution works seamlessly as an integrated Teams app or directly in your web browser – completely independent of the operating system or device you are using. Whether you are at the office on your PC, working from home on your laptop, or on the go with your tablet, you always have full access to all contact center functions without any additional installations or hardware hurdles.

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Real-time monitoring in Easy Calling, live overview of all incoming, missed, and answered calls, including voicemails

Intelligent Caller Recognition (Identification)

Build customer relationships: By integrating third-party sources, your team can immediately recognize who is calling and personalize customer service. Integrate customer data from CRM or ERP systems to identify your customers. Never again wonder who is behind the incoming number.

Automatic detection works for phone numbers that are integrated into your Microsoft Teams telephony. For unknown or non-integrated numbers, only the incoming phone number is displayed.

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Instant caller Recognition through integration of third-party sources in Easy Calling for Microsoft Teams

Call History up to 6 Months

Optimize your customer service based on facts. The 6-month history provides analyses and export options for management. Export the call history to a CSV file and keep track of everything with ease (including filter and grouping functions). Statistical data and visualizations of call results and call duration are available in the PDF export.

Data-driven insights with call history in Easy Calling – analyze calls in Microsoft Teams

Flexible Agent Management

Maximize team efficiency: Your agents control their availability with a click (opt-in/opt-out) – ideal for modern, flexible support structures. And if you want to keep control as the person in charge, you can do so conveniently from a central location. This ensures that your team is always optimally positioned and ready for action!

Flexible agent management (opt-in/opt-out) in Easy Calling for Microsoft Teams telephony

Smart Escalation Management

Guaranteed availability through intelligent routing: Define precise rules for timeouts and overflows. If no agent answers in time, automatic forwarding to alternative queues or voicemails ensures that no customer is left hanging.

Escalation to a separate overflow queue (with limited functions) is an additional feature of Easy Calling and can be purchased for CHF/EUR 10.00 per month.

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Smart escalation management in Easy Calling for Microsoft Teams

On-Call and Standby Duty

Coordinate your on-call service with ease directly in Microsoft Teams. Easy Calling enables forwarding to multiple external numbers, including acknowledgment. This ensures that emergency calls are guaranteed to be answered. Set up your team optimally, even during off-peak hours and for emergencies – flexible planning and immediately ready for action.

The additional “On-Call” feature can be purchased for CHF/Euro 30.00 per month in addition to the standard features.

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Configuration Center

Central control for maximum flexibility in the configuration center (Easy Platform).

In the Configuration Center (Easy Platform), you can define the logic of your contact center as an administrator or queue manager. Independently and agilely, without relying on external IT resources:

 

  • Central queue management: Maintain administrative control over all service lines and flexibly assign logic and capacities
  • Individual call logic: Design call flows according to your needs – store your own announcement texts, hold music, or define specific voicemail scenarios
  • Escalation & overflow routing: Set precise rules for timeouts. Determine exactly what happens when no agent answers (e.g., automatic forwarding to alternative queues)
  • On-call & resource planning: Coordinate on-call services directly in the center to ensure your team’s availability even outside core hours
  • Smart webhooks: Connect Easy Calling to your IT landscape. Set up triggers at the start or end of a call to automatically transfer data to third-party systems
  • Workflow integration: Seamless connection to MS Planner, Microsoft To-Do, emails, and contacts. Enable the creation of tasks/contacts and the sending of emails directly from Microsoft Teams
Central control for maximum flexibility in the configuration center

Our Easy Calling Feature Overview

We have clearly presented all Easy Calling features in different categories. Click through the table and find out what Easy Calling can do:

Features
Basic Plan
Requires Add-on
Call Management (Inbound/Outbound)
Queue display

Real-time view of people currently waiting for all agents

Intelligent caller identification

Instant caller identification through integration of third-party sources

Call handling and forwarding

Easy acceptance and direct transfer of calls to colleagues or voicemail

Direct dialing from the app

Initiating calls directly from Easy Calling (outbound)

Agents Opt-In/Opt-Out

Agents can independently log in or out of queues with a single click

Follow-up on calls

Structured follow-up of calls directly in the tool using quick actions and email templates

Answering machine

Automatic notification and delivery of voicemails in call history

Evaluation & Analysis (Reporting)
Real-time dashboard

Live overview of waiting, ongoing, accepted, and missed calls

Call history (CSV Export)

Export of call data initiated via Easy Calling for external evaluation and quality management (6 months)

Statistics (PDF Export)

Statistical data and visualization of call results (missed and answered calls) and call duration

Integration
Microsoft Teams Native

Full integration into the Teams environment (app & telephony)

Third-party system connection

Link to CRM or ERP systems for caller identification

Workflow Integration

Seamless integration with MS Planner, Microsoft To-Do, and email

Multi-platform

Via Teams app or web browser, independent of end devices and operating systems

Administration & Configuration
Queue management

Administrative authority over the logic and allocation of the various service lines

Central agent management

Managers can centrally log agents in or out of queues (control team capacity)

Custom call logic

Configure call flows according to your own requirements in the configuration center (timeout, announcement texts, voicemail, music on hold)

Escalation management and overflow

Define rules for what happens if no agent answers within the defined time (e.g., forwarding to an alternative queue or voicemail).

Escalation to additional queue

Separate overflow queue with limited functions at an affordable price

Additional function “Escalation”

On Call Duty

Targeted planning and control of agents, escalation to multiple external numbers, and acknowledgment

Additional function “On-Call”

Webhooks

Easy setup and management of webhook URLs (triggers) at the start and/or end of a call

Configuration Center

Central web portal (Easy Platform) for all administration

For more information about the individual functions in Easy Calling, please refer to the user manual.

Try Easy Calling for Free for 30 Days

Easy Calling is currently available in one version (Basic). The “On-call” and “Escalation” extensions can be purchased as additional functions to the Basic version.

Subscribe and get started right away

Get Easy Calling directly from our website and pay using all major payment methods.

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Get it from Microsoft Appsource

  • No one-time & suppport fee of 1500.- CHF/EURO
  • Monthly termination, higher monthly fees
  • Payment via credit card or Azure subscription, FX subject to availability
Easy Calling auf Appsource

Become a partner?

Would you like to distribute our products as a partner or IT reseller? Then get in touch with us.

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More information & FAQs

You can find the installation manual, useful tips, and FAQs on technical issues here:

Information & Support
Are all calls, including missed calls and voicemails, available in real time?

Yes, that’s correct. All calls – whether ongoing, answered, missed, or voicemails – can be displayed directly in the Easy Calling solution for each call queue. An agent, provided they are a member of another call queue (e.g., a second location), can also handle multiple call queues and will see them all in the overview.

How does the Easy Calling trial version work

After purchase, you will receive an email with installation instructions. Tenant activation takes place immediately. You can configure Easy Calling independently in just a few steps. However, you will need a Global Admin for your tenant to complete the installation. The first 30 days are always a trial period, meaning billing only starts after 30 days.During this time, you can cancel at any time free of charge.

Is there a minimum contract term?

The minimum contract term is 12 months (after the expiration of the 30-day trial period).

How can Easy Calling be purchased?

You have several options for purchasing Easy Calling.

The Basic version is available directly through our website or via Microsoft AppSource. The first 30 days are a trial period, meaning billing only starts after 30 days.

During the 30-day trial period, you can cancel at any time. Note: You will need a Global Admin for the setup.

Is caller identification only possible with Easy Calling?

Caller identification can be achieved with Easy Directory , with your CRM (optional), Search.ch for Switzerland as well as by using shared mailboxes that will be populated by our product “contact sync”.

Are the features also available for outgoing calls?

Yes, the above features are available for incoming and outgoing calls.

Is integration with a Customer Relationship Management (CRM) system possible?

Currently, CRM integration is not yet directly possible, but it is available to customers as a customization option. Please feel free to contact us.

Is direct call forwarding possible?

Yes, Easy Calling allows you to directly forward callers who are on hold. In general, you can use the standard features of the Teams app, but you also have the option to forward calls directly within Easy Calling.

What is the availability of the solution?

The solution runs in Microsoft data centers in Switzerland as the primary location. However, there is a backup site that automatically takes over in case of an outage in Switzerland. This backup is located in a Microsoft data center in Western Europe.

We are here for you

We are happy to provide you with further information. You have two options for getting in touch with us.

Arrange a free consultation

Book an appointment in Microsoft Teams for a free and non-binding initial consultation.

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Our products for Microsoft Teams

Below you will find all our products for Microsoft Teams.

All products

Making calls without the Teams app

With Easy Mobile Connect you can make calls directly on your iPhone or Android device without the Teams app! Use your Teams number like a mobile number on your cell phone!

Easy Mobile Connect
Easy Mobile Connect

Caller identification for Microsoft Teams

The Easy Lookup solution enables automatic caller identification for teams telephony (PSTN) calls.

Easy Lookup
Easy Lookup

Efficient contact management in Microsoft Teams

With Easy Directory, you have all your business contacts in Microsoft Teams under control – whether from Outlook, shared mailboxes, Microsoft Entra ID or even from ERP and CRM systems

Easy Directory
Easy Directory

Handling calls easier and faster

Easy Console for Microsoft Teams allows you to quickly answer and manage calls – including information for your team!

Easy Console
Easy Console

Book a free initial consultation

Book a Microsoft Teams meeting appointment with Christoph Schoch. After booking, you will receive an appointment invitation. There you will find a link for the Teams meeting. Of course you can also send us an e-mail or call us directly.

  • Phone CH: +41 44 666 50 50
  • Phone DE: +49 7431 893 99 60
  • E-Mail: info@twincapfirst.ch
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Support

If you have any questions, please use our Help Centre and/or open a ticket for your request.

Help Center