Cloud Contact Center 101
A Cloud Contact Center is a modern customer service operation running on the cloud. It supports Voice + Chat + Messaging in a single architecture. The system manages queues, routing, and quality (QA), while recording conversations as digital evidence for audit and dispute handling. It fits organizations that want to improve customer experience without large upfront infrastructure investment.
The key difference in the omnichannel era is that interactions are no longer isolated “inbound calls”. Every touchpoint becomes a continuous Customer Timeline—whether it comes from phone, Web Chat, LINE, WhatsApp, Microsoft Teams, or social messaging. This ensures service teams, compliance, and data/CX teams use the same source of truth to make decisions.
Vasvox Positioning: From “Contact Center” to Truth Infrastructure
Vasvox helps contact centers become both “revenue-generating” and “audit-ready”— with compliance-grade recording + omni-channel evidence + AI-driven analytics and policy-aware QA. Every conversation becomes both a customer experience and verifiable evidence.
Implementation Layer: This page highlights Tendfor Cloud Contact Center on Microsoft Teams as the core platform, integrated with ASC Recording Insights / ASC Neo to deliver a Full Customer Timeline.
Vasvox chooses Tendfor as the native Cloud Contact Center platform on Microsoft Teams, and acts as the Architecture Owner for enterprise deployments—covering omnichannel routing, compliance-grade recording, evidence chain, and AI analytics enablement.
What you get from Vasvox is not just installation—it is an end-to-end architecture: PBX/voice integration, contact center metadata model, policy/retention design, and a unified data foundation for QA, compliance, audit, and insight in one system.
From inbound calls → to an omnichannel communication hub
combining routing, recording, analytics, and compliance
in one Microsoft Teams-based architecture
Runs natively on Microsoft Teams, reducing add-on complexity and aligning contact center + internal collaboration on one platform.
Leverage existing Microsoft 365 and Azure investments to build a trusted UC + CC foundation—without duplicative spend.
Supports inbound/outbound, IVR, automation, reporting, and business integrations—within a single platform.
Design flows with a low-code visual designer and connect internal systems via API/Webhooks with ease.
Scale agents and traffic as your business grows—built for enterprise and multi-region operations.
Choose subscription (OPEX) or CAPEX-style licensing based on policy, with implementation services sized to your project.
Reduce context switching and improve response time by unifying channels in a single experience.
Unify customer info, contact history, reporting, and CRM context so agents can act faster and smarter.
Built to support security and regulatory frameworks (PCI, HIPAA, GDPR, PDPA), with direct integration to Vasvox compliance recording.
A Cloud Contact Center is a cloud-based service platform that supports both voice and non-voice communication in one architecture. It can unify phone, Web Chat, LINE, WhatsApp, Microsoft Teams, and social messaging—while automating routing and recording every interaction as digital evidence.
Vasvox’s key advantage is Omni-Channel Evidence—connecting routing + recording + metadata + analytics to support QA/coaching, disputes, and regulatory audits under PDPA/GDPR.
A pay-as-you-grow model allows instant scaling of agents, can reduce TCO by 30–50%, and enables deployments in days—supporting remote/hybrid operations with enterprise-grade security.
Most importantly, everything is unified into a single pane of glass. Whether it’s a call, chat, or message from LINE/WhatsApp/Teams, the platform consolidates it into one timeline with customer context, handover reasons, outcomes, and supporting evidence. Service teams “see the full picture before responding”, compliance teams “audit instantly”, and executives “measure what matters”— evolving from a basic call intake to a data-driven, transparent operations hub.
Many platforms focus on routing only—without designing customer journey and compliance from the start. This often separates routing and recording across different systems, fragmenting context and evidence.
Tendfor functions as both the omnichannel routing engine and a source of truth for interaction metadata (queue/skill/agent/reason/campaign/SLA state), ensuring every interaction becomes a single, coherent event.
When combined with ASC Recording Insights and ASC Neo, organizations get a Full Customer Timeline ready for compliance, quality monitoring, and business analytics.
Tendfor + ASC Recording Insights + ASC Neo transforms a contact center from “a call intake point” into an enterprise communications evidence & compliance hub.
Tendfor for Microsoft Teams
Tendfor turns Microsoft Teams into an enterprise-grade contact center by building on existing investments—not replacing everything.
Tendfor on a Vasvox architecture is designed to solve real operational problems in customer service and sales— with routing + CRM + Teams console, connected to evidence across every channel.
Pain: Multi-channel work creates unstable queues, uneven workloads, and hard-to-track SLAs.
Opportunity: Communications Routing Effectiveness—route by skill and real-time load to improve speed and transparency.
Result: Reduced wait time, higher FCR, and immediate enablement for QA/coaching.
Pain: Too many screens, incomplete customer context, and inconsistent interaction logging.
Opportunity: CRM Productivity—work with Dynamics 365 / Salesforce / ServiceNow / Teams in one view, with fewer clicks.
Result: Better data quality, faster deal cycles, and an auditable timeline for every interaction.
Pain: Transfers, appointments, and status follow-ups spread across systems—risking mistakes and lost context.
Opportunity: A Teams-based Operator Console—queues, transfer, alerts, and presence in one place.
Result: Teams becomes the real UC + CC hub with continuous context.
Vasvox’s differentiation is connecting routing + recording + metadata + analytics so every interaction becomes Omni-Channel Evidence—ready for QA, disputes, and PDPA/GDPR requirements.
Maximize Microsoft 365 + existing voice infrastructure—add advanced contact center capabilities without rebuilding everything.
Native on Microsoft Teams—use your existing Microsoft 365 licenses immediately.
Supports SIP trunk / SBC / legacy PBX—ideal for hybrid transition to reduce risk and avoid rip-and-replace.
Design call flows/IVR/business rules via drag-and-drop—operations teams can adjust without heavy development.
Supports complex flows, business hours/holidays, skill-based routing, and real-time decision rules.
Bring CRM context into the agent view and reduce duplicate data entry.
Use REST API/Webhooks to automatically update tickets/cases/history.
Forecast traffic, schedule shifts, and track SLA performance in real time.
See agent productivity in one view and balance quality with cost more precisely.
Customers no longer communicate via voice only. Channels include LINE, WhatsApp, Web Chat, Teams Chat, and social messaging. Without evidence-by-design, records become fragmented across systems.
Vasvox Chat Recording & Messaging Compliance works with Tendfor and ASC Recording Insights/ASC Neo to unify voice + messages into a single evidence chain.
For organizations that need a contact center that is both “revenue-ready” and “audit-ready”— Tendfor + Chat Recording + Compliance Recording is the core of Truth Infrastructure.
Tendfor Cloud Contact Center runs on Microsoft Azure and integrates with enterprise data systems such as SQL, SharePoint, or data platforms inside the customer’s Azure tenant. This makes deploying a Teams-based contact center close to plug-and-play, with secure portals and role-based administration.
For data security, customers retain control of data stored in their own Azure tenant, protected by Azure security controls such as encryption, access governance, audit logging, and integration with enterprise security tooling.
Tendfor also leverages Azure multi-region capabilities for resilience and business continuity, supporting high availability and disaster recovery patterns—reducing the risk of contact center downtime.
Upgrade conversation QA from sampling a small percentage of calls to automated checks across 100% of contact center interactions. AI can validate greetings, PDPA notices, customer verification, script adherence, and detect mis-selling behavior.
The solution can integrate directly with Tendfor Cloud Contact Center to help supervisors and compliance teams reduce manual workload, surface risks and improvement opportunities near real time, and keep auditable evidence for review.
Conversation Quality & ComplianceFAQ
Frequently asked questions about cloud contact centers, omnichannel, Tendfor, and Vasvox’s compliance-ready architecture.