Short answer
Yes. Microsoft Teams Phone stays your dial tone, and Smartz connects over SIP or Direct Routing to add what Teams lacks for a contact centre: skills-based routing, a full dialler suite, messaging channels, QA, voice biometrics and live wallboards. A Teams calling licence is still required.
In detail
What the combination looks like:
- Teams Phone can run on FirstNet Operator Connect or Direct Routing, or on Microsoft Calling Plans.
- Smartz Commz adds the ACD, IVR, queues and outbound diallers, plus SMS, WhatsApp, web chat, email, Telegram and Meta Messenger in the Chatterbox agent desktop.
- Smartz Engage adds audit-grade QA, time and attendance and e-learning for the contact-centre team.
- Smartz Analyz adds near-real-time wallboards, more than 25 dashboards and CSAT, NPS and CES reporting.
Before go-live, FirstNet's Voice Solutions Engineering team confirms the Direct Routing or SIP path into Smartz and tests the Teams integration end to end. Your Global Admin grants Microsoft Graph consent during onboarding where Teams is in scope.
Teams Phone, the Smartz Suite and add-ons such as Apex BI Clarity call analytics or compliance recording can all sit on one FirstNet contract, with one escalation path.
Source: FirstNet Contact Centre service page →
Didn’t answer your question?