Which contact center fits you?
Choose the foundation first, then the platform.
A contact center does more than answer the phone: queues, chat, email and WhatsApp in one place, a link with your CRM, reporting and increasingly AI.
There are roughly three types of platforms. Which one fits depends on where your agents work all day and how large and complex your customer contact is.
From collaboration, from your CRM, or specialised.
Teams or Zoom as the base
A contact center in or next to Teams or Zoom. Agents work in the same environment as their colleagues, and transferring to the back office is easy. Strong for small and mid-sized teams.
More about Unified Communications →Salesforce or Dynamics 365
The contact center sits in your CRM. Agents see the customer, history and open cases on one screen. Strong when your CRM is already the heart of your customer contact.
More about integrations →Genesys, NICE, Five9, Talkdesk
Platforms that only do contact center, for large teams and complex customer contact: smart routing, workforce planning, quality monitoring and AI.
More about contact center and AI →A contact center around Teams or Zoom.
Certified integrations
Microsoft certifies contact centers for Teams. They connect via the telephony layer, as an app in Teams or directly on Teams Phone. Dynamics 365 Contact Center and large players such as Genesys and NICE also integrate with Teams.
More about Teams Phone →Zoom Contact Center
Zoom has its own contact center, linked to Zoom Phone and Zoom Workplace, with voice, video, chat and SMS. Useful if your organisation already works in Zoom.
More about Zoom Phone →A contact center in your CRM.
Salesforce is building the contact center more and more into the CRM itself. Since March 2026 there’s a version with its own telephony, but it’s currently only available in the US and Canada. In the Netherlands you connect Salesforce to a telephony or contact center partner, such as Genesys, NICE or Five9.
Microsoft does the same with Dynamics 365 Contact Center, which can also run on Teams Phone. That way, employees and customer service call through one telephony platform.
When do you choose Genesys, NICE, Five9 or Talkdesk?
- Many agentsDozens to hundreds of agents, spread across locations and teams.
- Smart routingSending customers to the right specialist by language, topic or customer value.
- Planning and qualityWorkforce planning, recordings and quality evaluation in one platform.
- Many channels and AIVoice, chat, email, social and AI agents together, with extensive reporting.
For a small team these platforms are often too big and too expensive. Then a contact center around Teams or Zoom usually fits better.
The checklist as a PDF.
Seven questions to take to your meeting or pass on to a colleague. Enter your name and email address and the PDF opens right away.
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We’ll compare the options side by side.
We look at how your customer contact works today, which systems you already have and what you need. Then we advise independently which platform fits, and we also guide you through implementation and management.