Every boardroom is under pressure to control costs while customer demand keeps rising. The challenge is balancing efficiency with service quality without making life harder for exmployees. The opportunity is that most of the tools you need are already inside Microsoft 365.
By bringing them together in a Teams native contact center, organisations can reduce duplicate spend, simplify operations, and give agents more time to focus on customers.
Where costs quietly add up
Contact center projects are notoriously unpredictable. What starts as a clear plan often expands in practice: licences for each new user, integration work that takes longer than expected, or separate contracts for add-ons like CRM screen pop, WhatsApp connectors, or wallboards. Each item looks small in isolation, but together they consume budget and tie up IT resources.
Legacy systems add another drain. Some organisations still run an on-premise PBX that requires ongoing maintenance and upgrades. Others have switched to third-party SaaS contact centers that sit outside Microsoft 365 and bring their own licence models and update cycles. Both options carry higher cost and complexity.
In contrast, a Teams-native solution like ROGER365.io runs entirely within the Microsoft tenant you already manage.
Fragmented toolsets create the third hidden cost. A typical contact center may use one system for routing calls, another for ticketing, and a third for reporting. Agents jump between tabs, and IT must support multiple platforms, integrations, and contracts. With ROGER365.io, queues, records, and reporting live in one place, inside Teams.
The result of overlapping licences, parallel platforms, and tool sprawl is rising cost and unpredictable invoices. Predictable budgeting becomes harder to achieve.
Make the most of what you already own
Every Microsoft 365 tenant contains the foundation for a modern contact center. With ROGER365.io, those building blocks are put to work:
- Teams provides a familiar interface and supports all voice, video, and text-based conversations. On its own, Teams covers only basic queues and call routing. ROGER365.io extends this with advanced queues, routing, reporting, and wallboards.
- CRM integration is flexible. Many organisations use Power Automate to link CRM and back-office systems without middleware. With ROGER365.io, you are not limited to a single approach, integrations can also be built using Logic Apps, PowerShell, or other techniques, depending on your environment.
- Power BI delivers dashboards and reporting with live metrics from your contact center.
Instead of paying twice for the same capability, organisations can unlock the full return on their Microsoft investment.
Clear pricing, no hidden extras
With queue-based pricing, finance teams know exactly what to expect each month. Five queues means five predictable lines on the invoice. No discussions around concurrent or named users. Especially named user models are a big cost driver when working with a flexible workforce, and ROGER365.io avoids that complexity.
ROGER365.io is delivered as a SaaS application that runs in Microsoft Teams. It is both Microsoft 365 certified and Teams Contact Center certified, which means it conforms to the strict security, compliance, and governance standards defined by Microsoft.
And the typical add-ons disappear:
- No integration fee for CRM screen pop
- No upgrade charge when Microsoft updates an API
- No separate licence for analytics (for customers with a Power BI-enabled Microsoft 365 subscription)
One platform. One predictable invoice.
Five areas where the numbers improve
Cost savings are only the starting point. A Teams-native contact center also impacts performance across the board:
- Licence consolidation: fewer external subscriptions.
- Time per interaction: auto-logging and a single workflow save 2–3 minutes per conversation. Multiply that across queues, and the gain is significant.
- Lower IT workload: no parallel system to maintain.
- Happier customers: faster answers and smoother handovers reduce frustration and churn.
- Happier employees: familiar tools and less manual work lower stress, cut sick leave, and reduce recruitment costs.
Together, these improvements lift both service quality and financial performance.
Native to Teams, trusted by IT
A solution built in Teams feels instantly familiar. Agents log in as usual, supervisors manage queues and dashboards in the Teams admin center, and IT avoids another siloed platform to patch or support.
When Microsoft updates Teams, the contact center moves in lockstep. That lowers operational risk and reduces the cost of staying current.
ROI that goes beyond savings
Reducing cost is important, but the bigger return is in productivity and loyalty:
- Agents gain breathing room, which lowers stress and makes them more likely to stay. That means less turnover, lower recruitment costs, and more experienced staff serving customers.
- Customers get faster, clearer answers, which keeps them loyal and reduces churn. Loyal customers stay longer, spend more, and are less costly to serve.
- Innovation budgets grow, as licence savings free resources for AI, automation, or proactive service improvements.
- Management gets board-ready data, with live metrics in Power BI.
- Microsoft 365 finally delivers on its promise, as integrated contact center tools make full use of the licences already in place.
The outcome is an operation that runs smoother, retains staff and customers, and makes the most of the Microsoft stack you are already paying for.
Ready to stop double spending?
Your Microsoft 365 licences are already paid. The customers are already calling. A Teams-native contact center lets you serve them better while keeping costs under control.
See it in action:
- Book a demo to explore queues, reporting, and the agent view.
- **Start a trial** to experience the difference in your own tenant.
- Talk to us about your roadmap and requirements.
Turn existing investment into measurable results without paying twice.
Register for webinar
Download whitepaper
Thank you for your interest in our whitepaper
