Architecture Overview

This architecture overview describes the design and operational flow of the Heedify Cloud CX solution, which integrates Microsoft Teams, Azure Communication Services (ACS) and enterprise CRM platforms to deliver a seamless customer call management experience.

This diagram illustrates the integrated architecture of Heedify Cloud CX for customer call management, highlighting core components.

Call Ingress

Incoming calls enter the system via Direct Routing, Operator Connect, or Calling Plan. These calls are then seamlessly routed either to a Microsoft Teams Resource Account or to an Azure Communication Services (ACS) endpoint via Event Grid notifications. This setup enables agents to efficiently manage calls using the Heedify Agent Console applications, supporting both regular Teams calls and ACS-based customer interactions.

Heedify Core Services

The Heedify Core Services consist of multiple backend microservices that collectively power the comprehensive call and chat management and agent experience. These core services include:

  • Queueing Service: Efficiently manages call queues, prioritization, and wait times. Supports queue fallback, agent fallback, and hunt strategies to ensure calls are answered. Enforces SLAs to meet response time targets.

  • Call Engine: Handles call control including connection setup, greeting, and intelligent routing. Manages automated menus and customer inputs to direct calls. Implements advanced rules such as skills, priority, and time-based routing. Configures and enforces business hours, holidays, and exceptions for call handling.

  • Chat Engine: Provides Teams and Whatsapp integrated chat capabilities alongside voice interactions.

  • Presence Service: Tracks agent availability and presence status in real-time for accurate routing using Microsoft Graph API.

  • Authentication Service: Manages user authentication, authorization, and security across the platform.

  • Monitoring and Logging: Continuously monitors system health, collects usage metrics, logs events, and supports auditing and troubleshooting.

Heedify End-User apps

Heedify offers three types of end-user applications to provide flexible access to its contact center and call management functionalities:

  • Web-Based Agent Console: A browser-based app that provides the full suite of Heedify features, including advanced queue management and real-time monitoring.

  • Desktop App: A standalone application that combines the robustness of a native client with comprehensive call center features. It supports deep integration with system resources like audio devices and provides a rich user experience optimized for desktop environments.

  • Teams Native App: Fully embedded inside Microsoft Teams, this app delivers a seamless and familiar experience for agents and receptionists.

Real-Time Processing and Insights

Heedify provides powerful wallboard and reporting capabilities to enhance contact center visibility and performance management:

  • Wallboard: A real-time dashboard showing key metrics such as active calls, queue status, agent availability, wait times, and SLA adherence, enabling quick operational decisions and proactive management.

  • Reporting: Integrated with Microsoft Power BI, Heedify delivers historical and reports covering KPIs like call volumes, average handle times, abandonment rates, agent performance, and customer satisfaction, supporting data-driven improvements.

Together, wallboards and reports empower teams to maintain high service levels, optimize resource allocation, and improve the overall customer experience.

Workflow Automation

Heedify connects with enterprise CRM and ITSM platforms (Hubspot, Salesforce, ServiceNow…) by syncing call data and utilizing Third-Party Platforms information to assist the agent and automate post-call workflows (updating items, pushing transcriptions and summary…).