CRM integration for service calls with Teams

You want to use Microsoft Teams as your phone system for your service numbers and help desks, but you are struggling to integrate your CRM? With Luware Enterprise Routing, your employees will know who is calling before they pick up the phone. Our solution allows you to integrate Salesforce, Dynamics CRM, and many other CRM tools by using Power Automate. Build your CTI or Teams-CRM integration within an hour using standard connectors. No more switching between applications; no more manual clicking – with Luware Enterprise Routing, employees use Teams as their only client to handle calls. They see a 360° customer view and the system can automatically open the customer file in the CRM, track activities, open existing tickets or create new ones.

Only Teams

Employees exclusively use Teams to handle all internal and external calls. A unified dashboard gives them everything at a glance.


By automating processes, and connecting customers to the right service, employees can fully focus on the customer and service quality.

360° customer view

Customer information at a glance empowers the employees to deliver great and competent customer service.

Empower agents and employees with a CRM integration for Teams Voice

Luware Enterprise Routing extends Teams Voice functionality so that you can truly use Teams as your phone system. Among many other features, our solution integrates your CRM with your Teams telephony.

Caller recognition

The caller is automatically recognized by the caller number, allowing employees to prepare for the call.

Caller information

Core customer data is shown directly in Teams. This gives employees an instant overview of the customer.

Service recognition

Employees know which phone number or service line the customer has called, enabling them to answer accordingly, in the right greeting, language, and tonality.

Screen pop-ups for 360° view

The customer file from the CRM can automatically be opened with a screen pop-up when answering a call, allowing for efficient customer service.

Customer-dependent routing

Deliver effective customer service by defining CRM parameters that route the caller to the right service such as the Sales Team Germany, HR Management Hotline, or Open Order Desk.

Verify internal callers

By verifying internal callers’ in your CRM (employee, manager, director) you can connect them with the appropriate service line such as a management advisory.

Auto-create records

Answering a call can automatically trigger creating records in your CRM such as contacts, accounts, or leads. This ensures that all customers are properly set up in your CRM.

Auto-create tickets

Existing tickets for the caller can be opened instantly or a new one can be created automatically. This improves your employees’ efficiency.

Auto-log calls

The incoming call can be logged as an activity in your CRM ensuring that all customer touchpoints are tracked centrally and automatically.

Integrate Teams telephony with any CRM

CTI-integration with Power Automate Connector

You can easily integrate CRMs using standard Power Automate Connectors. Connectors include Dynamics CRM, Salesforce, Pipedrive, and Insightly, with many more to come.

Power Automate connectors

Integrate any other CRM

Your CRM does not have a connector (yet)? With Power Automate you can easily connect our solution with third-party applications through REST APIs. This allows you to integrate Teams with any other CRM, such as Pega, Hubspot, Freshworks, Siebel, or Sugar CRM.

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