Tendfor has launched version 3.20 for customer conversations in Microsoft Teams, bringing contact centre and reception work into a single Teams-based environment.
The release also introduces a redesigned Microsoft Teams app and web client, targeting organisations that are using Teams more heavily for customer engagement across roles and locations.
Tendfor, part of AnywhereNow, said the new version is intended to give organisations more oversight of customer interactions as operations grow. The software is designed to help attendants, agents, and supervisors work within the same setup, with handovers between teams managed inside Microsoft Teams.
That focus reflects a broader shift among companies that have adopted Teams as a default workplace tool and are now trying to manage customer contact in the same system. In that context, the challenge is less about adding channels and more about keeping service operations consistent as work moves between reception desks, contact centres, and specialist staff.
Operational changes
Version 3.20 includes changes to live service handling, particularly when calls move between attendants and contact centre agents. The release supports consultation during calls, allowing staff to bring in second-line expertise when needed.
The update also adds more flexibility in call recording, including on-demand recording and caller consent features for organisations that need to manage quality and compliance requirements while keeping conversations moving.
Another element of the release is tighter alignment with Microsoft 365. Automatic role and skill assignment through Teams membership is designed to reduce manual administration and keep operational structures up to date as teams change.
Built-in monitoring has also been added to give teams more visibility into system behaviour and help them identify and resolve issues more quickly.
AI oversight
Artificial intelligence features are a central part of the release. AI-driven evaluation now includes sentiment analysis and transcription, giving managers a more standardised view of interaction quality.
The addition reflects the growing use of AI in workplace software for review and oversight, not just automation. In customer operations, these tools are increasingly used to assess call handling, provide records of interactions, and support supervision across larger groups of staff.
"Tendfor is a strong fit for organisations looking to maximise the value of their Microsoft Teams investment across contact centre and reception services," said Radek Zalewski, Product Manager at Tendfor, part of AnywhereNow.
"With Tendfor 3.20, customers benefit from more advanced interaction handling, powered by AI-driven evaluation and oversight that integrates seamlessly into the Microsoft 365 environment they already rely on," Zalewski said.
Workspace redesign
A significant part of the update is an overhaul of the user interface. The new experience fully replaces the legacy Microsoft Teams app and is intended to give staff a more consistent workspace across the Teams app and web client.
The updated interface includes shortcuts intended to reduce effort in routine tasks. It also adds third-party calling so agents can bring in other experts during customer interactions.
The release also includes changes to visibility tools for frontline staff. Agents and receptionists will be able to use an enhanced Outlook calendar view, along with comments, personal Teams notes, and presence status, to get a clearer picture of colleague availability when directing or transferring conversations.
These features underline Tendfor's attempt to position its software as part of day-to-day workflow management inside Microsoft's collaboration software, rather than as a separate customer service system running alongside it.
AnywhereNow describes itself as a supplier of customer experience software built for the Microsoft Teams ecosystem. Alongside Tendfor, its portfolio includes Dialogueue Cloud Neo for dialogue management and virtual agents within Teams, and Deepdesk for AI-based interaction insight.
The latest Tendfor release centres on a practical question facing many organisations using Microsoft software for both internal collaboration and external communications: how to keep customer conversations visible, controlled, and consistent when multiple teams handle them inside the same digital workspace.