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Microsoft Teams Voice & NiCE Call Centre

Connect every conversation. Improve experience. Unlock insight.

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> challenges organisations face

Fragmented Voice & Workflows Slow Communication & Limit Insight

Many organisations still operate a patchwork of legacy voice platforms and standalone point solutions. This fragmented and unmanaged architecture creates friction for users, restricts visibility across conversations, and makes the introduction of AI and automation unnecessarily difficult.

Unified Voice & Contact Centre with Microsoft Teams & NiCE CXone

Lexel is New Zealand’s leading Microsoft Teams voice specialist, delivering enterprise‑grade design, implementation, and support for organisations adopting Teams Voice at scale. Teams Voice provides a deeply integrated calling experience within Microsoft Teams, simplifying enterprise telephony while enabling the introduction of embedded AI capabilities across everyday communications.

For contact centre, Lexel partners with NiCE CXone, the global leader in cloud contact centre and AI platforms. NiCE CXone unifies voice with digital channels including chat, email, and data, layering advanced AI — such as conversational AI — across every interaction to deliver consistent, insight‑driven customer and agent experiences for enterprise organisations.

Contact our specialists

> Business Outcomes We Deliver

Fully Featured,
Modern Voice

Integrated
AI

Secure &
Scalable

> Lexel Powered Solutions

From strategy and assessment through to design, deployment, and ongoing support, Lexel delivers end‑to‑end voice and contact centre services tailored to your environment and business goals.
Assessments

A focused engagement that reviews your current voice or call centre solution, identifies risks, and provides clear recommendations.    

Microsoft Teams Calling

Providing design, configuration, and ongoing support, Lexel is an expert in Microsoft Teams Calling, including Direct Routing and voice gateways.

NiCE CXone Contact Centre 
Providing design, configuration, and support, Lexel is an expert in NiCE CXone implementation and managed services. NiCE CXone includes integrated AI across voice, chat, email, and digital channels to deliver modern, insight‑driven customer experiences.  
Legacy Platform Support 

Ongoing support for existing Skype for Business, Session Border Controllers (SBCs), and Enghouse contact centre platforms. We keep critical legacy systems stable, supported, and secure—giving you confidence today while you plan your transition to modern voice and contact centre solutions.

Unifying Voice, Contact Centre & AI for the Modern Enterprise.

> Lexel Powered Solutions

Why NZ Business Choose Lexel for Microsoft Teams & NiCE Call Centre

The NZ Experts in Microsoft Teams Voice

Lexel has been New Zealand’s undisputed expert in Microsoft voice solutions since the introduction of Microsoft Lync (later rebranded to Skype for Business and now Microsoft Teams). Our proven capability extends across Microsoft Surface Hubs, Microsoft Teams Room Systems, and supporting technologies such as voice gateways and SBCs—ensuring a seamless, end‑to‑end unified communications experience.

NZ’s Leading NiCE Call Centre Solution Provider

Lexel is a leading NiCE partner in New Zealand, supporting major enterprise customers and delivering high‑level consulting, implementation, and ongoing support across the full NiCE solution suite.

Supported by our Networking & Microsoft Specialists

Our Microsoft Teams and NiCE customers benefit from our deep enterprise networking and Microsoft expertise. This ensures every solution is thoughtfully architected, fully integrated, and reliably supported across the entire technology stack.

> Lexel Powered Solutions

Your Questions, Answered

What is the difference between Microsoft Lync, Skype for Business and Teams?

 

Microsoft Teams is Microsoft’s current unified communications platform. It replaces Skype for Business, which itself evolved from Microsoft Lync. Teams includes the core voice, calling, and collaboration capabilities of its predecessors, along with broader collaboration, integration, and AI functionality.

 

 

Can I use Microsoft Teams for a Call Centre?

Yes, for simpler use cases. Teams with Calling can be used for basic call centres and can be further enhanced with third party addon products and reporting.

For more advanced or professional contact centre requirements, we recommend NiCE CXone.

 

What is Access4?

Access4 is a voice service that can provide calling functionality for Microsoft Teams. It can also be used as a standalone voice solution, depending on your requirements.

Do I need an SBC or Calling Gateway with Microsoft Teams?

No, not anymore. SBC’s were used with Skype for Business, but Microsoft Teams can use virtual type gateways from the likes of Access4.

Why should I choose NiCE over Microsoft Teams for Call Centre?

NiCE CXone is a purpose‑built, premium contact centre platform designed specifically for customer engagement. It gives you a full multi‑channel contact centre experience across voice, chat, email, and digital channels — going well beyond what native Teams calling is designed to support.

More recently, NiCE CXone has evolved into an AI‑driven platform, enabling AI‑powered workflows across your contact centre. This includes conversational AI (AI voice), allowing you to automate routine interactions so your team can spend more time on higher‑value conversations that genuinely need human attention — improving efficiency, consistency, and the experience you deliver to your customers.

Why should I use Teams Calling over Zoom or other calling and meeting products?

Teams Calling benefits from deep integration with the Microsoft 365 ecosystem. This provides a consistent experience for users, simplified management for IT, and strong security and compliance controls. Teams also integrates closely with Microsoft’s expanding AI capabilities, allowing organisations to unlock more value from their communications over time.

> Case Studies

Customer Sucess Stories

Discover what these iconic customers say about their experience working with Lexel.

Holmes Group Assesses Teamwork & Dials Up Teams Enterprise Voice

While Holmes Group had a ‘one team’ approach across its five subsidiary companies for document management and collaboration via SharePoint and Microsoft Teams, it needed a similar approach to cut the complexity for voice calls.

VIEW CASE STUDY

Move your workplace forward with smarter apps & collaboration.

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