Teams-Native Contact Centre: CC4Teams vs Roger365 Compared
Why Are Businesses Looking at Teams-Native Contact Centres?
Microsoft Teams has become the dominant unified communications platform in Australia, with over 320 million monthly active users globally as of 2024. For many organisations, Teams is not just a collaboration tool — it is the primary phone system, the internal messaging hub, and the place where work happens.
The natural question becomes: why force agents to switch to a separate application to handle customer calls when they already live in Teams?
Teams-native contact centres solve this by embedding queue management, call routing, IVR, and reporting directly within the Teams client. Agents answer customer calls, manage queues, and view dashboards without ever leaving the interface they use daily. Microsoft's own research shows that agent onboarding time decreases by 40% when the contact centre runs within a platform agents already know.
Two of the leading Teams-native contact centre platforms are CC4Teams (by ContactCenter4ALL) and Roger365 (by Roger365.io). Both are Microsoft-certified, both run natively in Teams, and both serve the Australian market through partners like PCONNECT. But they take fundamentally different approaches to architecture, licensing, and feature delivery.
How Do CC4Teams and Roger365 Differ Architecturally?
CC4Teams: Microsoft-Certified, Full-Featured
CC4Teams is a Microsoft-certified contact centre solution built on the Extend model of the Microsoft Teams Connected Contact Centre certification programme. It uses Microsoft Graph APIs and Teams calling infrastructure to deliver a comprehensive feature set that includes skills-based routing, real-time wallboards, historical reporting, and omnichannel capabilities.
CC4Teams runs as a managed cloud service with data residency options in Australia. The platform is designed for organisations that need enterprise-grade features — workforce management, quality monitoring, advanced IVR — within the Teams environment.
Roger365: Queue-Based, Lightweight
Roger365 takes a different approach. Rather than building a full-featured contact centre platform, Roger365 focuses on delivering call queue management, auto-attendants, and core contact centre reporting within Teams. It operates on a queue-based licensing model, meaning you pay per queue rather than per agent.
This architecture makes Roger365 particularly attractive for organisations with many occasional agents who dip in and out of queues, or businesses that need structured call handling without the complexity of a full contact centre deployment.
Feature-by-Feature Comparison
| Feature | CC4Teams | Roger365 |
|---|---|---|
| Microsoft Certification | Yes — Extend model | Yes — Extend model |
| Skills-Based Routing | Advanced — multi-skill, proficiency levels | Basic — queue-based routing |
| IVR / Auto-Attendant | Visual IVR designer, multi-level | Auto-attendant with basic call flows |
| Real-Time Wallboards | Yes — customisable, role-based | Yes — queue-focused dashboards |
| Historical Reporting | 50+ report templates, custom reports | Standard queue and agent reports |
| Call Recording | Built-in with compliance options | Available via integration |
| Omnichannel (Chat, Email, SMS) | Full omnichannel support | Chat and webchat; email via integration |
| CRM Integration | Salesforce, Dynamics 365, HubSpot, others | Dynamics 365, HubSpot |
| Workforce Management | Built-in scheduling and adherence | Not included — third-party required |
| Quality Monitoring | Call scoring, evaluation forms | Not included |
| Supervisor Controls | Listen, whisper, barge, take over | Listen and barge |
| Power Automate Integration | Yes | Yes — deep integration |
| Callback in Queue | Yes | Yes |
| API Access | REST APIs for custom integrations | REST APIs available |
| Data Residency | Australian hosting available | Australian hosting available |
How Do the Licensing Models Compare?
This is where the two platforms diverge most significantly, and it is often the deciding factor.
CC4Teams Licensing
CC4Teams uses a per-agent, per-month licensing model with tiered plans:
| Tier | Approximate Price (AUD) | Includes |
|---|---|---|
| Essentials | $35-$45/agent/month | Voice routing, queuing, basic reporting |
| Professional | $55-$70/agent/month | Omnichannel, CRM integration, wallboards |
| Enterprise | $80-$100/agent/month | WFM, quality monitoring, advanced analytics |
Every user who handles contact centre calls requires a licence. For a team of 30 dedicated agents, the costs are predictable and straightforward.
Roger365 Licensing
Roger365 uses a per-queue, per-month licensing model:
| Component | Approximate Price (AUD) | Notes |
|---|---|---|
| Per Queue | $150-$250/queue/month | Includes unlimited agents per queue |
| Platform Fee | $200-$400/month | Base platform access |
| Add-On Channels | $50-$150/channel/month | Webchat, WhatsApp, etc. |
The critical difference is that Roger365 does not charge per agent. A queue licensed for $200/month can have 5 agents or 50 agents assigned to it — the cost is the same.
Cost Comparison Scenarios
| Scenario | CC4Teams (Professional) | Roger365 |
|---|---|---|
| 10 agents, 2 queues | $550-$700/month | $500-$900/month |
| 25 agents, 3 queues | $1,375-$1,750/month | $650-$1,150/month |
| 50 agents, 4 queues | $2,750-$3,500/month | $800-$1,400/month |
| 50 agents, 15 queues | $2,750-$3,500/month | $2,450-$4,150/month |
The pattern is clear: Roger365 becomes increasingly cost-effective as the agent-to-queue ratio grows. An organisation with 50 agents across 4 queues pays significantly less with Roger365. But if that same organisation has 15 specialised queues, the per-queue model can approach or exceed CC4Teams pricing.
When Should You Choose CC4Teams?
CC4Teams is the stronger choice when:
- You need full omnichannel capabilities — voice, chat, email, SMS, and social media managed from a single platform within Teams
- Workforce management is a priority — shift scheduling, adherence tracking, and forecasting are built in rather than bolted on
- Quality monitoring matters — call scoring, agent evaluation forms, and compliance recording are native features
- Your team is dedicated — agents who spend most of their day handling contact centre interactions benefit from the depth of CC4Teams' feature set
- You require advanced IVR — multi-level IVR with conditional logic, database lookups, and speech recognition
A 2024 ContactBabel study found that organisations with more than 20 dedicated agents who implemented full-featured contact centres saw a 23% improvement in first-call resolution compared to those using basic queue management tools.
When Should You Choose Roger365?
Roger365 is the better fit when:
- You have many casual or part-time agents — receptionists, sales staff, or technicians who take calls from queues alongside their primary role. The queue-based licensing means adding these users costs nothing extra
- Your requirements are queue-centric — you need structured call routing, queue reporting, and auto-attendants, but not workforce management, quality monitoring, or advanced omnichannel
- Budget is the primary driver — for businesses with a high agent-to-queue ratio, Roger365 delivers essential contact centre functionality at a materially lower cost
- You want rapid deployment — Roger365's lighter architecture means faster implementation, often in under a week for straightforward configurations
- Power Automate is central to your workflows — Roger365 has deep Microsoft Power Automate integration, enabling automated actions based on call events without custom development
Can You Migrate Between Platforms?
Yes. Because both platforms operate within Microsoft Teams and use the same underlying Teams telephony infrastructure, migrating from Roger365 to CC4Teams (or vice versa) is achievable without changing phone numbers, Teams configuration, or agent hardware. The migration involves reconfiguring call flows and retraining agents on the new interface, but the underlying telephony layer remains unchanged.
This is one advantage of working with a vendor-independent aggregator like PCONNECT — if your needs evolve beyond one platform's capabilities, the transition is planned and managed without starting from scratch.
What About XIMA as an Alternative?
It is worth noting that CC4Teams and Roger365 are not the only options. XIMA CCaaS is an omnichannel contact centre platform that integrates with both BroadWorks and Microsoft Teams. For organisations that want richer omnichannel capabilities or run a BroadWorks-based phone system, XIMA may be the better fit. The choice between XIMA, CC4Teams, and Roger365 depends on your existing infrastructure, feature requirements, and budget.
Frequently Asked Questions
Do CC4Teams and Roger365 require Teams Phone licensing?
Yes. Both platforms require Microsoft Teams Phone licensing (formerly Phone System) for voice capabilities. Agents handling voice calls need a Teams Phone licence in addition to their contact centre licence.
Can I use CC4Teams or Roger365 with Microsoft Teams Operator Connect?
Yes. Both platforms work with Teams Direct Routing, Operator Connect, and Microsoft Calling Plans. The contact centre layer sits on top of whatever Teams telephony method your organisation uses.
How long does implementation take?
Roger365 typically deploys in 3-7 business days for standard configurations. CC4Teams takes 2-4 weeks due to the additional complexity of IVR design, CRM integration, and workforce management setup. Both timelines assume Teams Phone is already configured.
Is call recording included?
CC4Teams includes built-in call recording with compliance and storage options. Roger365 offers call recording via partner integrations. Both can meet Australian Privacy Act requirements for call recording disclosure.
Can supervisors monitor calls in real time?
Yes. Both platforms support real-time call monitoring. CC4Teams offers listen, whisper, barge, and take-over modes. Roger365 supports listen and barge. Both provide real-time queue and agent dashboards for supervisory oversight.