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How do you link VoIP to Microsoft Teams?

A professional wearing a headset at a modern desk, with a laptop connected to a video call and a desk phone, in a bright office setting.

Connecting VoIP to Microsoft Teams integrates business telephony with your collaboration platform, allowing employees to call external numbers directly from Teams. This article explores the three main methods-Microsoft Calling Plans, Direct Routing, and Operator Connect-with their advantages and disadvantages. You’ll learn what licenses are required, how to implement, and the challenges you’ll face such as bandwidth requirements and user adoption. Find out which solution fits your organization size, existing infrastructure and IT capacity for integrated communications that supports hybrid working.

Why telephony becomes more important as AI improves

Why telephony remains important in customer contact

AI is rapidly changing customer contact. Chatbots answer simple questions, AI agents perform tasks, agent assist helps employees during conversations, and automated summaries save time after the fact. For many organizations, the conclusion seems logical: As AI improves, the importance of telephony diminishes. But in practice, the opposite often happens. Precisely when AI handles simple […]

ClickToDial for WorkplaceX: one-click calling, hassle-free

ClickToDial solution in WorkplaceX

Customer contact is all about speed, convenience and accessibility. Employees do not want to search, copy, paste or switch between applications unnecessarily. Certainly not when they want to speak directly to a customer, colleague or relation. With the ClickToDial extension for WorkplaceX makes calling a lot easier: every clickable phone number turns into a direct […]

Pegamento and Ziggo conclude agreement for fixed network services

Pegamento en Ziggo sluiten overeenkomst voor vaste netwerkdiensten

Pegamento signed contracts with Ziggo on March 27, 2026 for a wholesale partnership in fixed network services. This marks an important step in the further development of the company’s telecom proposition. For mobile services, Pegamento continues to partner with KPN. The partnership with Ziggo gives Pegamento a new operator status. This offers more control over […]

150 years of telephony: from “Mr. Watson” to smart customer communications

150 Years of Telephony

On March 10, 1876, communication changed forever. That day, the first telephone call took place in Boston, after Alexander Graham Bell made his famous call to his assistant Watson. What began as a technical breakthrough grew into a means of communication that has been moving with the way people live, work and do business for […]

What are the AVG requirements for VoIP telephony?

Professional aan modern bureau met VoIP-telefoon in de hand, laptop met beveiligde verbinding opengeslagen, warm kantoorlicht.

VoIP telephony processes personal data such as call metadata and recordings, so strict AVG requirements apply. Organizations must ensure data storage within the EU, justify retention periods, apply encryption and enter into processor agreements. This article covers what personal data VoIP systems collect, where call data should be stored, how long recordings can be kept, and what security measures are necessary. You’ll also learn how to be AVG-compliant in practice with disclosure requirements, DPIAs, and caller privacy rights.

How do you integrate VoIP with your contact center software?

Klantenservicemedewerker met headset aan modern bureau met laptop en bureautelefoon in lichtrijk kantoor.

VoIP integration with contact center software connects modern Internet telephony with customer contact platforms in one seamless system. This link eliminates switching between screens, improves first-call resolution through intelligent routing, and provides uniform reporting across all channels. Organizations with substantial contact volume realize significant efficiency gains as employees have all customer information readily available. Discover the technical operation, concrete benefits, implementation challenges and selection criteria for an integrated solution that suits your organization.

How do you link VoIP to CRM for better customer contact?

Klantenservicemedewerker met headset belt vanuit modern Nederlands kantoor, CRM-dashboard zichtbaar op monitor op de voorgrond.

A VoIP-CRM link connects telephony directly to your customer database, allowing employees to see complete customer information during every call. This integration eliminates system changes and automatically records all interactions. Learn about the benefits of screen pops, click-to-dial and intelligent routing, the implementation challenges you face, and how to choose the right solution. From technical compatibility to change management, learn how to bring telephony and customer data together for faster processing and higher customer satisfaction.

How do you prepare your team for VoIP telephony?

Klein professioneel team in Nederlands kantoor rond vergadertafel, collega demonstreert VoIP-handset en laptop bij groot raam.

The move to VoIP telephony succeeds or fails with team preparation. Employees work with cloud-based software, new workflows and expanded functionalities that are fundamentally different from traditional telephony. Effective hands-on training, role-based sessions and phased rollout through pilot groups minimize resistance and disruption. Proactively address reliability and complexity concerns through transparent communication and visible support. Early stakeholder engagement and sufficient preparation time determine the difference between frustration and successful adoption that improves your customer contact.

How does automatic call distribution work with VoIP?

Klantenservicemedewerker met headset aan modern bureau, omringd door rij gloeiende telefoons in kantooromgeving.

Automatic call distribution (ACD) with VoIP intelligently routes incoming calls to the most appropriate employee based on skills, availability and customer data. This technology ensures shorter hold times, higher first-call resolution and more efficient use of your customer service team. Learn how skills-based routing, CRM integration and advanced routing methods are transforming your customer service. Discover the advantages VoIP-based ACD offers over traditional telephony systems and how to integrate it with existing business systems.

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Ernst Vegter-Business consultant Pegamento

Ernst Vegter

Business Consultant

Linkedin

Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.

Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.

In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.

The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.

This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.

Ger Koedam-Communication & Marketing Pegamento

Ger Koedam

Marketing & Communications

Linkedin

How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.

Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.

I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.

Rob Roode-Research Development

Rob Roode

Research & Development

Linkedin

Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.

But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!

This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.

Serge Poppes-CEO Pegamento

Serge Poppes

CEO

Linkedin

Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.

The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.

Feeling gives life and differentiation!

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