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AskMe Assistant

Intelligent Product Add-On for Microsoft Teams and Genesys Cloud CX

AskMe Assistant

AskMe Assistant is a Calance-built product add-on that connects Microsoft Teams and Genesys Cloud CX to create an integrated, secure, and intelligent support experience. It bridges the operational gap between collaboration and contact center environments, enabling users to raise, track, and resolve service requests directly within Teams, while your existing Genesys infrastructure manages routing, workflows, and analytics.

AskMe Assistant is a software integration layer engineered for enterprises that already rely on both platforms. It enhances the service ecosystem you already own.
Product overview

Product overview

Large enterprises rely on Microsoft Teams for collaboration and on Genesys Cloud CX for service operations. These platforms are powerful on their own, yet they operate in separate contexts. Teams does not provide a native channel for Genesys, and Genesys does not directly expose a Teams interface. AskMe Assistant closes this gap with a secure, real-time integration layer.

Requests initiated in Teams are delivered to Genesys with structure and context. Skills, queues, priorities, and SLAs apply as they do today. Resolution updates flow back into the same Teams thread. End users stay in a familiar workspace. Agents and supervisors continue in Genesys with no change to desktops or processes.

The result is a consistent, channel-aligned model for internal support that reduces friction, shortens time to resolution, and improves visibility across collaboration and contact center environments.

Core capabilities

Conversational <br>support in Teams

Conversational
support in Teams

AskMe Add-On brings IT helpdesk support directly into Microsoft Teams. Users can open incidents, submit service requests, check status, and track progress — all without leaving Teams. Each chat connects users to a live support agent, ensuring real help and consistent service delivery.

Real-time connection to Genesys Cloud CX

Real-time connection to Genesys Cloud CX

Every request created in Teams is sent through secure APIs to Genesys. The add-on maps interactions to the right queues and applies existing routing logic. Updates are synchronized in both directions so that the Microsoft Teams conversation remains the single thread of reference.

Status and <br>notifications

Status and
notifications

Users can request live status on open items, receive resolution summaries, and submit feedback within the same Teams conversation. Supervisors can rely on existing Genesys dashboards for operational oversight.

Compatibility and prerequisites

AskMe Assistant is intended for enterprises that operate both Microsoft Teams and Genesys Cloud CX. During implementation, Calance validates the following:

GREEN orange

Microsoft 365 tenant with Teams enabled and permissions to install a line-of-business app

GREEN orange

Network egress to Microsoft Graph and Genesys APIs over TLS

GREEN orange

Genesys Cloud CX instance with API access, configured queues, routing, and knowledge sources

GREEN orange

Administrative credentials to register and configure the app within the tenant

This alignment ensures full functionality, reliable performance, and governance consistency.

Security and Compliance

Security and Compliance

Security and data integrity are central to AskMe’s architecture.

All communication is encrypted through TLS 1.2 or higher. Authentication runs through Microsoft Entra ID, supporting multi-factor authentication and conditional access. Role-based permissions restrict administrative access, and audit trails capture all actions.

AskMe stores no user content beyond transient session data. Logs are retained only for operational monitoring and compliance reporting. Calance builds and maintains the product under SOC 2, ISO 27001, and GDPR-aligned processes.

Deployment approach

Installation and integration

Discovery and configuration

Define scope, target user groups, queue mappings, and authentication policies. Confirm security controls and logging requirements.

Discovery and configuration

Installation and integration

Install the Teams app, register the Azure connector, set credentials and webhooks, and validate end-to-end message flow between Teams and Genesys.

Pilot and tuning

Pilot and tuning

Enable a controlled pilot. Measure routing accuracy, latency, agent response, and deflection rates. Adjust thresholds, quick actions, and knowledge rules.

Organization-wide rollout

Organization-wide rollout

Extend to production. Provide admin documentation, user communications, and a release cadence that matches platform updates.

Typical deployments reach pilot readiness within weeks once prerequisites are met.

Use cases

IT and workplace support

IT and workplace support

Users request access, report device issues, and ask about applications through Teams. AskMe Assistant routes to the correct Genesys queues and maintains status in the same thread.

HR service centers

HR service centers

Common HR inquiries are routed to HR service agents for follow-up and resolution.. Visibility into every conversation is maintained, ensuring transparency across the HR support process.

Shared services and operations

Shared services and operations

Centralized service desks support finance and line-of-business processes. Microsoft Teams becomes the front door while Genesys retains process depth, skills, and reporting.

Analytics and Reporting

AskMe Assistant extends visibility into how your organization interacts with its service desk.

Data integrates directly with Power BI or existing Genesys dashboards, allowing leaders to measure efficiency gains and identify areas for process improvement.

Total interactions and resolution rates

Total interactions and resolution rates

Average response and resolution times

Average response and resolution times

Queue distribution and escalation trends

Queue distribution and escalation trends

User adoption and engagement statistics

User adoption and engagement statistics

Bring Your HelpDesk Where Your People Already Work

Microsoft Teams is where your organization communicates. Genesys is where your service operations run. AskMe Add-On connects the two — securely, intelligently, and at scale.

Empower employees to get help without leaving their workspace. Give service teams the visibility they need to resolve issues faster. And give leadership measurable gains in efficiency, satisfaction, and compliance.

Frequently Asked Questions

What is the AskMe Add-On?

The AskMe Add-On is an integration that connects Microsoft Teams and Genesys Cloud CX to deliver a unified, real-time support experience. It enables employees to raise service requests, report incidents, and check ticket status — all within Teams, without switching platforms. Each request is securely routed through APIs to Genesys, where it’s directed to the right queue and live support agent for resolution. The Add-On fully aligns with your existing routing logic, SLAs, and compliance framework, ensuring consistency and visibility across both Teams and Genesys environments.

What are the data privacy implications of connecting Teams and Genesys?

AskMe was designed with security-first principles. All communication occurs over encrypted channels, and no end-user message content is stored beyond operational delivery. Authentication runs through Entra ID, and admins can monitor all integration activity through audit logs. Data remains within your organization’s Microsoft 365 and Genesys environments, maintaining compliance with global standards including SOC 2 and GDPR.

How complex is deployment and what resources are required from IT?
Deployment is straightforward. Calance provides a guided setup that includes Teams app installation, Azure connector configuration, and Genesys API integration. The process typically requires coordination with IT security and admin teams but no custom code development. Once prerequisites are validated, most enterprises reach a working pilot within weeks.
Can AskMe Assistant be expanded to other departments or external users later on?

Absolutely. The solution is modular. It can scale from a single department (such as IT or HR) to organization-wide deployment without reinstallation. Additional Teams groups, Genesys queues, or automation paths can be configured as your requirements grow. The roadmap also includes future capabilities for customer-facing channels under the same unified framework.