![]() The Extend model also uses the Teams phone system for all contact center calls and call control experiences, and the contact center solution provider acts as a telephony carrier alongside Microsoft 365.Īgents can use Teams for internal collaboration and external communication and can benefit from dynamic, contextual notes correlating data from multiple systems prior to starting an engagement and then avoid costly context switching. The Extend model integrates with the Teams client using the Teams client platform, Teams Graph APIs and Cloud Communications API in Microsoft Graph. The Teams user does need a phone system license and a phone number to agent's call transfer. The agent used contact solution does not need a phone system license. Power solutions will be possible when the SDK is available. If you want to use an SDK that enables solution providers to imbed native Teams experiences in their App, see the Power model. If you want to use Azure bots and the Microsoft Graph Communication APIs to enable solution providers to create Teams apps, see the Extend model. If you want to use certified SBCs and Direct Routing to connect a contact center solution to Teams, see the Connect model. If you need to provide additional context and details, send a mail to Integration models for solution providersĪs a contact center solution provider, there are three models to choose from to integrate your connected contact center solution into Teams: If you are a vendor seeking to join the certification program, fill out this form as the next step. If you're an organization looking for an integrated contact center solution, see Certified Microsoft Teams solutions for contact centers for a list of certified solution providers, and see Connected Contact Center solutions for a list of providers in the process of certification. The Connected contact center for Microsoft Teams certification program verifies that each participating provider’s solution provides the quality, compatibility, and reliability they expect from Microsoft solutions. Connected contact center for Microsoft Teams certification program For some organizations, Microsoft Teams’ cloud voice capabilities, including auto attendant and call queues, meet their needs.įor organizations that want solutions with business tools and workflows to drive the customer journey, contact center integration for Microsoft Teams allows Contact Center as a Service (CCaaS) solution providers to integrate their solutions into Teams. Microsoft Teams supports customer interaction work streams by acting as the hub for internal and external customer connection across its modes of communication including chat, video meetings, and calling. What is contact center integration for Microsoft Teams? This article provides an overview of how contact center solutions can be integrated with Microsoft Teams and the solution providers participating in the Microsoft Teams Connected contact center certification program.
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