Teams Phone extensibility for Dynamics 365 Contact Center and certified ISV solutions

By: Johnny McCormick and Jacob Grimm

Contact centers are key to exceptional customer support and business growth, yet many struggle with integrating AI driven experiences and multiple channels efficiently.

Today during Enterprise Connect we introduced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center aimed at helping customers benefit from and extend their existing telephony investment with Teams Phone into the contact center. Beginning next month customers with Teams Phone and Dynamics 365 Contact Center will be able to leverage Teams Phone as a single, integrated solution to power calling across their unified communications as a service (UCaaS) and contact center as a service (CCaaS) solutions—streamlining the deployment, management, and billing of their telephony infrastructure.

Through consolidating their telephony on one platform with Teams Phone and Dynamics 365 Contact Center, contact center customers can for example:

• Apply existing Teams Phone licenses to enable telephony for Dynamics 365 Contact Center users.
• Alleviate the need to configure and administer a separate phone system for contact center deployments.
• Leverage the broad geographic availability of Teams Phone numbers.
• Take advantage of Teams Phone enterprise features, including the familiar Teams management interface.

According to a forthcoming commissioned Total Economic Impact™ study conducted by Forrester Consulting to assess the benefits of Teams Phone extensibility with Dynamics 365 Contact Center, participating customers anticipate a reduction in integration service fees and telephony consumption costs, as well as a more than 10 percent reduction in time spent on infrastructure management.

Teams Phone extensibility is also supported by ISV solutions that leverage Azure Communication Services for this integration, offering customers a wide range of options to bring Teams Phone to their preferred contact center app of choice. This flexibility ensures that customers can select the best solutions for their unique requirements, further enhancing the value and functionality of their Teams Phone platform. ISV solutions that will be certified for Teams Phone extensibility include Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis, and Luware.

Experience Teams Phone extensibility with Dynamics 365 Contact Center when the capability enters public preview in April. Teams Phone extensibility for certified contact center solutions* will be available in public preview shortly thereafter.

Learn more about how to set up a trial for Teams Phone or Dynamics 365 Contact Center.

If you are a contact center ISV, apply to get your solution certified for Teams Phone extensibility and learn more about how Azure Communications Services helps power this service.

FOOTNOTE

*- Although certification is not required to access the Azure Communication Services API that powers Teams Phone extensibility, we recommend using a solution that has undergone certification.