What is Microsoft Teams Phone Extensibility?
Teams Phone Extensibility is a Microsoft technology built on Azure Communication Services (ACS) that enables third-party Contact Center as a Service (CCaaS) solutions to integrate with Teams Phone.
This allows organizations to unify their UCaaS and CCaaS systems, enhancing customer experience (CX) and agent experience with AI features like conversational bots and sentiment analysis – all within the familiar Teams interface.
How Does Teams Phone Extensibility Work?
Microsoft Teams Phone Extensibility operates through seamless integration with Azure Communication Services (ACS), enabling developers to connect Dynamics 365 and third-party CCaaS platforms using ACS APIs and SDKs. This unified telephony approach allows Teams Phone to manage both internal communications and customer interactions within a single interface.
By leveraging AI capabilities, partners can enrich CX and agent experience with intelligent features such as automated greetings, real-time sentiment tracking and conversational bots – transforming Teams into a smarter, more responsive communications hub.
Benefits of Teams Phone Extensibility
- Consolidated Infrastructure: Simplifies telephony management by using a single platform for both UCaaS and CCaaS, reducing complexity and administrative overhead.
- Cost-Efficiency: Allows businesses to apply existing Teams Phone licenses to contact center use cases, avoiding the need for separate systems or additional Azure Communication Services numbers.
- Superior Customer Experience (CX): Delivers more intelligent, AI-powered customer interactions within the Teams environment, improving self-service options and agent efficiency.
- Enhanced Agent Experience: Using the same platform for unified communications and contact center increases productivity, by reducinges training time and simplifyingies everyday agent tasks.
- Leverage Enterprise Features: Extends powerful Teams Phone features, such as emergency calling (E911), dial plan policies and the familiar management interface, to the contact center.
- Simplified Deployment: Streamlines the deployment and management of contact center solutions by integrating them with the core Teams platform.
- Data Security & Compliance: Solutions built on this model operate within your Azure tenant, ensuring data remains under your control and adheres to security best practices.
Products & Solutions
AudioCodes Live Platform is a cloud-native, fully managed voice service that simplifies the deployment and operation of Microsoft Teams Phone. It provides seamless connectivity, automation and lifecycle management for enterprise voice, enabling organizations to accelerate their Teams adoption while reducing operational complexity.
Live Platform fully supports Microsoft Teams Phone Extensibility by offering certified integration capabilities for third-party CCaaS solutions. Built on Azure, it allows businesses to unify UCaaS and CCaaS environments, leverage existing Teams Phone investments and deploy AI-powered features like conversational bots and sentiment analysis – all within the Teams interface.
AudioCodes’ award-winning Voca CIC is designed to meet customers’ demands for a lightweight, omnichannel contact center solution. Voca CIC is Unify certified, leveraging Teams Phone Extensibility to offer seamless Azure-native integration with Teams. This provides agents with a familiar calling experience while offering a range of essential, conversational AI-powered contact center features.
