Contact center integrations 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.
What is contact center integration for Microsoft 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. For some organizations, Microsoft Teams’ cloud voice capabilities, including auto attendant and call queues, meet their needs.
For 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.
Connected contact center for Microsoft Teams certification program
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.
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.
If you are a vendor seeking to join the certification program, fill out this form as the next step. If you need to provide additional context and details, send a mail to Teamscategorypartner@microsoft.com.
Integration models for solution providers
As a contact center solution provider, there are three models to choose from to integrate your connected contact center solution into Teams:
If you want to use certified SBCs and Direct Routing to connect a contact center solution to Teams, see the Connect 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 an SDK that enables solution providers to imbed native Teams experiences in their App, see the Power model. Power solutions will be possible when the SDK is available. Coming soon.
The Connect model uses Microsoft certified SBCs and Direct Routing to connect contact center solutions to Teams phone system infrastructure, enabling enhanced routing, configuration, and system insights.
Agents can set up automated virtual assistants and skill-based routing queues to gather information and connect customers with subject matter experts.
While these features aren't a comprehensive list of feature capabilities for this model of integration, the focus areas include:
Office 365 authN for agents to connect to their Microsoft tenant from their integrated CCaaS client
See when agents are available with Teams
Transfers and group call support with Teams
Teams Graph APIs and Cloud Communication APIs for integration with Teams
Multi-tenant SIP trunking to support several customers on solution provider's SBC.
Solution providers to use Microsoft certified session border controller (SBC)
The agent used contact solution does not need a phone system license. The Teams user does need a phone system license and a phone number to agent's call transfer.
Connected contact center solutions
The following providers offer contact center solutions that are integrated into Teams using one of the Connect, Extend, or Power integration models.
Solutions currently in the certification process
This list will be updated as more solution providers join and meet the certification criteria.