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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 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 customer connections across its modes of communication including chat, video meetings, and calling. For some organizations, Microsoft Teams’ cloud calling 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, integrating a contact center with Teams Phone is supported.

Contact Center as a Service (CCaaS) solution providers support integrations through a variety of certified programs.

Integration models for solution providers

As a contact center solution provider, there are three integration models to choose from to integrate your connected contact center solution into Teams:

  • If you want to use an SDK that enables solution providers to imbed native Teams experiences in their App, see the Unify integration 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 integration model.

  • If you want to use certified SBCs and Direct Routing to connect a contact center solution to Teams, see the Connect integration model.

The Unify integration model enables solution providers to develop native Azure Communication Service-based CCaaS applications using Teams calling infrastructure.

This approach creates intelligent CCaaS solutions that enhance interactions between customers and contact center agents.

The Unify integration model extends Teams Phone system capabilities into CCaaS with the following resources:

  • Azure Communication Services -- call automation
  • Azure Communication Services -- calling software development kit
  • OpenAI
  • Other Microsoft tools

Contact center for Microsoft Teams certification program

The 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 a certified contact center solution to use with Teams, see Certified Microsoft Teams solutions for contact centers.

For a list of providers in the process of certification, see Certified Contact Center solutions.

Next steps

If you're a vendor seeking to join the certification program, fill out the calling platform intake as the next step.

Calling Platform Intake

If you need to provide other context and details, send a mail to Teamscategorypartner@microsoft.com.

Certified contact center solutions

The following providers offer contact center solutions that are integrated into Teams using one of the Unify, Connect, or Extend integration models.

Certified Badge.

Solution Provider Solution website Unify Extend Connect
8x8 https://www.8x8.com/8/8x8-contact-center-for-microsoft-teams Image of a checkmark for yes
Anywhere365 https://www.anywhere.now/ Image of a checkmark for yes Image of a checkmark for yes
Audiocodes https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center Image of a checkmark for yes
Avaya https://www.avaya.com/en/enterprise-cloud/ Image of a checkmark for yes
Bright Pattern https://www.brightpattern.com/ Image of a checkmark for yes
CentrePal https://www.centrepal.com/ Image of a checkmark for yes
Cirrus https://www.cirrusresponse.com/cloud-contact-centre/microsoft-teams/ Image of a checkmark for yes
Cisco https://www.cisco.com/c/en/us/products/contact-center/webex-contact-center/index.html Image of a checkmark for yes
ComputerTalk https://www.computer-talk.com/product/enterprise-contact-center/ice-contact-center-for-teams Image of a checkmark for yes Image of a checkmark for yes
ContactCenter4All www.contactcenter4all.com Image of a checkmark for yes
Content Guru https://www.contentguru.com/microsoft-teams-integration/ Image of a checkmark for yes
Enghouse Interactive http://www.enghouseteams.com/ Image of a checkmark for yes Image of a checkmark for yes
Five9 https://www.five9.com/products/application-integration/uc-integration Image of a checkmark for yes
Genesys https://www.genesys.com/campaign/get-started-genesys-cloud-microsoft-teams Image of a checkmark for yes
Heedify https://heedify.io/call-center/ Image of a checkmark for yes
Imagicle https://www.imagicle.com/en/integration/microsoft-teams/ Image of a checkmark for yes
Intermedia https://www.intermedia.com/integration/contact-center-for-microsoft-teams Image of a checkmark for yes
IPDynamics https://www.ipdynamics.de/ Image of a checkmark for yes
Landis Technologies https://landistechnologies.com/microsoft-teams-contact-center/ Image of a checkmark for yes
Luware https://luware.com/ Image of a checkmark for yes
NUSO https://lp.nuso.cloud/connect-for-business-ms/ Image of a checkmark for yes
Netcall https://www.netcall.com/platform/contact-centre/ Image of a checkmark for yes
NICE inContact https://www.niceincontact.com/microsoft-teams Image of a checkmark for yes
Puzzel https://www.puzzel.com/ Image of a checkmark for yes
ROGER365.io https://www.roger365.io/contact-center-teams Image of a checkmark for yes
Sikom https://sikom.cx/microsoft-teams-en Image of a checkmark for yes Image of a checkmark for yes
Solgari https://solgari.com/ Image of a checkmark for yes
Talkdesk https://www.talkdesk.com/cloud-contact-center/integrations/microsoft-teams/ Image of a checkmark for yes
Tendfor https://www.tendfor.com Image of a checkmark for yes

Solutions currently in the certification process

Solution Provider Solution website
Caseris https://www.caseris.de/microsoft-teams
FrontStage https://www.frontstage.cc
Unexus https://www.unexus.nl/en/solutions/unexus-connect/
Vier https://www.vier.ai/
Vonage https://www.vonage.com/contact-centers/integrations/microsoft-teams/
Zoom https://www.zoom.com/en/products/contact-center/

This list is updated as more solution providers meet the certification criteria.

Support boundaries

Microsoft supports Contact Center solutions only from the certified partners. If there are issues, you must contact your Contact Center partner first. If needed, the Contact Center partner brings the issue to Microsoft through internal channels. Microsoft may reject support cases where a noncertified Contact Center solution is used, or if investigation shows the issue is one that the partner can address.