Contact center integrations for Microsoft Teams

• Applies to:

  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

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.

Feature highlights:

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)

Note

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.

The Extend model

The Extend model integrates with the Teams client using the Teams client platform, Teams Graph APIs and Cloud Communications API in Microsoft Graph. 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.

Agents 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.

Organizations can design workflows and advanced routing configurations down to the individual and measure the quality of their system and interactions.

Feature highlights:

While these features aren't a comprehensive list of feature capabilities for this model of integration, the focus areas include:

• Teams Graph APIs and Cloud Communication APIs for integration with Teams

• Teams-based app for agent experiences

• Teams as the primary calling endpoint for the agents

• Teams client calling for all the call controls

• Agent experience app for both Teams web and mobile client

• Analytics, workflow management, role-based experiences for agents in the CCaaS app in Teams

• Chat and collaboration experiences integrated with Teams clients

• Preserve performance and quality of Teams client experiences in all apps

The Power model

The Power model enables solution providers to create native Azure-based voice applications using the Teams calling infrastructure and client platform to deliver modern, intelligent solutions for collaborative customer and agent connection. The goal of the Power model is to provide a one-app, one-screen contact center experience.

Note

Coming soon.

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.

Certified solutions

Solution Provider	Solution website
8x8	https://www.8x8.com/8/8x8-contact-center-for-microsoft-teams
Anywhere365	https://anywhere365.io/direct-routing-contact-center-for-microsoft-teams/
Cisco	https://www.cisco.com/c/en/us/products/contact-center/webex-contact-center/index.html
Competella	https://www.competella.com/microsoft-teams-skype-for-business
ComputerTalk	https://www.computer-talk.com/product/enterprise-contact-center/ice-contact-center-for-teams
ContactCenter4All	www.contactcenter4all.com
Content Guru	https://www.contentguru.com/microsoft-teams-integration/
Enghouse Interactive	http://www.enghouseteams.com/
Five9	https://www.five9.com/products/application-integration/uc-integration
Genesys	https://www.genesys.com/campaign/get-started-genesys-cloud-microsoft-teams
Heedify	https://heedify.io/call-center/
Luware	https://luware.com/en/solutions/
Mida Solutions	https://www.midasolutions.com/c3-cloud-contact-center-for-teams/
NICE inContact	https://www.niceincontact.com/microsoft-teams
Puzzel	https://www.puzzel.com/microsoft-teams
ROGER365.io	https://www.roger365.io/contact-center-teams
Talkdesk	https://www.talkdesk.com/cloud-contact-center/integrations/microsoft-teams/
Tendfor	https://www.tendfor.com

Solutions currently in the certification process

Solution Provider	Solution website
Bright Pattern	https://www.brightpattern.com/
CentrePal	https://www.centrepal.com/
Cirrus	https://www.cirrusresponse.com/cloud-contact-centre/microsoft-teams/
Evolve IP	https://www.evolveip.net/contact-center
FrontStage	https://www.frontstage.cc
Geomant	https://www.geomant.com/buzzeasy-contact-centre-for-microsoft-teams
Imagicle	https://www.imagicle.com/en/integration/microsoft-teams/
Intermedia	https://www.intermedia.com/products/contact-center
IPDynamics	https://www.ipdynamics.de/en/dynamic-flow/
Landis Technologies	https://landistechnologies.com/microsoft-teams-contact-center/
Netcall	https://www.netcall.com/platform/contact-centre/
Novomind	https://www.novomind.com/en/customer-service-software-call-center/microsoft-teams/
Sikom	http://www.sikom.de/microsoft-teams/
Solgari	https://solgari.com/converse-for-teams/
Telia	https://ace-showcase.com/
Ultatel	https://www.ultatel.com/microsoft-teams-contact-center/
Unexus	https://www.unexus.nl/en/solutions/unexus-connect/
Vonage	https://www.vonage.com/contact-centers/integrations/microsoft-teams/

This list will be updated as more solution providers join and meet the certification criteria.