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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.
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.