Teams Unify Integration Model for Voice Agent

This article provides an overview of how third party voice agent solutions can be integrated with Microsoft Teams and the solution providers participating in the Microsoft Teams Voice Agent Certification program (coming soon).

What is Teams Unify Integration Model for Voice Agent?

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.

With this integration, Voice Agent bots can answer calls, provide information, authenticate callers, capture intent, and more. They can then seamlessly route calls to the appropriate Teams Phone destination—such as an Auto Attendant, Call Queue, individual Teams user or Contact Center live agent—while preserving the full caller context for the next person or endpoint that handles the call.

Microsoft Teams Voice Agent Certification Program (coming soon)

Microsoft Teams Voice Agent Certification Program verifies that each participating provider’s solution provides the quality, compatibility, and reliability they expect from Microsoft solutions.

Certified Voice Agent solutions

The following providers offer voice agent solutions that are integrated into Teams using Unify model.

Solution Provider	Solution website
Audiocodes	https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center

Support boundaries

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