Teams Graph APIs and Cloud Communication APIs for integration with Teams Transfers and group call support with Teams Office 365 authN for agents to connect to their Microsoft tenant from their integrated CCaaS client While these features aren't a comprehensive list of feature capabilities for this model of integration, the focus areas include:
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.Īgents can set up automated virtual assistants and skill-based routing queues to gather information and connect customers with subject matter experts. Power solutions will be possible when the SDK is available, towards the end of 2021. If you want to use an SDK that enables solution providers to imbed native Teams experiences in their App, see the Power 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 certified SBCs and Direct Routing to connect a contact center solution to Teams, see the Connect model. If you're a vendor seeking to join the certification program, email Integration models for solution providersĪs a contact center solution provider, there are three models to choose from to integrate your connected contact center solution into Teams: 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. 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. Connected contact center for Microsoft Teams certification program For some organizations, Microsoft Teams’ cloud voice capabilities, including auto attendant and call queues, meet their needs.įor 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. 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. What is contact center integration 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.
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