Microsoft to introduce Teams Phone extensibility for Dynamics 365 Contact Center

MSDW Insight: Microsoft is working to extend its still-new CCaaS solution, Dynamics 365 Contact Center into the realm of other key enterprise systems. The news suggests the solution has visibility and a level of importance across product teams.

Microsoft has introduced plans for a public preview of Teams Phone extensibility for Microsoft Dynamics 365 Contact Center, the company’s contact center as-a-service (CCaaS) offering. 

Powered by Azure Communication Services, the direct integration, which will be available in April, will be available to users nex month, according to a blog post by Microsoft’s Johnny McCormick and Jacob Grimm.

Teams Phone extensibility enables businesses to unify their telephony infrastructure, eliminating the need for separate phone systems, according to McCormick and Grimm. By leveraging Azure Communication Services, contact centers can streamline their operations while enhancing AI-driven automation, call routing, and emergency support.

Benefits for businesses

According to a blog post by Microsoft’s James Cadd, the benefits of Teams Phone integration with D365 Contact Center include reduced administration efforts, better global reach, and reduced infrastructure management efforts. They also noted: