Contact centers are important for providing great customer service and helping businesses grow, but many struggle with using AI and multiple channels effectively.
During Enterprise Connect, we introduced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center. This helps customers use Teams Phone for their contact center, making it easier to handle calls and manage their telephony infrastructure.
By combining Teams Phone and Dynamics 365 Contact Center, contact center customers can use their existing Teams Phone licenses for telephony, avoid setting up a separate phone system, and benefit from Teams Phone’s features like a user-friendly interface.
A study by Forrester Consulting found that customers using Teams Phone extensibility with Dynamics 365 Contact Center can save money on integration and telephony costs, and spend less time managing their infrastructure.
Teams Phone extensibility is supported by ISV solutions that use Azure Communication Services for integration. This gives customers more options for connecting Teams Phone to their contact center apps. ISV solutions like Anywhere365, AudioCodes, and Enghouse will be certified for Teams Phone extensibility.
You can try out Teams Phone extensibility with Dynamics 365 Contact Center in April, and it will be available for certified contact center solutions shortly after.
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