Teams Phone extensibility for Dynamics 365 Contact Center 

Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships. 

Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.  

Beginning next month, Dynamics 365 Contact Center customers will be able to leverage Teams Phone, along with all telephony options supported by Teams such as Teams Calling Plans, Direct Routing, and Operator Connect, and configure them as a single, integrated solution in Dynamics 365 Contact Center.

Through Teams Phone extensibility for Dynamics 365 Contact Center, we aim to deliver the following value adds: 

1. Simplified telephony management across Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS), streamlining deployment, management, and billing of telephony infrastructure. 

2. Availability of advanced AI features in Dynamics 365 Contact Center to enhance contact center operations and deliver more efficient, intelligent customer interactions. 

3. Enhanced calling capabilities from Teams such as Enhanced 911, compliance recording, calling policies, configuration of dial plan, advanced troubleshooting tools are now available in Dynamics 365 Contact Center. 

4. Broader geographic availability of telephony via integration with Teams Calling Plans, Direct Routing, and Operator Connect. 

Teams Phone extensibility for Dynamics will be available in public preview starting April 2025, with general availability planned in summer 2025. Please stay tuned for a detailed blog post being released next month. 

Head over to the TechCommunity blog to learn more. 

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