Microsoft has introduced the 'Unify' integration model, a significant advancement in integrating contact center solutions with Microsoft Teams. This model enables solution providers to develop native Azure Communication Service (ACS)-based Contact Center as a Service (CCaaS) applications using Teams' calling infrastructure. (landistechnologies.com)

Background and Context

Previously, Microsoft offered two integration models for contact centers: Connect and Extend. The Connect model utilized Session Border Controllers (SBCs) and Direct Routing to link contact center solutions with Teams' phone system, allowing enhanced routing and system insights. The Extend model integrated contact centers directly into the Teams client using the Cloud Communications API in Microsoft Graph, enabling deeper integration and a more unified user experience. (audiocodes.com)

The Unify model represents a further evolution, leveraging Teams Phone Extensibility to provide a more seamless and integrated experience. It utilizes ACS for call automation, the ACS Calling SDK, OpenAI, and other Microsoft tools to create intelligent CCaaS solutions that enhance interactions between customers and contact center agents. (landistechnologies.com)

Features and Benefits

  • Advanced Queue Functionality: The Unify model offers advanced queue features, including skills-based routing, live insights, and interaction with calls in the queue, transforming Teams into a comprehensive contact center platform. (landistechnologies.com)
  • Wall Board: Live queue statistics provide real-time reporting on calls in Landis Contact Center queues, allowing managers and agents to view various statistics related to calls in the queue. (landistechnologies.com)
  • Artificial Intelligence Integration: The Unify model enhances support for AI, making it easier to incorporate AI capabilities into contact center solutions. (landistechnologies.com)

Implications and Impact

The Unify integration model aims to unify contact center solutions with Microsoft Teams, providing a more cohesive and efficient communication platform. By leveraging Teams' infrastructure and integrating advanced features like AI, the Unify model seeks to improve customer interactions and operational efficiency. (landistechnologies.com)

Technical Details

The Unify model utilizes Teams Phone Extensibility, which includes:

  • Azure Communication Services (ACS): Provides call automation capabilities.
  • ACS Calling SDK: Enables the development of custom calling applications.
  • OpenAI Integration: Allows the incorporation of AI features into contact center solutions.

These components work together to create intelligent CCaaS solutions that enhance interactions between customers and contact center agents. (landistechnologies.com)

Conclusion

Microsoft's Unify integration model represents a significant advancement in integrating contact center solutions with Microsoft Teams. By leveraging Teams' infrastructure and integrating advanced features like AI, the Unify model aims to provide a more cohesive and efficient communication platform, enhancing customer interactions and operational efficiency.

Reference Links

Summary

Microsoft's Unify integration model introduces a native Azure Communication Service-based CCaaS application using Teams' calling infrastructure, enhancing contact center capabilities within Microsoft Teams.

Meta Description

Microsoft's Unify integration model enhances contact center capabilities within Microsoft Teams by leveraging Azure Communication Services and AI.

Tags

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