• Unify is Microsoft’s newest and most advanced integration model for connecting contact centers with Microsoft Teams.
  • It builds on Azure Communication Services (ACS) and Teams Phone Extensibility, enabling native development of CCaaS (Contact Center as a Service) applications within Teams.
  • Designed to provide deep integration, AI capabilities, and a unified communications layer across UCaaS and CCaaS offerings
  1. Key Features
  • Native Teams Experience
    • Calls placed and received using Teams identities.
    • Unified agent workspace within Teams.
  • Azure Communication Services (ACS)
    • Provides APIs for voice, video, chat, recording, and AI integration.
    • Enables call automation and advanced telephony features.
  • AI-Ready Architecture
    • Integration with Microsoft Cognitive Services and OpenAI for:
      • Conversational AI
      • Sentiment analysis
      • Intelligent routing and transcription
  • Dual Persona Support
    • Allows routing calls differently based on Teams user identity or role.
  1. How It Differs from Previous Models
  • Connect Model
    • Basic integration via SIP and Session Border Controllers (SBCs).
    • Calls routed outside Teams.
  • Extend Model
    • Uses Microsoft Graph API for deeper integration.
    • Apps appear in Teams interface with native reporting.
    • No SBC required; media stream stays in Teams.
  • Unify Model
    • Native Teams connectivity using Teams Phone Extensibility.
    • Removes need for SIP and Calling Plans.
    • Provides full access to Teams call functionality and ACS APIs.
  1. Benefits
  • Simplified Architecture
    • Single integrated platform for UCaaS and CCaaS.
  • Cost Efficiency
    • Consumption-based pricing for ACS usage.
  • Enhanced AI Capabilities
    • AI as a first-class citizen in the integration framework.
  • Future-Proof
    • Designed for hybrid work and evolving CX expectations. [cxtoday.com],
  1. Use Cases
  • Ideal for lightweight contact centres (e.g., internal help desks).
  • Supports PSTN unification, intelligent workflows, and AI-driven customer experiences.

If you are looking for advice on the options available for both formal and informal Contact Centres, how AI enabled routing can help calls, emails, web chats and social media to be brought into your environment, please give us a call, fill in the form below or chat with us!