Teams Phone extensibility powered by Azure Communication Services

Today, CCaaS providers are using Gen AI to improve customer experience by advising human agents and automating workflows. However, interactions are split between UCaaS like Teams and CCaaS systems, limiting Gen AI's potential. Brands want integrated solutions that unify telephony infrastructure for a complete view of customer interactions and robust data handling. Customizability is crucial for integration. On March 17th, 2025, we proudly announce the launch of Teams Phone extensibility powered by Azure Communication Services at Enterprise Connect, allowing CCaaS vendors to seamlessly integrate with Teams Phone to meet brand needs.

Teams Phone with Azure Communication Services 

Azure Communication Services Call Automation and Calling SDK now enable CCaaS developers to extend  Teams Phone capabilities into their application. Key benefits of Teams Phone extensibility include:

• Consolidate Telephony for UCaaS and CCaaS:  Simplified setup with no need to configure and administer separate phone systems. Customers can leverage their Teams phone telephony investment for contact center deployments.
• Gen AI Integration:Utilize AI to streamline processes and empower customer service agents with automation capabilities, with direct access to Azure AI technology.
• Extend UCaaS Capabilities to CCaaS: Take advantage of Teams Phone enterprise features, including emergency calling, dial plan policies, wide geographic availability of Public Switched Telephone Network (PSTN) connectivity options and much more.
• Agent Notification handling: Allow data segregation between CCaaS persona and UCaaS persona with the choice of ringing either the Teams standard client or a CCaaS application.
• Cost Efficiency: Enable ISVs to build cost-effective solutions using existing Teams Phone plans, without adding Azure Communication Services numbers or Direct Routing.

Key Features 

• Provisioning for Seamless Integration:Our provisioning capabilities empower CCaaS providers to connect their ACS deployments with customers' Teams tenants, enabling the use of Teams telephony features for a cohesive and efficient communication experience.
• Emergency Calling: With Azure Communication Services Calling SDK, we bring enhanced emergency calling support for agents who can dial emergency services, provide their location, and receive callbacks from public safety answering points.
• Leverage Call Automation: Azure Communication Services Call Automation APIs enable CCaaS providers to build server-based and intelligent call flows.
• Call Routing and Mid-Call Controls: The solution includes advanced call routing capabilities, which enable more efficient call management and escalation to agents. Mid-call controls enable adding participants, redirecting calls, and transferring calls seamlessly.
• Convenience Recording: Azure Communication Services enables developers to integrate call recording capabilities into Microsoft Teams for CCaaS scenarios, allowing for customized recording processes controlled by CCaaS admins. Get to know more about Azure Communication Services Call Recording here.
• Conversational AI Integration: Developers can use Call Automation APIs to leverage AI-powered tools, play personalized greeting messages, recognize conversational voice inputs, and use sentiment analysis to improve customer service. Get started today with this QuickStart.

ISV Ecosystem 

At launch, Teams Phone extensibility will be supported by a diverse range of ISV solutions, including Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis, and Luware. These partners expand the reach and functionality of Teams Phone, allowing you to select the best solution for your unique requirements. This flexibility means businesses can improve their telephony setup while experiencing the full power of Teams Phone and Azure Communication Services.

Learn more 

Teams Phone extensibility will be in public preview and available for customers to try soon.

To learn more about Teams Phone extensibility and how to develop your own solutions using Azure Communication Services, stay tuned for more resources and announcements at Build 2025 in May.

Developers may join the Azure Communication Services TAP program with the following form: Azure Communication Services Technology Adoption Program Registration.

We look forward to seeing how our partners and customers leverage these new capabilities to improve their contact center operations.

Follow Sean Keegan on LinkedIn for more news about Azure Communication Services!