Streamline your contact center telephony with Teams Phone extensibility
Microsoft Teams Phone brings intelligent, cloud-based calling to Teams, streamlining operations and delivering secure, reliable voice experiences. Until recently, however, enabling enterprise calling in the contact center meant deploying separate solutions, adding administrative complexity and redundant costs. Today, we’re excited to announce the general availability of Teams Phone extensibility for a growing ecosystem of contact center solutions, including Microsoft Dynamics 365 Contact Center. This new capability allows customers to extend Teams Phone investments into the contact center, enabling customers to use a single, integrated calling solution across both unified communications (UCaaS) and contact center (CCaaS) environments. Organizations can leverage Teams Phone extensibility to: Apply existing Teams Phone licenses to enable telephony for users of Dynamics 365 Contact Center or other certified ISV contact center solutions 1 . Avoid procuring, configuring, managing, and training users on a separate phone system for contact center deployments. Leverage the broad geographic availability of Teams Phone through calling plans available in 36 countries, Operator Connect in 96 countries, and Direct Routing globally. Benefit from the extensive features of Teams Phone, including the familiar Teams management interface. With these benefits, you can now streamline your telephony and reduce the number of solutions to license and manage across your organization. Learn more about the features of Teams Phone extensibility including conversational AI integration. Unify your calling capabilities for time and cost savings Teams Phone extensibility is a significant development for customers. It reflects how Dynamics 365 Contact Center helps organizations innovate faster and reduce costs with Microsoft’s unified cloud platform, low-code tools, and built-in AI – making it easier to build, manage, and scale contact center solutions without complex infrastructure or costly custom development. Teams Phone extensibility enables organizations to unify calling and contact center experiences for both agents and customers, all within a secure, familiar Microsoft environment. A commissioned Total Economic Impact™ study conducted by Forrester Consulting found that organizations using Teams Phone extensibility with Dynamics 365 Contact Center could achieve a projected return on investment up to 345% over three years 2 . These savings stem from lower operational and service fees, streamlined administration, and greater call center efficiency. With its certification in progress, Teams Phone extensibility with Dynamics 365 Contact Center is more than an integration. It’s a shift toward unified, intelligent communication that helps businesses operate smarter and deliver better customer experiences. Download the full study to learn more. ISV partners provide additional choice and flexibility Teams Phone extensibility is also supported by contact center ISV solutions that utilize the Teams Unify integration model. ISV solutions that have completed certification for Teams Phone extensibility include AudioCodes, CentrePal, ComputerTalk, Heedify, and Landis. 1 We look forward to adding additional certified contact solutions to this growing ecosystem in the months ahead. If you are a contact center developer, learn more about enabling Teams Phone calling for your CCaaS solution. Contact center ISVs that are Unify-model certified for Teams Phone extensibility include AudioCodes, CentrePal, ComputerTalk, Heedify, and Landis. Power your contact center with the calling capabilities of Teams Phone If you're already using Teams Phone and Dynamics 365 Contact Center or any of the certified ISV solutions, you can start taking advantage of Teams Phone extensibility today. Not yet using these solutions? You can set up trials for both Teams Phone and Dynamics 365 Contact Center to explore the benefits firsthand. If you're interested in trialing Teams Phone extensibility with a certified ISV contact center solution, please contact your preferred CCaaS vendor for more information. 1 While certification is not required to access the Azure Communication Services API that enables Teams Phone extensibility, we recommend selecting a contact center solution that has completed the certification process for the best experience. 2 Projected benefits for a composite customer. New Technology: The Projected Total Economic Impact™ Of Microsoft Dynamics 365 Contact Center with Teams Phone extensibility, Forrester Consulting, Casey Sirotnak, Jonathan Lipsitz, August 2025.Dynamics 365 Supply Chain Management Functional Consultant Blueprint Survey Opportunity
Greetings! Microsoft is updating the certification for Dynamics 365 Supply Chain Management Functional Consultants, and we need your input through our exam blueprinting survey. The blueprint determines how many questions each skill in the exam will be assigned. Please complete the online survey by May 15, 2026. Please also feel free to forward the survey to any colleagues you consider subject matter experts for this certification. You may send this to people external to Microsoft as well. If you have any questions, feel free to contact John Sowles at josowles@microsoft.com or Don Tanedo at dtanedo@microsoft.com. Dynamics 365 Supply Chain Management Functional Consultants blueprint survey link: https://www.starttest.com/starttest2/startsurvey?programid=187&guid=E8D1566C-A490-405E-B87D-922406D49160Announcing the general availability of Microsoft Copilot for Sales & Microsoft Copilot for Service
Summary On February 1, 2024, https://aka.ms/CopilotGAFeb2024 to customers. Copilot for Sales and Copilot for Service bring together the power of Copilot for Microsoft 365 with role-specific insights and actions to streamline business processes, automate repetitive tasks, and unlock productivity. Both provide flexibility to integrate with existing contact center and CRM systems, such as Microsoft Dynamics 365, Salesforce and ServiceNow, to get more done with less effort. Customers can purchase Copilot for Sales or Copilot for Service for $50 per user per month as a standalone license that includes Copilot for Microsoft 365. Customers who already own Copilot for Microsoft 365 can step-up for $20 per user per month to purchase Copilot for Sales or Copilot for Service. Copilot for Sales and Copilot for Service are available now to purchase through EA/EAS, MCA-E, and Buy-Online, and will be available to Cloud Solution Provider (CSP) partners on March 1. Microsoft Copilot for Sales Copilot for Sales is an AI assistant designed for sales teams to maximize productivity and close more deals. Copilot for Sales builds on Copilot for Microsoft 365, enhancing it with connectivity to CRM systems like Microsoft Dynamics 365 Sales and Salesforce Sales Cloud to bring sales-specific insights and recommendations to apps like Microsoft Outlook, Microsoft Teams, and Microsoft Word. Today, Copilot for Sales helps sellers and sales managers: Generate sales meeting preparation briefs in Word. Summarize emails and surface relevant buying intent and BANT (budget, authority, need, timing) analysis in Outlook. Generate emails in Outlook with relevant product, account, relationship, and opportunity information from their CRM system and Microsoft Graph. Add leads and update CRM records directly from Outlook. View meeting preparation notes and real-time sales insights during calls in Teams. View sales meeting summaries in Teams with conversation analysis, sales keywords and KPIs, and suggested tasks. Create collaborative deal rooms in Teams that sync with CRM data. Copilot for Microsoft 365 is also included in Copilot for Sales, providing sellers with additional productivity enhancements, like: Generate presentations in Microsoft PowerPoint. Generate plans and organize team information in Microsoft OneNote. Ask questions in natural language to catch up on customer interactions using Microsoft Copilot chat experience. Later this month, Copilot for Sales will also bring CRM connectivity to Microsoft Copilot chat experience, allowing sellers and sales managers to get quick insights on conversion and win rate, sales cycle, and pipeline. Microsoft Copilot for Service Copilot for Service helps organizations quickly realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions to enhance customer experiences and boost agent productivity. Copilot for Service unlocks an organization’s trusted knowledge to accelerate onboarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work. Without costly development time, organizations can simply point to their data and in a few minutes unlock generative AI-powered conversations across their knowledge bases. And for agents, they can tap into this knowledge with a copilot embedded directly in their desktop of choice such as Salesforce, as well as the other tools they already use every day like Outlook and Teams. Today Copilot for Service can help organizations: Enable generative AI-powered conversations across all their data with simplified “point and click” access to public websites, SharePoint, knowledgebase articles, and offline files. Access knowledge sources with pre-built integrations for Salesforce, ServiceNow, and Zendesk. Embed a copilot in agent desktops from Salesforce and other channels to support agents where they work. Copilot for Microsoft 365 is also included in Copilot for Service. We will introduce additional features in Microsoft 365 apps beginning later this month that will integrate data from CRM systems like Microsoft Dynamics 365 Customer Service and Salesforce Service Cloud—including: In Outlook, use Copilot to summarize and draft emails, access case summaries, browse and update CRM records, and schedule meetings informed by case summaries and other relevant information from CRM records. In Teams, use Copilot to browse and update CRM records during a meeting, as well as recap meetings, suggest follow-up action items, and create tasks that can all be saved to CRM systems directly from Teams. In Microsoft Copilot chat experience, ask questions over cases and contacts, as well as summarize cases—all from CRM data. Partner Opportunities with Microsoft Copilot for Sales and Microsoft Copilot for Service Microsoft Copilot for Sales and Microsoft Copilot for Service offer new opportunity to help your customers transform business operations using the power of AI. Customers are looking for your expertise to help them be more competitive and profitable. By adding Microsoft Copilot for Sales and/or Microsoft Copilot for Service to your practice, you can expand your customer base, and your revenue opportunities - offering services including business advisory, readiness and deployment, and adoption and change management. These open new possibilities for Business Applications Partners, as well as Modern Work partners to expand the value of Copilot for Microsoft 365. Call to Action Learn: Read the https://aka.ms/CopilotGAFeb2024 Attend the https://aka.ms/DYNA066EXT-Register for field and partners on February 13, 8:00-9:00 AM PST for an end-to-end overview of product narrative licensing, and sales motions Register for the Feb. 29 ‘What's Next for CSP Partners and Microsoft Copilot’ event. Register https://aka.ms/WhatsNextCSPRegistration, https://aka.ms/WhatsNextCSPRegistrationPM. Leverage the new content to drive conversations with your customers: Bookmark and visit the Partner Hub and the AI future of work https://aka.ms/AIFutureOfWorkPartner for the latest content including: Updated: https://dynamicspartners.transform.microsoft.com/download/protected?assetname=protectedassets%2FMicrosoft%20Copilot%20for%20Sales%20Pitch%20Deck.pptx&download=1&protected=1 New: https://dynamicspartners.transform.microsoft.com/download/protected?assetname=protectedassets%2FMicrosoft%20Copilot%20for%20Service%20-%20Pitch%20Deck.pptx&download=1&protected=1 Updated: https://microsoft.bl-1.com/h/i/dv6cXD0o/pDnMXBQ?url=https://adoption.microsoft.com/en-us/copilot-for-sales/ICYMI | New eligible workloads for the Solutions Partner designation for Business Applications
Check out the new blog on partner news, be sure to click "follow" in the top right corner so you don't miss out on future announcements! New eligible workloads for the Solutions Partner designation for Business Applications | Microsoft Community HubAI-Enhanced Contact Center Solutions Engineer Blueprint Survey Opportunity
Greetings! Microsoft is considering a credential for AI-Enhanced Contact Center Solutions Engineer, and we need your input through our exam blueprinting survey. The blueprint determines how many questions each skill in the exam will be assigned. Please complete the online survey by March 26, 2026. Please also feel free to forward the survey to any colleagues you consider subject matter experts for this certification. You may send this to people external to Microsoft as well. If you have any questions, feel free to contact John Sowles at josowles@microsoft.com or Don Tanedo at dtanedo@microsoft.com. AI-Enhanced Contact Center Solutions Engineer blueprint survey link: https://microsoftlearning.co1.qualtrics.com/jfe/form/SV_5vSBzYkpE9FYptsBlueprint opportunity for Managing financial operations with Dynamics 365 Finance
Greetings! Microsoft is updating the credential for Managing financial operations with Dynamics 365 Finance, and we need your input through our exam blueprinting survey. The blueprint determines how many questions each skill in the exam will be assigned. Please complete the online survey by May 8, 2026. Please also feel free to forward the survey to any colleagues you consider subject matter experts for this certification. You may send this to people external to Microsoft as well. If you have any questions, feel free to contact John Sowles at josowles@microsoft.com or Don Tanedo at dtanedo@microsoft.com. Managing financial operations with Dynamics 365 Finance blueprint survey link: https://www.starttest.com/starttest2/startsurvey?programid=187&guid=EAC8BBD0-FD12-4318-8468-C8760A65EFB3
