Unifying UCaaS and CCaaS: Teams Phone Extensibility, Unify and Dynamics 365 Contact Center

Listen to Sean Gilmour, Principal Product Manager Lead for Advance Calling - Microsoft Teams, and Pratichi Dash, Product Manager - Dynamics 365 Contact Center Voice and Conversational AI , explain Teams Phone Extensibility (TPE), Unify and how they enable a single, unified phone system across UCaaS and CCaaS.

• What TPE is, how it works with Azure Communication Services, and why the Unify certification matters for a level playing field

• How Dynamics 365 Contact Center uses TPE to reuse existing Teams Phone architecture and Operator Connect carriers

• Coexistence with Azure PSTN/Direct Routing today, with Microsoft recommending TPE going forward

• Practical AI today: agent-assist with summaries, translation and guidance, plus the roadmap towards intelligent IVR and smarter routing

• Seamless call movement between Dynamics agents and Teams SMEs for faster resolutions across the organisation

Thanks to Numonix, this episode’s sponsor, for their continued support of Empowering.Cloud