Microsoft is reshaping the role of voice in contact center by embedding Teams Phone directly into Dynamics 365 Contact Center, using a new extensibility model built on Azure Communication Services (ACS).
The new model will also be extended to certified ISVs to deliver native contact center experiences using Microsoft Teams infrastructure for call handling, call control and presence.
It also marks a shift from siloed apps to unified, AI-powered workflows — with voice as the central connector between customer data and real-time communication.
For IT and infrastructure leaders, the implications are significant. And for voice providers like Pure IP, who already enable voice services for Dynamics 365 through Direct Routing trunks into ACS, it marks the next chapter in enterprise voice evolution.
Microsoft’s new approach: Teams Phone + Azure Communication Services
This extensibility model brings contact center voice and unified communications closer together — creating a more streamlined, cost-efficient, and manageable telephony environment built on the Microsoft cloud.
That means that customers using both Teams Phone and Dynamics 365 Contact Center will be able to run calling across both UCaaS and CCaaS environments through a single, integrated telephony solution — simplifying deployment, management, and billing.
By consolidating their telephony infrastructure onto one platform, organizations will be able to:
- Use existing Teams Phone licenses for Dynamics 365 Contact Center users
- Eliminate the need to manage a separate phone system for contact center deployments
- Leverage Teams Phone’s global number availability for greater geographic reach
Access enterprise-grade features using the familiar Teams management tools
In addition to native integration with Dynamics 365 Contact Center, the new model also supports a range of certified ISV contact center solutions. This allows ISVs to embed Teams Phone capabilities directly into their own applications — giving organizations the flexibility to integrate voice into the contact center platform of their choice, without compromising on functionality or alignment with Microsoft’s infrastructure.
Several ISV partners, including Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis, and Luware, are expected to be among the first to achieve certification for Teams Phone extensibility.
This broad ecosystem enables customers to select the solution that best fits their technical and operational requirements while maintaining the benefits of their existing Teams Phone deployment. Public preview for the Dynamics 365 integration is expected in April, with certified ISV solutions following shortly thereafter.
The bigger picture: AI, Copilot, and seamless CX
The move to embed Teams Phone into Dynamics is not just about voice. It’s about unlocking Copilot-powered experiences that depend on accurate, real-time call data.
Voice interactions will now drive:
- Live transcriptions
- Automated summaries and next-step suggestions
- Sentiment analysis
- Data enrichment for CRM records and agent performance metrics
But none of that works if the call doesn’t connect, the quality drops, or the routing is misaligned. That’s where Pure IP plays a critical role — ensuring voice isn’t just available, but enterprise-grade and ready for AI.
Planning for deployment: What to consider
As your teams look at integrating voice more deeply into Dynamics 365 Contact Center, here are three key considerations:
- Do you have the right telephony partner to support both current and future state?
Pure IP already supports voice in Dynamics 365 Contact Center - and we’re aligned with Microsoft’s roadmap. - Can your voice platform handle global reach, compliance, and integration needs?
Our Teams Phone services are built to support complex and regulated environments. - Is your environment prepared for real-time voice data powering AI tools?
We ensure the voice layer is solid, so your AI and analytics tools can perform as designed.
Pure IP already delivers voice into Dynamics 365 and we’re ready for what’s next
Pure IP already integrates voice services into Microsoft environments using Azure Direct Routing, helping enterprises connect their Teams and Dynamics 365 deployments to the PSTN with global reach and flexibility. Our solution enables customers to bring Pure IP as a carrier to Microsoft Dynamics 365 Contact Center supporting inbound and outbound calling in 50 countries, and inbound-only coverage in 137 countries. This model allows organizations to adopt a voice solution that is fully cloud-based, compliant, and aligned with their infrastructure requirements.
We also offer options of integrating cloud and local SBCs under a full SBC-as-a-Service model to help customers connect existing PBXs, operator numbers, or third-party contact centers into Dynamics. With this foundation, we’ve been delivering voice to ISV-integrated Dynamics environments long before the new extensibility model was introduced.
As Microsoft launches this new extensibility model through Azure Communication Services, Pure IP will continue to evolve its contact center voice offerings — enabling even more seamless alignment between Teams Phone, Dynamics 365 Contact Center and the broader Microsoft ecosystem.
Speak with our team about building a robust voice solution for Dynamics 365 Contact Center.
