Microsoft is reshaping the role of Teams Phone in contact center by enabling tight integrations that leverage Teams Phone for connectivity, using a new Teams Phone Extensibility built on Azure Communication Services (ACS).
Microsoft 365 Dynamics Contact Center and ISV solutions will be able to use Teams Phone Extensibility, meaning phone numbers can be provisioned in Microsoft Teams Phone in the usual way with Operator Connect, Direct Routing or Calling plan and used in the Contact Center solution.
Initial ISV solutions in public preview include Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis, and Luware.
Teams Phone Extensibility allows customers to:
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:
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 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:
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.
At Pure IP, as a certified Operator for Microsoft Teams, we already enabled voice services for Dynamics 365 Contact Center through Direct Routing trunks into ACS, this will further streamline the process for both Dynamics 365 Contact Center and the ISV solutions.
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.
As your teams look at integrating voice more deeply into Dynamics 365 Contact Center, here are three key considerations:
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 into 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 their existing PBX, existing 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 ISV Ecosystem solutions.
Speak with our team about building a robust voice solution for Dynamics 365 Contact Center.