Graph API ramps up functionality for customer service
Microsoft Graph is the gateway to data and intelligence in Microsoft 365. It provides a unified programmability model that companies can use to access the tremendous amount of data in Microsoft 365, Windows 10, and Enterprise Mobility + Security. The Graph API is one of the three main components that facilitate the access and flow of data. The Graph API offers a single endpoint to the data and insights of Microsoft 365 service, which can be accessed to build apps that integrate across processes and the entire organization.
The current Graph API provides functionalities that allow Independent Software Vendors (ISVs) to build apps and bots for various scenarios, e.g. customer service, IVR, bot enabled calling, schedule and join meetings or presence of other users.
The Microsoft Graph Cloud Communications APIs (bundles of API functionality for calling use cases; see table above) was made generally available this year, allowing ISVs to easily integrate their solutions with Microsoft Teams. We at Luware are already using these APIs for our Contact Center, Advanced Routing and Attendant Console.
At Ignite, Microsoft also presented the Beta and upcoming APIs and functionality at the Ignite Session ‘Microsoft Teams Calling and Meetings as a platform’ (video at 11.25):
We have been building our new next-generation customer service solutions that are cloud-native and run directly on the Microsoft Azure Cloud. We are now adopting Graph API beta functionalities above for our first release that will be delivered to selected customers. Working closely with Microsoft and always using their latest beta APIs, allows us to develop our cloud solutions in parallel and roll out the features to the cloud and therefore make it available for our customers as soon as the API is generally available.