Integrated Contact Centers for MS Teams: Connect - Extend - Power

Written by: Luware Marketing
Luware Marketing
Luware Nimbus
18.09.2024
Integrated Contact Centers for MS Teams: Connect - Extend - Power

Key Insights

 

Connect – Extend – Power: How Contact Centers Can Be Integrated With Microsoft Teams


Several contact center integrations are available for organizations that want to add business tools, workflows, and extended call management capabilities to Microsoft Teams. These differ in their depth of integration, and Microsoft has categorized them into three integration models: Connect, Extend, and Power.

This whitepaper offers a comprehensive and clear overview of the different integration approaches. It clarifies the benefits and limitations of the different methods and helps you find the solution that best fits your organization.

Connect
The contact center solution connects to Teams using SIP connectivity.

Extend
The contact center solution uses the full Cloud Communication Graph API to access functionalities and extends the Teams app.

Power
Currently not possible. The contact center solution can directly access Teams functionality through Teams SDK.

Download White Paper

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