CC4Teams
Microsoft Extend and Microsoft Unify. Two architectures. One CC4Teams platform.
CC4Teams runs fully on both Microsoft architectures, is native in both, and can even run side by side for the best of both worlds.
Extend model
From separate voice solutions
Information workers
Teams Teams
Phone
Contact Center Agents
telephony
infrastructure
Extend + Unify
... To more unified communication
& customer engagement
Information workers
Teams Teams
Phone
Contact Center Agents
Services (ACS)
Phone
Move forward without leaving your current architecture behind
CC4Teams is built to support both Microsoft Teams contact center architectures. Whether your organization runs on the Extend model today, wants to adopt Unify, or needs both models side by side, CC4Teams gives you the flexibility to modernize at your own pace.
Keep Extend where it works
Organizations already using the Extend model can continue to run a proven Teams-integrated contact center setup without being forced into an immediate architecture change.
Adopt Unify where it adds value
Unify brings communication and customer engagement closer together through Microsoft’s newer architecture, creating a stronger foundation for native Teams experiences, AI, routing, and future innovation.
Run both side by side
CC4Teams can support Extend and Unify next to each other, helping larger or more complex organizations move gradually while protecting existing investments.
Microsoft Certified, Microsoft Native, and fully flexible
CC4Teams is certified for Microsoft Teams and designed to run natively on both Extend and Unify architectures. That means you can choose the best architecture for each environment, region, customer group, or phase of your roadmap.
Choose the model that matches your environment and your AI roadmap
There is no single architecture path for every organization. Some teams need to continue with Extend. Others are ready to adopt Unify. Larger environments may need both at the same time. CC4Teams supports that flexibility, while bringing Omni-Channel customer contact and AI into one connected Microsoft Teams experience.
Extend may be right when you want continuity
Extend is a strong fit when your current Teams contact center setup is already working and you want to keep moving without changing the architecture immediately.
- You already run a Teams-integrated contact center environment.
- You want to protect existing investments and processes.
- You need stability while planning your future roadmap.
- You want CC4Teams functionality without forcing a adoption timeline.
Unify may be right when you want to modernize
Unify is a strong fit when you want to move towards a more native Microsoft architecture for customer contact, Omni-Channel communication, AI, routing, and automation.
- You want closer alignment between UCaaS and CCaaS.
- You want Voice, Email, WhatsApp, WebChat, and AI in one connected flow.
- You are preparing for AI Agents, agent assist, summaries, notes, and intelligent routing.
- You want a future-ready contact center architecture built around Microsoft Teams.
Microsoft Unify makes AI part of the architecture, not an add-on
With Unify, AI becomes fully embedded in the communication layer. That creates the foundation for CC4Teams Omni-Channel AI across Voice, Email, WhatsApp, WebChat, and future channels. AI can support human agents during conversations, automate routine work, summarize interactions, create notes, improve routing, and enable AI Agents to handle customer contact where appropriate.
The strongest option may be both
Many organizations will not move everything at once. With CC4Teams, Extend and Unify can run side by side, giving you a practical way to support today’s environment while preparing tomorrow’s architecture, Omni-Channel customer contact, and AI-enabled service operations.
Talk to us about your Microsoft Teams contact center architecture
Whether you run Extend today, want to move to Unify, or need both architectures side by side, CC4Teams helps you choose the right path for Teams-native customer contact, Omni-Channel communication, and AI-powered service operations.
What we can help you clarify
- Whether Extend, Unify, or both fit your current environment.
- How to protect existing investments while preparing for the future.
- How Omni-Channel routing, reporting, and AI fit into your architecture.
- How AI Agents, agent assist, summaries, notes, and intelligent routing can support your teams.
