CC4Teams leveraging Microsoft Teams Phone Extensibility (beta program)
CC4Teams leveraging Microsoft Teams Phone Extensibility (beta program)
The customer service landscape is rapidly evolving, with AI-driven enhancements shaping how businesses handle interactions. Despite the benefits of Generative AI, many organizations still face challenges due to fragmented communication between UCaaS platforms like Microsoft Teams and CCaaS solutions. Businesses need a seamless telephony experience that ensures unified data handling, complete visibility into customer interactions, and easy customization.
To address this, Microsoft introduced Teams Phone extensibility powered by Azure Communication Services at Enterprise Connect on March 17, 2025. This new capability allows CCaaS providers to integrate directly with Teams Phone, creating a more streamlined and efficient contact center experience.
CC4Teams: Part of the Teams Phone Extensibility program
We’re excited to share that CC4Teams is actively participating in the Teams Phone Extensibility program, working closely on its development as part of a beta initiative. This enhances our ability to deliver a truly unified customer engagement platform.
With this integration, CC4Teams customers can seamlessly incorporate Teams Phone into their Customer Contact operations, eliminating the complexity of managing separate phone systems. This ensures a smoother agent experience and a more connected customer journey.
By leveraging Teams Phone extensibility, CC4Teams enhances operational efficiency with AI-powered automation, intelligent call routing, and an optimized telephony infrastructure. Organizations can maintain their existing Teams Phone setup while unlocking enhanced CCaaS capabilities—all within a single platform.
Seamless Integration with Advanced Capabilities
The collaboration between CC4Teams and Microsoft Teams Phone Extensibility introduces key features designed to elevate customer service operations:
- Direct Integration with Teams Phone: Connect CC4Teams effortlessly to a Microsoft Teams environment, ensuring a fully synchronized telephony solution.
- AI-Driven Automation: Utilize Azure AI to optimize workflows, support agents with real-time insights, and enhance overall customer interactions.
- Intelligent Call Handling: Define where calls should be routed—within Microsoft Teams or CC4Teams—to maximize efficiency and responsiveness.
- Comprehensive Enterprise Features: Benefit from Teams Phone’s built-in capabilities, such as PSTN connectivity, emergency calling, dial plan policies, and compliance-ready call recording.
- Cost-Effective Deployment: Maximize existing Teams Phone investments without additional Azure Communication Services numbers or Direct Routing expenses.
A Growing Ecosystem of Innovation
CC4Teams becomes part of a select network of Microsoft-certified CCaaS providers by joining the Teams Phone Extensibility program. This partnership underscores our commitment to delivering innovative, AI-powered contact center solutions deeply integrated with Microsoft Teams.
Shaping the future of Customer Communications
With Teams Phone Extensibility now in public preview, businesses can explore its transformative benefits. At CC4Teams, we are committed to helping organizations unlock new levels of efficiency and customer engagement by integrating intelligent telephony solutions into their Microsoft Teams environment.
Stay tuned for more insights from Microsoft at Microsoft Build 2025 in May.