Integrating Contact Centers with Microsoft Teams : Understanding the Models, from Power to Unify

Introduction

At Lambert Consulting, we help companies integrate contact centers with Microsoft Teams to optimize communications and the customer experience. Microsoft’s recent announcement of the Unify model marks a key milestone by offering a new, more immersive, and more powerful integration approach. Unify is the successor to a concept that had long remained theoretical, known as Power.

Why integrate a Contact Center with Teams ?

• Centralized experience: Agents can access all tools (calls, chats, video conferences, CRM) within the Microsoft Teams environment.
• Cost reduction: Streamlining of systems and lower maintenance costs.
• Enhanced productivity: Automation of workflows and improved management of customer interactions.
• Security and Compliance: Teams adheres to high standards of security and compliance in the areas of Microsoft 365 (encryption, GDPR, auditing).

The Three Models of Contact Center Integration with Teams

Microsoft offers three integration models, each corresponding to a different level of immersion:

• Unify: Native integration of Teams 's experiences into CCaaS solutions via an SDK based on Azure 's Communication Services (ACS).
• Extend: Expanding functionality through Azure Bots and Graph Communication APIs (presence, call routing).
• Connect: Connecting an external CCaaS solution to Teams via Direct Routing and SBC certified professionals.

Note: As you’ve probably already realized, Microsoft’s Unify model for contact centers has no connection to the former UC Unify from Siemens. These are two completely separate technologies.

Power and Unify: From Theory to Reality

The Power model was listed for several years as "Coming Soon" on the Microsoft certification page. It was planned as the third CCaaS integration model with Teams, but **never materialized or certified**.

With the announcement of Unify, Microsoft has **taken up the original intent of Power**, while **modernizing the architecture** :

• UsingAzure Communication Services (ACS) to manage calls and interactions.
• Introduction of the ACS SDK to integrate Teams directly into CCaaS solutions.
• Support for advanced AI (OpenAI, Microsoft Cognitive Services).
• Implementation of the Dual Persona mechanism for separate management of CCaaS and Teams calls.

The Unify model makes the Power concept a reality, with **certification open since 2025** and enhanced functionalities.

See official documentation

What is THE Unify MODEL?

The Unify integration model enables CCaaS vendors to develop applications based on :

• The Azure Communication Services (ACS) for call flow automation and control.
• The ACS SDK to drive telephony integration in their solutions.
• Artificial intelligence features: conversational AI, predictive analysis, intelligent routing.
• Dual Persona mechanism: separates CCaaS and Teams call flows on the agent interface, without interference.

Visit the Unify certification page

Specialist Spotlight: SBC AudioCodes and Direct Routing with the Unify model

Interoperability and telephone security

Despite Unify's advanced integration, the SBC AudioCodes remain essential for ensuring:

• The connection between Teams and PSTN via Direct Routing.
• RTP/SIP flow security thanks to TLS/SRTP encryption and protection against SIP attacks.
• Quality of Service (QoS) with precise monitoring of RTP streams, integrated with Call Quality Dashboard Microsoft's platform.

Complementarity with the Unify model

Although some internal flows are managed directly through the GraphAPI with Unify, the **SBC AudioCodes** remains essential for:

• Outgoing calls to PSTN or other SIP networks.
• Guarantee resilience and interoperability of communications in hybrid environments.

Conclusion

With Unify, Microsoft offers a native CCaaS cloudnative integration with Teams, designed for contact center agents. This model is based on Azure Communication Services (ACS) and Teams Phone Extensibility, allowing customer interactions to be embedded directly into Teams without requiring Direct Routing for these workflows.

However, in most companies, traditional Teams telephony remains essential for employees outside the contact center. For these users, external calls (to PSTN) continue to be routed through Direct Routing, requiring the use of a SBC certified device, such as the SBC AudioCodes, to:

• Guarantee interconnection with the telephone network.

• Ensure security (TLS/SRTP) and quality of service (QoS).

So, even with Unify for CCaaS agents, a SBC remains essential for managing the phone service Teams s for other employees.

At Lambert Consulting, we specialize in these hybrid architectures, integrating contact center solutions based on the Unify model (Nimbus Luware, Dynamics 365 Customer Service, Contact Center, etc.) while optimizing Direct Routing with SBC AudioCodes for employee telephony.

Contact us to deploy a solution tailored to your organization!