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What is a Microsoft Teams Native Contact Center?

by Nicole Robinson | Published On August 25, 2023

The world had to adapt to a rapid change back in 2020. One of the most significant changes we faced was our adoption of tools and platforms for doing business. Many companies used Microsoft Teams before the pandemic, but not in the way they do now. Adoption increased drastically, and one of the most notable uses of Teams is with native contact centers.

A Microsoft Teams native contact center is a contact center solution that is built on Microsoft Teams. It allows businesses to provide customer service and support through a variety of channels, including chat, voice, and email.

Benefits of Using a Microsoft Teams Native Contact Center

Microsoft Teams call centers offer numerous benefits, including:

  • Simplicity: Microsoft Teams is a familiar and easy-to-use platform, which makes it easy for businesses to get started with a contact center solution.
  • Integration: Microsoft Teams native contact centers can be integrated with other Microsoft products, such as Dynamics 365 and Power BI. These tools allow businesses to get a holistic view of their customers journey and make better decisions about how to serve them.
  • Cost-effectiveness: Microsoft Teams native contact centers are typically more cost-effective than traditional contact center solutions. This is because they are cloud-based and do not require any on-premises hardware or maintenance.

Features of a Microsoft Teams Native Contact Center

Here are some of the many features available with a Teams native contact center:

  • Voice: Customers can contact businesses through voice, enabling real-time conversations.
  • Chat: Customers can also contact businesses through chat, a convenient and efficient way to get help.
  • Email: An email is a good option for customers looking to provide more detailed information about their issues.
  • Routing: Routing customers to the right agent based on their needs ensures that they get help quickly and efficiently.
  • Reporting: Businesses can retrieve reports on customer interactions, which provide valuable insights to improve customer service.

Types of Integration Models

When deciding whether to implement a Microsoft Teams contact center, you must consider which of the three integration models best suits your business: Connect, Extend, or Power.


The Connect model is the most basic integration model. It allows contact centers to connect to Microsoft Teams using a session border controller (SBC). This allows agents to make and receive calls from Teams, and it also allows them to access Teams features, such as chat and file sharing, while they are on a call.

Though the Connect model offers limited functionality, it is a good option for contact centers that are looking for a simple way to connect with Microsoft Teams.


The Extend model is a more advanced integration model. It allows contact centers to fully use all Microsoft Teams functionality, like Teams calling and chat features, and extend that functionality with custom applications and bots. Organizations can create workflows and configurations for advanced routing, and measure the quality of their interactions, using this solution.

The Extend model is perfect for companies wanting a more flexible and customizable solution to personalize and improve the customer experience.


The Power model, coming out soon, is the most comprehensive integration model that will provide a one-app, one-screen contact center experience. It allows contact centers to build a native Teams experiences using a Microsoft Teams software developer kit (SDK) and to create custom Teams apps and bots.

The Power model will offer in-depth functionality and will be ideal for contact centers seeking a fully integrated solution that is customizable to meet their specific needs.

Provide the Best-in-Class Customer Service

With 2 (soon to be 3) integration models available, there is a solution for every business. While these solutions are meant to help you save money with smart technology, they do something even more important: they help ensure a memorable customer service experience. With so many communication methods, it’s easy to lose sight of what matters most—the customer. A Microsoft Teams native contact center can help you provide best-in-class customer service.

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