Microsoft Teams for customer support: A New Era of Unified Communication

By consolidating voice, chat, and SMS into one streamlined platform, Microsoft Teams for customer support enables companies to use their existing Teams Phone licenses to reduce infrastructure complexity and operational costs. Microsoft’s approach transforms how businesses manage customer support channels through advanced technologies and simplified billing.

Microsoft’s strategic approach to support transformation

Instead of creating a new contact center platform from scratch, Microsoft enhanced its existing infrastructure using Microsoft Graph APIs. This allows integration partners to build added functionality, turning Microsoft Teams into a complete UCaaS platform that supports even the most demanding customer support requirements.

AI and Azure: The new power behind Microsoft Teams for customer support

With the integration of Azure Communication Services, contact centers gain access to:

• Advanced AI-powered tools

• Compliance call recording capabilities

• Support for E911 (digital emergency call geolocation)​

These features enhance the reliability and effectiveness of customer support teams, reinforcing Microsoft Teams as a key platform for modern service environments.

New features in 2025 that elevate customer support

Microsoft is introducing new capabilities to strengthen customer support operations further:

• Call Queue App for Desk Phones: A dedicated app that enables agents to view and manage queues, monitor other agents, and access call history.

• Collaborative Call Assignment: Circular routing allows users to share lines and operate as a cohesive team.

• Multiple Notifications: Enhanced notification management for a cleaner, distraction-free interface.

• Daily Device Restart Window: Customizable reboot scheduling to reduce downtime.

• Background & Name Customization: Personalization options for Teams displays to strengthen brand consistency and create a more professional experience.

These updates demonstrate Microsoft’s continued commitment to improving Microsoft Teams for customer support through smarter, intuitive features.

Pricing & Availability

Starting April 1, 2025, Microsoft will update the pricing for Teams Phone to €9.40/user/month (with an annual commitment), up from €7.50. This reflects the added value of AI functionalities and the platform’s advanced call management features.

Integrating Microsoft Teams Phone with Dynamics 365 Contact Center marks a significant advancement in unified communication. Microsoft Teams for customer support consolidates voice, chat, and AI into one efficient platform. At modulus, we are ready to help businesses take full advantage of these innovations and elevate their customer support experience.