Login
13813
Help Center Get in touch
VoIP
Cloud Phone System
mMP

Not sure what you need?

Find an ideal solution for you

Start Now
By Size
By Industry
By Need
Find an ideal solution for you

Not sure what you need?

Find an ideal solution for you

Start Now
Find an ideal solution for you

Not sure what you need?

Find an ideal solution for you

Start Now
Find an ideal solution for you

Not sure what you need?

Find an ideal solution for you

Start Now
Find an ideal solution for you

Not sure what you need?

Find an ideal solution for you

Start Now

Table of contents

Table of contents

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

    Share this on
    Microsoft Teams Phone & Dynamics 365 Contact Center: What is it and how does it work?

    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. This Microsoft approach is transforming the way contact centers operate by leveraging modern technologies and expanding business capabilities.

    At modulus, we closely monitor these developments and show you how this integration can enhance your customer communications and elevate the overall customer experience.

    A unified experience of voice, chat, and SMS, leveraging existing licenses with advanced communication capabilities for modern contact centers.

    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.

    Upgrade Your Business Communication Today

    Start Now

    Featured Content

    Frequently asked questions

    Microsoft Teams Phone is Microsoft's business telephony solution that enables organizations to make and receive phone calls directly within Microsoft Teams. It combines calling, collaboration, and communication management in a single platform.

    The integration enables businesses to manage voice calls, chat, SMS, and customer interactions from a unified environment. This helps contact center teams deliver more efficient and consistent customer service experiences.

    Yes. When combined with Dynamics 365 Contact Center and supporting integrations, Microsoft Teams can function as a full-featured contact center platform, providing call routing, queue management, reporting, and omnichannel communication capabilities.

    AI technologies integrated through Azure Communication Services and Microsoft AI tools can automate workflows, analyze conversations, improve call routing, provide agent assistance, and deliver real-time insights to customer service teams.

    A Microsoft Teams Contact Center provides unified communications, improved agent productivity, enhanced customer experiences, streamlined omnichannel interactions, and access to advanced AI-powered capabilities within a familiar Microsoft environment.

    Traditional contact centers often rely on separate communication and customer service platforms. A Microsoft Teams Contact Center unifies voice, chat, video, and customer engagement tools into a single ecosystem, simplifying management and improving collaboration.

    Yes. Because it is cloud-based, agents can access communication and customer service tools from anywhere, making Microsoft Teams Contact Center an ideal solution for hybrid and remote work environments.