Teams Unify Integration Model for voice agents

This article provides an overview of how third party voice agents solutions can be integrated with Microsoft Teams and the solution providers participating in the Microsoft Teams Unify Integration Model for voice agents Certification program.

What is Teams Unify Integration Model for voice agents?

Microsoft Teams supports customer interaction work streams by acting as the hub for customer connections across its modes of communication including chat, video meetings, and calling. For some organizations, Microsoft Teams’ cloud calling capabilities, including auto attendant and call queues, meet their needs.

With this integration, voice agents bots can answer calls, provide information, authenticate callers, capture intent, and more. They can then seamlessly route calls to the appropriate Teams Phone destination—such as an Auto Attendant, Call Queue, individual Teams user or Contact Center live agent—while preserving the full caller context for the next person or endpoint that handles the call.

Teams Unify Integration Model for voice agents Certification Program

Certification Program verifies that each participating provider’s solution provides the quality, compatibility, and reliability they expect from Microsoft solutions.

Certified voice agents solutions

The following providers offer voice agents solutions that are integrated into Teams using Unify model.

Support boundaries

Microsoft supports voice agents solutions only from the certified partners. If there are issues, you must contact your voice agents partner first. If needed, the voice agents partner brings the issue to Microsoft through internal channels. Microsoft may reject support cases where a noncertified voice agents solution is used, or if investigation shows the issue is one that the partner can address.