Teams Phone extensibility for Dynamics 365 Contact Center generally available

We’re thrilled to announce today the general availability of Teams Phone extensibility for Microsoft Dynamics 365 Contact Center. This milestone marks the next chapter in our commitment to modernizing customer engagements and empowering organizations to deliver exceptional experiences at scale. 

The lines separating the unified communications as a service (UCaaS) and contact center as a service (CCaaS) markets are vanishing fast. As organizations accelerate their shift to the cloud, the convergence of these platforms is essential for modern service delivery. With Dynamics 365 Contact Center and Teams Phone extensibility, organizations can lead this transformation. When they harness the power of AI, automation, and unified data, they deliver faster, smarter, and more resilient customer service. 

“By consolidating our telephony on one platform with Teams Phone and Dynamics 365 Contact Center, we’re reducing complexity and improving operational efficiency. For example, our team is able to access customer data directly from Dynamics 365 without the need for additional integrations, and we’re able to simplify ongoing administration by standardizing on one phone system—all while taking advantage of Teams Phone enterprise features and its familiar management tools.” — Christopher Ehlo, Tech Lead, Sveriges Lärare 

Unified, seamless contact centers

Teams Phone extensibility for Dynamics 365 Contact Center is a cloud-native integration. It converges the front and back offices by bringing telephony into the heart of the contact center. In addition to unifying operations, it also simplifies telephony management, strengthens collaboration, and accelerates innovation. Now organizations can configure Teams Calling Plans, Direct Routing, or Operator Connect as their voice foundation. And they can do it within a single, unified CCaaS + UCaaS solution. This reduces silos and complexity, while extending the power of Microsoft’s collaboration and AI tools to every customer interaction. 

With Teams Phone extensibility for Dynamics 365 Contact Center organizations can: 

• Enable telephony for Dynamics 365 Contact Center users by utilizing existing Teams Phone licenses. 

• Take advantage of the extensive geographic reach of Teams Phone, with calling plans accessible in 36 countries, Operator Connect available in 96 countries, and Direct Routing offered worldwide. 

• Utilize the familiar Teams management interface and access additional Teams Phone features. 

According to a commissioned Total Economic Impact™ study conducted by Forrester Consulting¹, organizations using Teams Phone extensibility with Dynamics 365 Contact Center could see projected ROI and benefits PV as high as 345% and $3.5M respectively by year 3. Download the full report to learn more.  

¹Projected benefits for a composite customer. New Technology: The Projected Total Economic Impact™ Of Microsoft Dynamics 365 Contact Center with Teams Phone extensibility, Forrester Consulting, Casey Sirotnak, Jonathan Lipsitz, August 2025 

Learn more

To get started, read the documentation: Configure Teams Phone in voice channel | Microsoft Learn 

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