Microsoft Teams has rapidly become a preferred communication platform for businesses worldwide. Initially recognised for its internal collaboration capabilities, it is now being integrated into customer service environments. Many organisations that already use Teams are realising the potential of expanding its functionality to include contact centre operations. With features such as auto-attendant, call queuing, call transfer, and historical reporting, Microsoft Teams offers a strong foundation. However, when paired with third-party contact centre solutions, the platform becomes a robust tool for delivering exceptional customer service.

To get the most from Microsoft Teams in a contact centre setting, it is essential to choose the right solution provider. A certified partner can extend Teams’ capabilities by enabling integrations with customer relationship management (CRM) systems, workflow automation tools, and third-party communication platforms. With the right approach, Teams can be transformed into a fully functional, scalable, and secure contact centre. 

Understanding the Integration Models

There are several integration models available when using Microsoft Teams as a contact centre. Each approach offers different levels of functionality, depending on business size, communication needs, and technical environment.

 1.The Extend Model

The Extend model is well suited for businesses that require a deeper level of integration without compromising on Microsoft Teams’ native capabilities. Using direct routing or Microsoft Calling Plans, this model retains Teams as the primary user interface while layering in advanced contact centre features from third-party solutions.

Voice quality remains high, with minimal latency, and security and compliance requirements are well supported. This model allows businesses to manage all call controls within the Teams environment while seamlessly integrating with CRM platforms, chatbots, and social media channels.

Ideal for organisations anticipating growth, the Extend model provides flexibility, allowing businesses to adapt quickly to changing customer service requirements. It also enables the addition of customised workflows and application-specific integrations, ensuring the solution aligns with internal systems and processes.

2.The Connect Model

The Connect model provides a lighter integration with Microsoft Teams via direct routing. Here, calls are forwarded from the Session Border Controller (SBC) to Teams, but the core call management occurs outside the Teams environment.

While this model allows for basic call handling and queuing within Teams, it does introduce some security considerations, as voice traffic may move outside Microsoft’s native environment. That said, it remains a cost-effective and efficient solution, especially for organisations focusing on voice-only communication.

The Connect model is ideal for businesses that do not require omnichannel capabilities or extensive integrations but want to maintain a simple and reliable customer communication setup.

 3.The Power Model (Emerging Concept)

The Power model represents a forward-looking approach. In this model, Microsoft Teams becomes embedded within a third-party contact centre application, creating a single, unified interface. Although this model remains largely conceptual, the goal is to deliver an all-in-one experience that combines collaboration and customer interaction tools within a single screen.

This model promises improved efficiency and usability by reducing the need to toggle between applications. As it evolves, it may become a strong option for enterprises seeking a highly integrated environment.

Microsoft Teams in Action Across Different Contact Centre Sizes
For Small Teams and Informal Contact Centres

Microsoft Teams is especially effective for smaller organisations or informal support teams. Without the need for extensive infrastructure or supervision, small teams can still manage customer communication efficiently using built-in features such as:

• Auto-attendants and Call Queues: Direct calls based on user input, ensuring customers reach the right agent.
• Routing to Teams Channels: Distribute calls through specific Teams channels to promote collaboration.
• Shared Calling: Allow agents to place calls using a shared caller ID from a central queue.
• Queue Management: Enable team leads or designated users to monitor call queues and adjust settings as needed.
• Dashboard and Reporting: Generate basic historical reports on call volumes, durations, and outcomes.

For Mid-Sized Contact Centres

For organisations that require integration with other systems—such as compliance recording or customer databases—Teams offers access to APIs that facilitate seamless connectivity. With the Extend or Connect models, businesses can incorporate cloud solutions, workflow automation, and CRM tools directly into their contact centre processes.

This makes Microsoft Teams an ideal solution for mid-sized companies looking for efficiency and ease of integration, without the overhead of traditional contact centre platforms.

For Large, Enterprise-Level Contact Centres

Larger organisations with high-volume customer interactions and omnichannel requirements can also benefit from Microsoft Teams. When paired with a certified third-party contact centre solution, Teams can support advanced features such as:

• Context-Aware Chatbots and Virtual Assistants: Reduce call volume and improve self-service success rates.
• Intelligent Routing: Direct customer requests to the most appropriate agents based on skills, availability, or historical data.
• Real-Time and Historical Dashboards: Provide actionable insights into team performance and customer trends.
• AI-Driven Co-Pilot Features: Assist agents during live interactions to improve resolution rates and agent efficiency.

Viva’s Contact Centre for Microsoft Teams

Viva’s contact centre solution for Microsoft Teams enhances customer service by unifying communication tools into a single interface. This reduces time spent switching between applications and boosts productivity. With intelligent call routing, queue management, and centralised reporting, agents can deliver faster, more efficient support.

The platform is designed for ease of use—for administrators, supervisors, and agents—while offering scalability, flexibility, and enterprise-grade security.

Whether you’re supporting a small customer service team or running a large, multi-channel contact centre, Viva’s integration with Microsoft Teams ensures your operations stay connected, collaborative, and customer-focused.