Microsoft Teams Voice and Microsoft 365 Dynamic Contact Center Integration

Microsoft Teams Voice is increasingly becoming the foundation for enterprise telephony. Microsoft 365 Dynamic Contact Center capabilities are redefining how customer interactions are routed, managed, and analyzed.

In this session, we explore how Microsoft Teams Voice integrates with Microsoft 365 Dynamic Contact Center to deliver an end-to-end customer engagement solution. Attendees will learn how Teams Phone, Auto Attendants, and Call Queues integrate with digital channels, customer context, and AI-driven routing to support modern contact center scenarios.

The session will cover architecture, call flows, integration options, and real-world deployment considerations, including security, compliance, scalability, and reporting. We will also discuss common design patterns, licensing considerations, and migration strategies from traditional contact center platforms.

Key Takeaways

• Understand the integration between Microsoft Teams Voice and Microsoft 365 Dynamic Contact Center
• Learn end-to-end call and interaction flow architecture
• Identify real-world deployment and migration best practices
• Design scalable and secure contact center solutions on Microsoft 365