What is the Unify Integration Model for Microsoft Teams?
Microsoft recently published the official name of their third and newest contact center integration approach: the “Unify Integration Model.” This was initially presented at Enterprise Connect with the introduction of “Teams Phone Extensibility.” Landis was a launch partner for this new technology and is currently in the process of certification for the Microsoft Teams Unify Integration Model.
Previously, contact centers for Microsoft Teams had two integration models to choose from: Connect and Extend, with a third option (initially called “Power”) expected on the horizon. This new third option, now officially named the “Unify Integration Model,” uses Teams Phone Extensibility as an important part of the technology.
Microsoft describes this on their “Contact center integration for Microsoft Teams” page as:
The Unify integration model enables solution providers to develop native Azure Communication Service-based CCaaS applications using Teams calling infrastructure.
This approach creates intelligent CCaaS solutions that enhance interactions between customers and contact center agents.
The Unify integration model extends Teams Phone system capabilities into CCaaS with the following resources:
- Azure Communication Services — call automation
- Azure Communication Services — calling software development kit
- OpenAI
- Other Microsoft tools
What are the features and benefits of the Unify integration model?
Matt Landis, founder at Landis Technologies, has noted that some of the benefits of the Unify Integration Model (previously referred to as “Teams Phone Extensibility”, or perhaps, informally, as “Power Model”) include:
- ACS: Easily provide a way for ACS (Azure Communication Services) to be available in Microsoft Teams via Resource Accounts.
- Dual Persona: The ability to have calls to/from ACS applications to only ring/alert the Teams CCaaS identity. This allows vendors to route calls to ring/alert their custom CCaaS client without ringing in Teams.
- Artificial Intelligence: Improved support for AI in various ways. A newer API where AI is more of a first-class citizen and provides a framework to more easily use it.
Additional resources
For more information on the Microsoft Teams Unify Integration Model, check out this previous Landis content:
- In this interview with Tom Arbuthnot at Enterprise Connect 2025 we cover the differences between the Microsoft Teams Extend Contact Center certification and the new Teams Phone Extensibility.
- Listen to the podcast we did at Comms vNext 2025 about the Unify Integration Model: “Why You Need to Know About Teams Phone Extensibility“
- Landis Press Release on Teams Phone Extensibility.
You can also read about Microsoft Teams Phone Extensibility on the Microsoft Community Hub.
When will the Unify integration model be available?
ISV application for certification have opened recently. Microsoft General Availability for the Unify Integration Model is expected mid-summer 2025.
Contact Landis for a demo of Landis Contact Center for Microsoft Teams using the Unify Integration Model.
