Microsoft Unify Model for Teams-Contact Center Integration: What Buyers Need to Know

Author: Irwin Lazar, President & Principal Analyst

In March 2025, Microsoft introduced the Unify integration model allowing third-party contact centers vendors to leverage Azure APIs to embed Microsoft Teams Phone calling services directly into their platforms. As of Sept. 1, 2025, the Unify model is generally available. This issue paper provides an overview of the Unify model, discussing how it differs from earlier Connect and Extend integration models, what vendors are supporting the Unify model, its capabilities, and how organizations should evaluate it.

Table of Contents

• Overview
• Microsoft Teams Phone- Contact Center Integration Drivers
• Teams Phone – Contact Center Integration Models
• Teams Phone Extensibility
• Integration Benefits
• Unify-based Solution Features and Capabilities
• Unify Model Vendor Support
• Conclusions and Recommendations
• Working With Metrigy