Outcome
AI-to-human hand-off with caller context works on the supported Teams path, and the separate builds are now one documented platform core with a roadmap to a full contact centre.
The problem
Microsoft’s Unify model for Teams contact centres builds on Azure Communication Services running over Teams calling, with AI in front. Over several projects I had built pieces of this: a voice gateway, a speech-to-speech agent path and a hand-off to Teams. They were separate builds, and agents picking up a call couldn’t see what the caller had already told the AI.
What I did
- Mapped the existing work against the Unify model to see what was already covered and what was missing.
- Got the AI’s view of the call (topic, summary, sentiment, account and CRM link) onto the agent’s Teams screen at hand-off, both for direct transfers and through call queues.
- Checked real billing data to work out the true per-call cost of the design.
- Brought everything together as one documented, unbranded platform core with a setup runbook and a gap list.
Result
A working core for a Teams-native contact centre on the supported Teams Phone path. The next layers are routing, the queue experience and an agent workspace.