Microsoft Teams continues to evolve, offering new features that improve productivity and simplify workflows. One of the latest additions to the Microsoft Teams roadmap is the scalability of PSTN (Public Switched Telephone Network) calls through third-party application integrations. This feature is set to revolutionize call management by providing seamless access to contextual information without leaving the call interface.
What is PSTN scalability?
PSTN extensibility allows third-party developers to integrate their applications directly into the Teams calling experience. This means that during a call, users can access relevant data and tools from other business applications without having to switch screens or leave the call. For example, a customer service representative can view a caller’s order history or support tickets directly within the Teams interface, making interactions more efficient and informed.
Benefits of PSTN scalability
- Increased efficiency: By having all the information they need at their fingertips, professionals can manage calls more effectively, reducing time spent searching for data and improving response times.
- Improved customer experience: Access to contextual information enables more personalized and informed interactions, leading to increased customer satisfaction.
- Seamless workflow integration: Integrating business applications into the call experience ensures that all relevant data is easily accessible, simplifying workflows and reducing the need for multiple applications.
How it works
Developers can leverage this functionality to create custom integrations that bring additional context and enhanced capabilities to Teams calls. This can include CRM systems, support platforms or any other application that provides valuable data during a call. The integration process is designed to be straightforward, enabling developers to quickly add new functionality to enhance the call experience.
Application possibilities
Imagine a sales team using Teams for their daily calls. With PSTN scalability, they can access customer profiles, sales data and previous interactions directly in the call interface. This not only saves time, but also ensures that every call is as productive and efficient as possible. Similarly, support teams can view and update tickets in real time, offering faster and more accurate resolutions to customer issues.
Availability
This new feature will be available early 2025.
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Conclusion
The PSTN extensibility feature in Microsoft Teams is a major innovation for professionals who depend on calls as an essential part of their workflow. By integrating third-party applications, Teams users will be able to enjoy a more efficient, informed and fluid calling experience, ultimately leading to better results and improved productivity.
