Microsoft announces a change in the integration model from Power to Unify for contact centers certified for Microsoft Teams. This change is designed to deliver a more seamless and integrated experience for users of these solutions. Certified contact centers will now be able to take advantage of Unify’s advanced features to improve the management of their customer interactions. This change is part of Microsoft’s strategy to strengthen the ecosystem of solutions compatible with Microsoft Teams. Time to update my slide below 😉
Why Unify?
The choice of the name “Unify ” is not insignificant. It reflects Microsoft’s vision of creating a platform that brings together and harmonizes all aspects of contact center management. Unify embodies the idea of convergence and synergy, where every interaction, every piece of data and every process is seamlessly integrated to deliver an optimal user experience.
The benefits of Unify
The rebranding to Unify brings with it a series of enhancements and new features that will transform the way contact centers operate:
Seamless integration: Unify offers seamless integration with Microsoft Teams, enabling contact center agents to manage communications directly from Teams. This integration simplifies processes and reduces response times, improving customer satisfaction.
Advanced Artificial Intelligence: Thanks to AI powered by Copilot, Unify offers chatbot and IVR (Interactive Voice Response) configuration tools that automate and optimize customer interactions. Agents can focus on higher value-added tasks, while AI handles routine queries. Developers will be able to use call automation APIs to leverage AI-powered tools, deliver personalized greetings, recognize conversational voice input and use sentiment analysis to improve customer service.
Go-to-market strategies: Unify is designed to adapt to the specific needs of each company. Whether you’re a small business or a large organization, Unify offers scalable solutions that can be customized to meet your requirements.
Networking opportunities: By adopting Unify, companies have the opportunity to connect with industry leaders and discover new business opportunities. The events and roadshows organized around Unify are ideal opportunities to exchange ideas and establish strategic partnerships.
Conclusion
Power’s rebranding to Unify is much more than just a name change. It’s a profound transformation aimed at improving efficiency, responsiveness and customer satisfaction in contact centers. I don’t know about you, but I’m really looking forward to seeing how ISVs (Independent Software Vendors) will use the Unify model to revolutionize the way we work and communicate with Teams. When Microsoft announced the extensibility of Teams Phone at Enterprise Connect 2025, they backed it up with a diverse range of ISV solutions, including Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis and Luware, enabling businesses to choose the best solution for their specific needs while enhancing their telephony setup and taking full advantage of the power of Teams Phone and Azure Communication Services.
