Microsoft Teams Enhances PSTN Call Extensibility, Enabling Access to Additional Apps During Calls
Microsoft Teams is set to enhance the PSTN calling functionality significantly, allowing users to not only engage in calls but also access pertinent contextual information and insights without having to exit the call interface.
This development enables third-party application developers to modify their applications for seamless integration within Teams. Essentially, users can access and utilize any compatible app right during their calls.
The technology firm from Redmond is introducing this innovative capability across all platforms, including Desktop and Mac, to streamline user workflows.
According to a recent update on the Microsoft 365 Roadmap, this enhancement will improve efficiency for customer-facing roles, notably in customer support environments, providing them with valuable insights.
Furthermore, the extensibility feature for PSTN calls in Microsoft Teams can be leveraged by developers to incorporate their applications and introduce new functionalities to enhance the calling experience.
This exciting capability is scheduled for release in January 2025.
Previously, Microsoft had introduced similar offerings for Teams users engaged in customer-facing roles. Earlier this year, they unveiled Copilot for Sales, an AI-driven assistant designed to help professionals deliver more informed advice to clients.
The combination of these new features, along with the PSTN extensibility set to launch in January, is anticipated to significantly bolster customer support operations.
By enabling third-party application developers to enhance the PSTN calling experience in Teams with contextual data, users will thrive on the availability of relevant information without leaving their ongoing calls. This integration enriches both context and workflow within call experiences, ultimately equipping customer-facing professionals with immediate access to data from business applications and enhancing efficiency. Developers can utilize this functionality to add new features to calls.
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