Unifying UCaaS and CCaaS: Teams Phone Extensibility, Unify and Dynamics 365 Contact Center

Rick Garcia, EVP Product & Marketing at Momentum, discusses moving from simple workflows to AI‑assisted experiences in the Microsoft stack, from SMS agents to contextual insights across Teams data. Find out how ideas proven in tools can translate into Outlook, Power Automate and Copilot, and what's next as Microsoft brings advanced AI capabilities into the platform more quickly.Packaging practical AI texting workflows that sales teams can adopt immediatelyTranslating "bleeding‑edge" ideas from third‑party automation platforms into Microsoft 365Using Power Automate and Azure AI to build real business solutions beyond basic attendantsWhy unified Teams, email, chat and SharePoint data enables true contextual insightsThe path from BI metrics to actionable signals for leaders and product teamsThanks to Momentum, this episode's sponsor, for their continued support of Empowering.Cloud

Ilya Bukshteyn, Corporate Vice President for Microsoft Teams Calling Devices and Premium experiences, and Irena Andonova, who leads the Teams devices product team, discuss the latest in Microsoft Teams and AI Powered Workplace from Microsoft Ignite 2025.“Secure, Simple, Smart” -  URL protection, domain impersonation detection, and simplified threading and multi-tenant activity feedThe power of Work IQ and Copilot integration across chats, channels, calls and meetingsAmbient intelligence in Teams Rooms, including face and voice recognition for proper attribution in meeting transcripts and AI-powered note-takingTeams Admin Center AI for policy management using natural languageAI assistant in Teams Roomos Pro Management Portal for deployment, insights and estate management at scaleMicrosoft Devices Ecosystem Platform (MDEP) partnership to enhance Android device security, management and capabilitiesThanks to Ilya and Irena for their insights.

Listen to Sean Gilmour, Principal Product Manager Lead for Advance Calling - Microsoft Teams, and Pratichi Dash, Product Manager - Dynamics 365 Contact Center Voice and Conversational AI , explain Teams Phone Extensibility (TPE), Unify and how they enable a single, unified phone system across UCaaS and CCaaS.• What TPE is, how it works with Azure Communication Services, and why the Unify certification matters for a level playing field• How Dynamics 365 Contact Center uses TPE to reuse existing Teams Phone architecture and Operator Connect carriers• Coexistence with Azure PSTN/Direct Routing today, with Microsoft recommending TPE going forward• Practical AI today: agent-assist with summaries, translation and guidance, plus the roadmap towards intelligent IVR and smarter routing• Seamless call movement between Dynamics agents and Teams SMEs for faster resolutions across the organisationThanks to Numonix, this episode’s sponsor, for their continued support of Empowering.Cloud

Gareth Bleasdale, Senior GTM Manager: Modern Work and AI at Microsoft, explains what Copilot Chat is, how it differs from consumer AI, and practical steps to adopt it safely across your organisation.What’s included in the free Copilot Chat with Entra accountsSecurity and governance: enterprise protections, encrypted web queries, audit and e‑discoveryNew capabilities: unified history, memory and personalisation, in‑app chat in Word and Excel, GPT‑5 accessAdoption playbook for IT, business decision makers and end users, plus Microsoft‑funded programmes and resourcesWhere agentic patterns fit: web‑grounded agents on the free tier and pay‑as‑you‑go options for tenant‑grounded workflowsCheck out Gareth’s webinar on 17 November 2025Thanks to Landis, this episode’s sponsor, for their continued support of Empowering.Cloud

MVP Tom Arbuthnot shares all the latest Microsoft Teams and Copilot news and announcements in less than 15 minutes for November 2025.Many thanks to Landis for their continued support.PowerPoint DeckMicrosoft-OpenAI Partnership ChangesMicrosoft Earnings Numbers (FY26 Q1)Teams Mode for Microsoft 365 CopilotTeams Channel AgentsTeams Chat with Anyone1080p 4Mbps Town HallsCopilot Researcher with Computer UserMicrosoft Teams Rooms New FeaturesTeams Devices NewsEventsBriefingsCustomer and Agent Assist AI Demos in Landis Teams Contact Center and Attendant Console with Preston Martin and Shannon Martin, Account Exexutives at LandisMicrosoft Teams Pro Management Portal AI: What’s Possible Today and Roadmap with Alvin Tsou, Product Manager at Microsoft and Andrew George, Principal Eningeering Manger at MicrosoftUnderstanding Microsoft Teams Channel Agents: Use Cases, Features, Workflows and Demo with Sandhya Rao, Principal Group Product Manager, Teams Core AI at MicrosoftCopilot Agents, No-Code to Pro-Code Options - Paolo Pialorsi, Senior Developer Advocate at MicrosoftTeams Insider PodcastsHow IQVIA scaled 650 Microsoft Teams Rooms with Global Standards & Smart Operations with Andre Razzuri, Associate Director at IQVIAHow Partners can Accelerate Copilot Success – Wesley Budd, Partner Solutions Architect at MicrosoftThe Future of Meeting Rooms with Tormod Ree, Chief Product and Engineering Officer at NeatThe Importance of Standardisation: Rolling out Microsoft Teams Rooms to 450 Rooms Globally with Andrew Liptrot, Service Owner for AV and Workplace Technology at HaleonMaking Microsoft Teams Great on Mac, iPad and iPhone with Microsoft Engineering with Hari Krishna Reddy Juturu, Partner Group Engineering Manager at Microsoft and Avinash Prasad, Partner Director of Engineering at Microsoft

Hari Krishna Reddy Juturu, Partner Group Engineering Manager, and Avinash Prasad, Partner Director of Engineering, both at Microsoft, talk through the importance of the Apple Platforms, user experience and new features.How the team “sim‑ships” features across platforms while embracing earned, Mac‑native integrations like Menu Bar Extras, AirPods support, and native screen sharing.Why day‑zero readiness for new macOS releases matters, and how close collaboration with Apple plus early beta testing protects reliability and performance.The update stance: older Teams clients are actively blocked after three versions, with visibility and remediation via the Teams Client Health dashboard for IT admins.Advances on iPad including dedicated multi‑window for chats and channels, external monitor support, and keyboard workflows.CarPlay improvements for safer commutes: hands‑free replies, notifications that respect system focus modes, and a continued push toward voice‑first experiences as the platform evolves.Thanks to Crestron, this episode’s sponsor, for their continued support of Empowering.Cloud.

Andrew Liptrot, Service Owner for AV and Workplace Technology at Haleon, shares how a global estate is moving from traditional video rooms to Microsoft Teams Rooms with clear standards, fewer components, and stronger operations.Four room archetypes to match business outcomes: Meet, Create, Engage, and InfluenceConsolidation on a lean set of components, with emphasis on reliability, supportability, and lifecycleInternal design capability, visual room design, and partner delivery against agreed standardsGovernance and service maturity across policies, SOPs, and continuous improvementProactive monitoring and the push towards “self-healing” rooms at scaleBroadening from room uptime to overall digital employee experience, including booking, signage, and workspace tools

In this episode, Tormod Ree, Chief Product and Engineering Officer at Neat, shares his view on where meeting room technology is heading and how Neat plans to differentiate while staying simple and reliable for customers.AI across the experience: device-side media understanding, and platform features will move meetings from basic framing to experiences that adapt to the interaction in the room.Hybrid work isn’t solved: organisations still struggle to give remote participants equal presence for video, audio and collaboration. Rooms must support more than a “video window” and enable local, collaborative and mixed scenarios.Neat’s approach to scale: multi‑device architecture for larger and more complex spaces, companion devices like Neat Center, and an App Hub to use devices for more than meetings.Platform alignment without losing identity and partnership on Microsoft’s Devices Ecosystem Platform to improve quality, provisioning and integrations, while retaining Neat’s own innovations and simplicity focus.Thanks to Neat, this episode’s sponsor, for their continued support of Empowering.Cloud.

Wesley Budd, Partner Solutions Architect at Microsoft, explains how partners are driving real-world impact with Microsoft 365 Copilot.The role of partners in readiness, security, adoption and changeWhy agentathons are gaining traction and what they mean for Copilot StudioHow partners are using AI Builder and Copilot Studio to build tailored solutionsHow the Copilot Jumpstart programme is helping partners accelerate customer successOpportunities for partners to unlock business transformation with Copilot Thanks to AudioCodes, this episode’s sponsor, for their continued support. 

Microsoft Teams Monthly Update - October 2025Copilot Chat (free) in Office AppsUnified Copilot Chat in TeamsAgent Mode in Excel and WordTeams Channel AgentsAnthropic Claude Models Come to CopilotOffice Agent (Anthropic)Bring Consumer Copilot to Work?New Teams FeaturesTeams Devices NewsEventsThanks to Neat, this month's benefactor, for your support of Empowering.Cloud and the community.Note that this is an audio-only version of the update, so if you would like to see the accompanying slides, please watch the video version on Empowering.Cloud