Connected Contact Center

What is a connected contact center?

A Connected Contact Center is a native contact center for Microsoft Teams. This naming has been defined by Microsoft itself, to differentiate solutions built natively for Teams from both contact center solutions integrating with Teams through a basic integration, and solutions built using Microsoft Teams APIs (it is not known when Microsoft will allow ISV to do so, so this letter option is not).

According to Gartner, only the connected contact center option can provide enterprises with smooth integration with omnichannel customer service applications.