The way external solutions integrate with Teams determines how effectively employees
collaborate, how quickly customers are served, and how smoothly daily operations unfold.
Microsoft has defined three integration models for Teams telephony: Connect, Extend, and
Unify. Each model creates a different experience for agents and customers, but only Unify
delivers a truly native approach. With Heedify officially certified for Unify, organizations can
now eliminate long-standing compromises, simplify workflows, and enrich customer
interactions with intelligence.
The Connect Model
Connect was the first model for Teams telephony. It used Direct Routing to link external
telephony systems to Teams by assigning numbers and designing call flows. While
technically effective, it required complex deployments that resembled traditional telephony
projects rather than modern unified communications. Agents were forced to switch between
systems, which fragmented workflows and slowed productivity. Debugging was
time-consuming, and the experience lacked any sense of being native to Teams. Connect
opened the door to Teams calling but proved inefficient for organizations that wanted a
streamlined, scalable solution.
The Extend Model
The Extend model, based on Microsoft Graph APIs, represented a step forward.
Applications such as the Heedify console could run inside the Teams interface as tabs,
offering context and reducing some of the switching between tools. Extend scaled well and
became a practical solution for high call volumes. However, it introduced new frustrations.
Advanced media controls like recording, live transcription, or sentiment analysis were either
difficult or impossible to implement. The most disruptive limitation was the double-ring
problem. When a call arrived, both the Teams client and the attendant console rang at the
same time. Agents hesitated, customers waited, and receptionists handling constant calls
were under unnecessary stress. Extend worked but left significant flaws unresolved.
The Unify Model
Unify, powered by Azure Communication Services, changed the equation. Instead of
running Teams and external consoles in parallel, Teams delegates full call control to the
unified application. This means one console becomes the single and exclusive call handler.
When a call arrives, only the Heedify console rings. The agent receives a clear notification
inside the interface they already use, and the entire conversation is managed there from
start to finish.
This shift eliminates the double ring and removes confusion. Workflows become smoother,
agents focus entirely on conversations, and customers receive faster, more professional
service. By delivering a coherent experience, Unify not only simplifies telephony integration
but also creates the foundation for new possibilities that were out of reach with Connect or
Extend.
Heedify’s Certification
Heedify’s certification for the Unify model is more than a technical milestone. Certification
confirms that Heedify delivers an integration aligned with Microsoft’s highest standards. For
businesses, this provides confidence that the Heedify Attendant Console and Contact
Center solutions are robust, reliable, and future-proof.
Agents no longer think about which platform to use. They pick up calls, transfer them, or end
them within one workspace. This fluidity allows them to focus on the caller rather than on the
mechanics of the system. For receptionists and contact center staff, certification represents
the end of daily compromises.
Equally important, certification demonstrates trust. By choosing Heedify, organizations know
they are investing in a solution officially recognized for its quality and seamless integration.
This reduces deployment risks, shortens project timelines, and establishes a stable
foundation for communication.
Unlocking Intelligence
While Unify already improves efficiency, Heedify extends the value of the model with
powerful AI capabilities. Real-time transcription captures conversations as they happen,
giving agents immediate visibility into customer needs. Automated summaries create
concise records of each call’s key points and follow-ups, reducing administrative work.
Sentiment analysis provides insight into customer satisfaction during the call, helping
agents adjust their tone and supervisors track service quality.
The integration with CRM systems completes the picture. Transcripts, summaries, and
sentiment data flow automatically into customer records. This ensures continuity between
interactions, gives agents a complete view of the customer journey, and provides
supervisors with actionable insights. Every call becomes more than a task; it becomes a
source of intelligence that strengthens relationships and guides business decisions.
Business Value
The business implications of Heedify’s Unify integration are clear. Productivity rises
because agents handle calls more quickly and with less effort. Customer experiences
improve because conversations are smoother and more informed. Operational efficiency
increases as errors, delays, and missed calls are eliminated. The data gathered from every
interaction supports continuous improvement, feeding analytics that reveal trends and
opportunities.
By eliminating technical compromises, Unify turns Microsoft Teams into a true contact
center platform. Heedify ensures that every call enriches customer data, strengthens
relationships, and creates value for the organization. This transformation goes beyondtechnology. It empowers people to work better, faster, and more intelligently, while offering
customers a more reliable and satisfying experience.
Conclusion
The story of Teams integration has evolved from the complexity of Connect to the limited
functionality of Extend and now to the seamless intelligence of Unify. With official
certification, Heedify brings this journey to its conclusion. Agents gain clarity, customers
receive smoother service, and businesses unlock the potential of a truly native Teams
experience.
The double ring is gone. Context switching has disappeared. Fragmentation is replaced by
unity. With Heedify certified for the Unify model, organizations gain not only simplicity and
reliability but also the intelligence needed to turn every call into actionable insight. In today’s
landscape, where customer engagement defines competitive advantage, Heedify and Unify
together provide the foundation for lasting success.