Teams Phone Extensibility: Superior Attendant Console with Heedify

Introduction
We are thrilled to announce that Heedify is now officially certified for Teams Phone Extensibility (TPE)! This certification, following the general availability announced by Microsoft , marks a significant leap forward in our mission to deliver a seamless, powerful, and truly unified contact center experience within Microsoft Teams.

For our customers, this means the Heedify Attendant Console is now more integrated, intuitive, and efficient than ever before.

Solving the Core Challenge: The End of the Dual-Ring Problem

Historically, integrating a third-party Contact Center as a Service (CCaaS) solution like Heedify with Teams often relied on the "extend" model. While functional, this model had a critical pain point: the dual-ring problem.

In this model, when an inbound call was delivered to an agent, two separate endpoints would ring simultaneously:

• The native Microsoft Teams client.
• The Heedify Attendant Console.

This created confusion and friction. Agents had to juggle two different interfaces, answer calls in different places, and manage a disjointed workflow that hampered productivity and increased the chance of missed calls.

The TPE "Unify" Model: One Console, One Seamless Experience

The Teams Phone Extensibility framework introduces a superior approach: the "Unify" model. Heedify's TPE certification allows us to fully embrace this model, fundamentally changing how calls are handled.

With TPE, the Heedify Attendant Console becomes the primary and exclusive call handler. When an inbound call arrives for an agent:

• Only the Heedify console rings. There is no second ring on the native Teams client.
• The agent receives a single, clear call pop-up directly within the Heedify interface they are already using.
• They answer, manage, and conclude the entire call seamlessly from one place.

This unification creates an exceptional agent experience, streamlining workflows, reducing cognitive load, and ensuring no call is ever missed due to interface confusion.

See the Exceptional Experience in Action

Beyond Unification: Adding Immediate AI-Powered Value

A unified console is the foundation, but Heedify builds upon it to deliver immediate business value. Our TPE-integrated solution incorporates powerful, AI-driven features that transform call handling from a simple task into a strategic advantage:

• Real-time Call Transcription: Conversations are automatically transcribed as they happen, providing agents with live insights and assistance.
• Post-Call Summary & Analysis: At the end of each call, our AI generates a concise summary of key points, action items, and customer sentiment.

The true power is unlocked when this intelligence is synced directly to your CRM. This automatic enrichment of customer records ensures context is never lost, empowers supervisors, and provides a 360-degree view of the customer journey. For a deeper dive into how this works, explore our blog post on seamless CRM integration{:target="_blank" rel="noopener"}.

Conclusion: A Certified, Unified Future

Achieving Teams Phone Extensibility certification is more than a technical milestone; it's a commitment to providing our customers with the most robust and native experience possible on the Microsoft Teams platform.

The "unify" model solves longstanding integration challenges, while our AI-powered features deliver tangible ROI from the very first call. Together, they make the Heedify Attendant Console the most intelligent and efficient choice for modern businesses powered by Microsoft Teams.

Ready to experience the unified future of contact centers?
Contact us today for a demo and see how the certified Heedify solution can transform your operations.

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