Talkdesk Microsoft Teams Connector breaks down collaboration silos within your organization and promotes teamwork and knowledge sharing between your Agents and Subject Matter Experts (SME) to solve customer questions faster, increase productivity, reduce customer effort, and improve customer satisfaction through first contact resolution.
For more information, please visit our documentation.
June 9, 2025
On Monday, June 9th, 2025, we will release the following feature for Talkdesk Microsoft Teams Connector™:
New:
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Apply Filters to Directory Sync: This feature provides Talkdesk Admins with enhanced controls or filters to exercise fine tuned choices over directory import. This release leads to improved customer privacy while also lowering potential security concerns, in terms of scale and processing. This is an improvement to Directory sync available to our customers. Filter on the MS Teams contact import can be done at the following levels:
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- User Based Filter: Imported contacts can be filtered based on user attributes exposed by Microsoft Graph API.
- Group Based Filter: Imported contacts can be filtered based on group filter parameters as per Microsoft Graph API.
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Notes: Administrators can use either User-based or Group-based filters at a time.
November 21, 2024
On Thursday, November 21, 2024, we will release the following features for Talkdesk Microsoft Teams Connector™:
New:
- Presence synchronization: With this feature, administrators can manually enable or disable presence synchronization for users who are configured as Talkdesk Agents and have a corresponding Microsoft Teams account. Administrators can decide whether presence synchronization is unidirectional or bidirectional and define custom presence status mapping rules. Additionally, administrators can enable or disable presence synchronization at a user level.
- Reduction in the number of virtual users: This feature reduces the number of virtual users (connections) that need to be configured on Talkdesk for presence lookup and synchronization.
July 12, 2023
On Wednesday, July 12th, 2023, we will release the following feature for Talkdesk Microsoft Teams Connector™:
New:
- Show Microsoft’s Teams user’s status in the Colleagues tab: see your colleague’s status on Microsoft Teams within the Colleagues Tab in the Contacts App. This way, you know who is available to help with a customer query.
Note: Status is not updated in real-time. You can use the Refresh Status button to update colleagues’ status when necessary.
For more information, please check our documentation.
March 31, 2023
On Friday, March 31st, 2023, we will release Talkdesk Microsoft Teams Connector™.
Talkdesk Microsoft Teams Connector breaks down collaboration silos within your organization and promotes teamwork and knowledge sharing between your Agents and Subject Matter Experts (SME) to solve customer questions faster, increase productivity, reduce customer effort, and improve customer satisfaction through first contact resolution.
What’s included
- Teams Directory Integration: Import and sync your Microsoft Teams users into Contacts under “Colleagues”, allowing your Agents to search, find, and click-to-call SMEs who are on Teams from within Talkdesk CX Cloud™.
- Direct routing: Provides secure & encrypted SIP trunking between Talkdesk CX Cloud™ and Teams for on net seamless transfers and consultations between your Talkdesk Agents and SMEs.
- Alerts & Notifications: Ensure critical business events and relevant contact center insights are delivered to the right employees at the right time by automating alerts & notifications in Microsoft Teams, straight from Talkdesk.
How to Access / Install
This product requires additional licensing. Enablement and setup are conducted by Talkdesk.