Is there any specific model for integration with Microsoft Teams and Genesys Cloud?

Yes, Genesys Cloud requires the Connect model of integration. To use certified SBCs and Direct Routing to connect a contact center solution to Teams, you must use the Connect model. The presence integration leverages the Extend model.

For more information, see Integration models for solution providers in Microsoft documentation.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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