{"id":69777,"date":"2025-07-01T07:00:00","date_gmt":"2025-07-01T14:00:00","guid":{"rendered":""},"modified":"2025-07-10T06:30:07","modified_gmt":"2025-07-10T13:30:07","slug":"unify-communications-and-enrich-collaboration-with-ai","status":"publish","type":"post","link":"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/era-of-ai\/2025\/07\/01\/unify-communications-and-enrich-collaboration-with-ai\/","title":{"rendered":"Unify\u00a0communications and enrich\u00a0collaboration with\u00a0AI"},"content":{"rendered":"\n<p>In today\u2019s digital-first economy, meaningful human connection remains a top driver for innovation and business growth. Whether empowering hybrid teams or supporting frontline workers in industries like retail and healthcare, organizations thrive when communication tools enhance every interaction. By facilitating secure, seamless collaboration, businesses can build trust, strengthen customer relationships, and drive measurable&nbsp;impact.<\/p>\n\n\n\n<p>Unified communication solutions such as <a href=\"https:\/\/find.codeghost.online\/en-us\/microsoft-teams\/microsoft-teams-phone\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Teams Phone<\/a> can remove traditional barriers, like language and geographic dispersion, to help today\u2019s global workforce foster meaningful connections. By equipping employees with collaboration tools that prioritize flexibility and security, businesses are building stronger teams, driving efficiency, and enriching customer experiences with AI-driven capabilities.<\/p>\n\n\n\n<p>And it all starts with the power of a phone&nbsp;call.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><h4><a href=\"#s1\">Reimagining communication for a mobile, global&nbsp;workforce<\/a><\/h4><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><h4><a href=\"#s2\">Driving efficiency and resilience with cloud&nbsp;communications<\/a><\/h4><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><h4><a href=\"#s3\">Enriching the customer experience with the power of&nbsp;AI<\/a><\/h4><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><\/h2>\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile is-image-fill-element has-white-color has-black-background-color has-text-color has-background\" style=\"grid-template-columns:40% auto\" id=\"s1\"><figure class=\"wp-block-media-text__media\"><a href=\"#s1\"><img decoding=\"async\" src=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/wp-content\/uploads\/sites\/28\/2025\/06\/Converged-Comms_Image-2_1200x630-1024x538.webp\" alt=\"A woman wearing a headset and looking at a computer\" class=\"wp-image-69785 size-full webp-format\" style=\"object-position:46% 33%\" srcset=\"\" data-orig-src=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/wp-content\/uploads\/sites\/28\/2025\/06\/Converged-Comms_Image-2_1200x630.webp\"><\/a><\/figure><div class=\"wp-block-media-text__content\">\n<h2 class=\"wp-block-heading\" id=\"Reimagining-communication-for-a-mobile-global-workforce-1\">Reimagining communication for a&nbsp;mobile, global&nbsp;workforce<\/h2>\n<\/div><\/div>\n\n\n\n<p><br>Today\u2019s employees are no longer tied to a desk. A mobile workforce needs reliable calling and video solutions that empower staff to work from almost any location, with virtually any device. With Microsoft Teams Phone, employees can move seamlessly and securely between devices and formats, including chats, calls, and meetings, instead of juggling between multiple&nbsp;apps.<\/p>\n\n\n\n<p>For businesses with a regional or global footprint, the ease of collaboration is fostering new relationships and promoting a more cohesive workplace culture. <a href=\"https:\/\/find.codeghost.online\/en\/customers\/story\/1589953543770216444-SLB-energy-teamsphone\" target=\"_blank\" rel=\"noreferrer noopener\">Energy company SLB<\/a> uses Microsoft Teams Phone to facilitate communication between employees in more than 120 countries and in working environments ranging from corporate offices to operational locations in the Gulf of&nbsp;Mexico.<\/p>\n\n\n\n<p>\u201cSLB employees work in some very challenging environments, including remote areas of the world where it\u2019s not easy to establish communication,\u201d says&nbsp;Brett Walton, Global Infrastructure Services Manager at SLB. \u201cWe have used Teams and now Teams Phone to help us keep our employees well connected, wherever they&nbsp;are.\u201d&nbsp;<\/p>\n\n\n\n<p>By incorporating the generative AI capabilities of <a href=\"https:\/\/find.codeghost.online\/en-us\/microsoft-365\/copilot\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft 365 Copilot<\/a>, employees and customer service representatives can document and share insights from calls with the ease of a prompt. Imagine an employee who receives a call about a complex issue. The employee can use Copilot to capture the conversation\u2014freeing them from taking notes\u2014and receive an AI-generated summary to share with colleagues.<\/p>\n\n\n\n<p>Inclusivity and accessibility are defining principles for Microsoft. With translation services and accommodations for persons with disabilities, Microsoft Teams Phone and <a href=\"https:\/\/find.codeghost.online\/en-us\/microsoft-teams\/premium\" target=\"_blank\" rel=\"noreferrer noopener\">Teams Premium<\/a> create deeper interpersonal connections and lay the foundation for workforce innovation. The <a href=\"https:\/\/support.microsoft.com\/en-us\/office\/interpreter-in-microsoft-teams-meetings-c7efe2bb-535d-42ab-a5c4-d2d91619b46d\" target=\"_blank\" rel=\"noreferrer noopener\">Interpreter agent<\/a> acts as a translator in Microsoft Teams meetings, and participants with a Copilot license can listen to meetings in their chosen language. Interpreter listens to the spoken language in the meeting and translates it into another language in real time so that participants can collaborate effectively.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"discover-real-world-use-cases-that-empower-employees-on-the-go\">Discover&nbsp;real-world use cases that empower employees&nbsp;on the&nbsp;go&nbsp;<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Government entity <a href=\"https:\/\/find.codeghost.online\/en\/customers\/story\/22700-home-office-microsoft-365\" target=\"_blank\" rel=\"noreferrer noopener\">The UK Home Office<\/a> ensures all employees, including those with hearing disabilities, can fully participate in meetings through inclusive video communication<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Family-owned&nbsp;<a href=\"https:\/\/find.codeghost.online\/en\/customers\/story\/22688-berryessa-gap-vineyards-microsoft-365\" target=\"_blank\" rel=\"noreferrer noopener\">Berryessa Gap Vineyards<\/a>&nbsp;empowers&nbsp;its mobile workforce and enhances the customer experience with&nbsp;<a href=\"https:\/\/find.codeghost.online\/en-us\/microsoft-365\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft\u202f365<\/a>&nbsp;and&nbsp;Microsoft&nbsp;Teams<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about&nbsp;<a href=\"https:\/\/find.codeghost.online\/en-us\/microsoft-teams\/group-chat-software\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Teams<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/enhanced-teams-experience\" target=\"_blank\" rel=\"noreferrer noopener\">Teams&nbsp;Premium<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><\/h2>\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile is-image-fill-element has-white-color has-black-background-color has-text-color has-background\" style=\"grid-template-columns:40% auto\" id=\"s2\"><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" src=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/wp-content\/uploads\/sites\/28\/2025\/06\/Converged-Comms_Image-3_1200x630-1024x538.webp\" alt=\"A woman wearing headphones and using a computer\" class=\"wp-image-69786 size-full webp-format\" style=\"object-position:50% 50%\" srcset=\"\" data-orig-src=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/wp-content\/uploads\/sites\/28\/2025\/06\/Converged-Comms_Image-3_1200x630.webp\"><\/figure><div class=\"wp-block-media-text__content\">\n<h2 class=\"wp-block-heading\" id=\"enhancing-customer-service-human-resources-and-marketing-operations-with-generative-ai-1\">Driving&nbsp;efficiency and resilience&nbsp;with cloud communications<\/h2>\n<\/div><\/div>\n\n\n\n<p>Companies that move away from traditional landlines and desk phones are creating new opportunities to boost productivity, resilience, and security. And retiring redundant, on-premises landlines can help companies of all sizes realize significant cost savings while simplifying IT management. <\/p>\n\n\n\n<p>For example, midsize management consulting firm <a href=\"https:\/\/find.codeghost.online\/en\/customers\/story\/1716892514863292252-scottmadden-microsoft-teams-phone-united-states?culture=en-us&amp;country=us\" target=\"_blank\" rel=\"noreferrer noopener\">ScottMadden<\/a> is saving an impressive $7,500 every month using Microsoft Teams Phone compared with its previous solution. The company has also elevated its overall security posture with the built-in security of Microsoft Teams, including end-to-end encryption, retention policies, and audit logs.<\/p>\n\n\n\n<p>\u201cBy mandating the use of Microsoft\u2019s secure apps for accessing firm data, we\u2019ve significantly reduced the risk of data breaches and unauthorized access, providing peace of mind for both our firm and our clients,\u201d&nbsp;says Clinton Miller, Director of IT at&nbsp;ScottMadden.&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/find.codeghost.online\/en\/customers\/story\/1447017515502535319-rei-retailers-teams-phone\" target=\"_blank\" rel=\"noreferrer noopener\">REI Co-op<\/a>, a leading retailer of outdoor clothing, equipment, and services, used Microsoft Teams and Teams Phone to create a hybrid call center supporting a new business unit offering customers guided services for travel adventure. \u201cWe initially thought that we\u2019d have to set up a whole new contact center solution to manage incoming customer calls for this business, and then we discovered that Teams could do the job just as effectively,\u201d says Ted Fagerness, Manager, Voice and Video for IT Infrastructure Engineering, at&nbsp;REI&nbsp;Co-op.&nbsp;<\/p>\n\n\n\n<p>Consolidated, cloud-based communication tools are also driving increased resilience compared with on-premises systems. If a company\u2019s Private Branch Exchange\u2014a private network for managing internal and external calls\u2014is affected by a natural disaster, the company can\u2019t communicate by&nbsp;phone.<\/p>\n\n\n\n<p>By contrast, a cloud-based solution has built-in disaster recovery and empowers business continuity. With a high volume of emergency calls especially in their maternity department, <a href=\"https:\/\/www.verizon.com\/business\/resources\/customer-success-stories\/connecting-maternal-and-family-health-services\/\" target=\"_blank\" rel=\"noreferrer noopener\">Maternal and Family Health Services (MFHS)<\/a> needed a solution that ensured reliable, always-on connectivity. By choosing Verizon Mobile for Microsoft Teams, they gained the network resilience required to stay responsive in critical moments. This investment empowers their staff to deliver timely care and provides peace of mind for both providers and patients. \u201cYou can go to sleep at night knowing that if something happens, your users are still able to make and take calls, especially in an emergency,\u201d Henry Mues, Microsoft Teams Specialist,&nbsp;Verizon.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"explore-opportunities-to-realize-cost-savings-with-cloud-based-communications-and-ai\">Explore opportunities to realize cost savings with cloud-based communications and&nbsp;AI<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about&nbsp;<a href=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/era-of-ai\/2025\/03\/04\/enhancing-efficiency-with-ai-automation-and-insights\/\" target=\"_blank\" rel=\"noreferrer noopener\">enhancing efficiency with AI automation and&nbsp;insights<\/a><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Explore how Microsoft <a href=\"https:\/\/learn.microsoft.com\/en-us\/microsoftteams\/teams-security-guide\" target=\"_blank\" rel=\"noreferrer noopener\">security features<\/a> protect your&nbsp;communications<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><\/h2>\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile is-image-fill-element has-white-color has-black-background-color has-text-color has-background\" style=\"grid-template-columns:40% auto\" id=\"s3\"><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" src=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/wp-content\/uploads\/sites\/28\/2025\/06\/Converged-Comms_Image-4_1200x630-1024x538.webp\" alt=\"A man sitting at a table with a laptop and a man talking\" class=\"wp-image-69787 size-full webp-format\" style=\"object-position:5% 45%\" srcset=\"\" data-orig-src=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/wp-content\/uploads\/sites\/28\/2025\/06\/Converged-Comms_Image-4_1200x630.webp\"><\/figure><div class=\"wp-block-media-text__content\">\n<h2 class=\"wp-block-heading\" id=\"enriching-the-customer-experience-with-the-power-of-ai-1\">Enriching the&nbsp;customer experience&nbsp;with the power of&nbsp;AI&nbsp;<\/h2>\n<\/div><\/div>\n\n\n\n<p><br>Imagine a world where call center operations are no longer a pain point for customers or employees. Customer service representatives can harness AI for customer insights without moving between apps. And customers receive efficient, personalized services without waiting in long queues or experiencing multiple transfers to new representatives. It\u2019s already&nbsp;possible.<\/p>\n\n\n\n<p>Organizations already using Microsoft Teams Phone can streamline onboarding and simplify pricing by&nbsp;leveraging&nbsp;globally available capabilities such as Calling Plans, Direct Routing, and Operator Connect\u2014without the need to configure a new phone system. Now, they can extend these capabilities to agents working in Dynamics 365 Contact Center (currently in public preview). When customers choose to call, they can hear personalized product and service recommendations during wait times\u2014transforming hold time into an opportunity to deliver added&nbsp;value.&nbsp;<\/p>\n\n\n\n<p>Dynamics\u202f365 Contact Center also works seamlessly with existing customer relationship management software to give call center representatives personalized, AI-driven customer insights without closing the Microsoft Teams Phone interface. Autonomous, AI-powered agents can now manage full workflows, make decisions, and resolve issues for customers, reducing some of the administrative burden on call center representatives. Organizations can rebalance and unlock dynamic capacity by automating routine tasks while upskilling representatives to focus on high-value, human-led interactions that foster customer satisfaction and&nbsp;trust.<\/p>\n\n\n\n<p>According to a forthcoming commissioned Total Economic Impact\u2122 study conducted by Forrester Consulting, organizations that embrace Dynamics 365 Contact Center with Teams Phone extensibility are projected to reduce integration service fees and telephony consumption costs. These businesses could also cut the time they spend on infrastructure&nbsp;management&nbsp;<a href=\"https:\/\/techcommunity.microsoft.com\/blog\/microsoftteamsblog\/teams-phone-extensibility-for-dynamics-365-contact-center-and-certified-isv-solu\/4392046\" target=\"_blank\" rel=\"noreferrer noopener\">by at least 10%<\/a>. More importantly, customers and service representatives can enjoy a seamless, personalized experience that builds customer trust and&nbsp;engagement.&nbsp;<\/p>\n\n\n\n<p>Equipping your organization with seamless, unified communication solutions&nbsp;creates&nbsp;the personal connections that drive&nbsp;collaboration&nbsp;and customer trust.&nbsp;With&nbsp;its&nbsp;commitment to secure,&nbsp;integrated communication solutions, Microsoft&nbsp;can&nbsp;help guide or accelerate your communication&nbsp;revolution.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"learn-more-about-dynamics-365-contact-center-and-how-unified-communication-solutions-are-redefining-work\">Learn more about&nbsp;Dynamics\u202f365 Contact Center and how unified communication solutions are redefining&nbsp;work&nbsp;<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Explore practical tips and solutions for&nbsp;<a href=\"https:\/\/info.microsoft.com\/ww-landing-converged-communications-evolve-the-way-your-employees-collaborate-and-communicate.html?lcid=EN-US\" target=\"_blank\" rel=\"noreferrer noopener\">empowering employees with enhanced&nbsp;communications<\/a><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read more about&nbsp;Microsoft&nbsp;<a href=\"https:\/\/techcommunity.microsoft.com\/blog\/microsoftteamsblog\/teams-phone-extensibility-for-dynamics-365-contact-center-and-certified-isv-solu\/4392046\" target=\"_blank\" rel=\"noreferrer noopener\">Teams Phone extensibility for Dynamics\u202f365 Contact Center and certified independent-software-vendor&nbsp;solutions<\/a><\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Discover how AI is&nbsp;impacting&nbsp;customer service&nbsp;in our blog,&nbsp;<a href=\"https:\/\/find.codeghost.online\/en-us\/dynamics-365\/blog\/business-leader\/2025\/06\/03\/ai-powered-proactive-engagement-and-conversational-journeys-with-microsoft-dynamics-365-in-public-preview\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI-powered proactive engagement and conversational journeys with Microsoft Dynamics 365 in public&nbsp;preview<\/a><\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In today\u2019s digital-first economy, meaningful human connection remains a top driver for innovation and business growth. Whether empowering hybrid teams or supporting frontline workers in industries like retail and healthcare, organizations thrive when communication tools enhance every interaction. By facilitating secure, seamless collaboration, businesses can build trust, strengthen customer relationships, and drive measurable&nbsp;impact.<\/p>\n","protected":false},"author":771,"featured_media":69784,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1733],"post_tag":[1662,1917],"content-type":[1079],"coauthors":[790],"class_list":["post-69777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-era-of-ai","tag-ai","tag-microsoft-teams-phone","content-type-thought-leadership","review-flag-ai-dr-1722376028-338"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Unify\u00a0communications and enrich\u00a0collaboration with\u00a0AI - Microsoft in Business Blogs<\/title>\n<meta name=\"description\" content=\"Learn how a unified communication solution is saving businesses money and reimagining the customer experience with Microsoft in Business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/find.codeghost.online\/en-us\/industry\/microsoft-in-business\/era-of-ai\/2025\/07\/01\/unify-communications-and-enrich-collaboration-with-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Unify communications and enrich collaboration with AI\" \/>\n<meta property=\"og:description\" content=\"Consolidating legacy telephony systems into a cloud-based solution can enhance collaboration, operational efficiency, and the customer experience. 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