Tom Arbuthnot: Welcome back to the Teams Insider Podcast This week, a hot topic. We are talking the unified certification and Teams Phone Extensibility. We've got the Dynamics 365 contact center perspective with Pratichi, and we've got the Teams Phone perspective with Sean. We explain what unify is, what Teams Phone extensibility is, and also what the future is of those integrations and where is the fit for ecosystem partners?

Where's the fit for Dynamics 365 contact center? Really great conversation. Thanks to Sean and Pratichi for jumping on the pod and also many thanks to Numonix who are the sponsor of this podcast. Really appreciate their support. On with the show. 

Hi Everybody. Welcome back to the podcast. We've got a really hot topic this week.

We're talking teams, phone extensibility. We're talking how that relates to the ecosystem partners, how that relates to Dynamics 365 contact center. Uh, we just did a, recently did a teams five side chat that we had a lot of conversation around teams, phone ability and Dynamics three six five contact center.

Say we thought it would make a good pod conversation. Um, maybe I could start with Petit, where you could introduce yourself. 

Pratichi Dash: Sure. Thanks Tom. Uh, hi everyone. My name is Pratichi Dash. I'm a product manager on Dynamics 365 contact center team, and I have been driving the teams for an extensibility from the contact center side of the house.

Glad to be here. 

Sean Gilmour: Awesome, thanks. And Sean? Yeah, sure. Um, I'm Sean Gilmour. I'm a product manager lead, uh, on the teams client side. And my team does a lot of work around, uh, B2C communications and I am looking in helping out with the, the TPE integration on the teams client side and, uh, some on the service side.

Tom Arbuthnot: Awesome. So we've got two right people. I feel like there's, there's lots of different questions. Some of 'em get aimed at the Dynamics team. Some of 'em get aimed at teams and Teams Phones, so it's great to have you both on, on the pod. So thanks for that. So, so I guess we should start at the top, like. Teams Phone extensibility kind of was announced, the unified certification was announced.

Mm-hmm. And Dynamics 365 obviously was announced before that as being kind of Microsoft's context into motion. Sean, can we start with Teams Phone extensibility? Can you explain kind of what it is and, and how it works? 

Sean Gilmour: Yeah, absolutely. So, you know, um, we are constantly in conversation with. Both our partners and with our, um, customers around how they use phone and how their sort of systems are evolving.

And one of the third things we've heard loud and clear is. Hey, we're really excited about the ability to, you know, work with our contact centers, either within teams or outside teams with our current, um, models of extend and connect. But what we really like to do is unify our phone system. We prefer that we had one sort of unified phone system, but the folks who needed to work in, uh, contact center space could work in the contact center space.

And the folks that want. If they needed to work in Teams, could work in Teams, but the administration, the management was all in a single source. Um, and you know, so having heard that over and over, we started an initiative to extend Teams Phone out to, um, other clients, which is new and novel for us. We've never really done.

That and the depth that we're talking about doing with TPE, um, with that goal of delivering that sort of unified Admin experience for the phone system. So shared policy, emergency calling support, things of that nature. Um, and in doing so, we sort of brought that into the certification space as the unified model, um, which, you know.

Folks that have followed us on this journey know that for a very, very long time, we had three models. We had connect extended power and power is always the promise integration of ACS into Teams Phone. Um, unify is the sort of successor to the power model. It is powered by ACS. Um, it allows that sort of deep rich connectivity that a number of our partners have used and built on top of.

Um, but leveraging Teams phone as the calling service. 

Tom Arbuthnot: Awesome. That helps clarify kind of the two things. 'cause they, they, one came out, then the other came out and it's like, oh, these are different words for the same things. But TPE is kind of Yeah. The, the, the technology layer of what's possible. And then mm-hmm.

Two, certify as unify means you put your contacts into, through the certification. Say you are, you're doing all the things with those with, with ACS and with the, the APIs and the SDK. 

Sean Gilmour: Exactly. And, um, you know, we've had a a, a good adoption, you know, we, we've, um, gotten through certified partners like Landis and Edify and audio codes, and we have more in the pipeline that have embraced this.

Um, you know, as we said, we talk with a lot of customers and also talk with our, our ISV partners, um, including the Dynamics team, um, about what the need was here. And it was sort of loud and clear, Hey, we wanna streamline our, you know, administration of phone. We, we want to use and leverage Teams Phone and investments made there, you know, figure it out, Microsoft.

So we figured it out and now we're off and running, which is great. And to your point, TPE is really, um, a bit of what we can do longer term and, and opens up other avenues and I'm sure we'll talk a little bit more about that later. 

Tom Arbuthnot: Yeah. I wanna loop into kind of 'cause it, because it's, it's, it's not called Teams Phone contact center extensibility, which is interesting.

So, uh, mm-hmm. Yeah. We'll, we'll I'll loop back to kind of, uh, some, some roadmap stuff, which might be interesting. Yeah. You, you made the perfect transition to Pratichi and, and Dynamics 365 context into them because. Obviously when that launched, it was using, uh, as Azure direct routing. You had to kind of provision your own numbers, do your own trunks, like that was the kind of first approach.

Um, and I guess this was a great opportunity to kind of work alongside the teams team to take the benefits of that single platform, consolidated story. 

Pratichi Dash: Yep. Yep. Absolutely. So, uh, just to recap a little bit, we launched, uh, CCaaS 365 contact center in market last year, over a year ago. And, uh, we have always thought of it and positioned it as our AI first cloud native contact center with omnichannel capabilities.

Uh, but when it comes to telephony, we were supporting it through Azure Communication Services. We supported direct offer and direct routing. Connectivity through Azure Communication services. But as Sean was mentioning, um, earlier, we have repeatedly heard this feedback from the market and signal from the market that, hey, we want to unify our UCaaS and CCaaS and we want a single phone system that we can replicate across our different stacks.

So, uh. Teams Phone extensibility with Dynamics 365 contact center. That's, uh, sort of a natural progression to what the CCaaS and UCaaS wall looks like in the AI first era. And, uh, like I mentioned, we released that last year and then we have. Ever since we have been working on unifying and supporting teams phone extensibility for Dynamics 365 contact center.

So, um, you know, just imagine a scenario, right, where you have already established your team's phone architecture for your internal communication and UCaaS purposes, and you don't have to repeat and reestablish the whole tech stack just for your contact center per. Purpose. And now, you know, that is all being possible through Teams Phone extensibility.

So that's how the vision has shaped in collaboration with IC3 teams, Sean's team, um, and, uh, we launched Teams Phone, uh, extensibility for Dynamics contact center this summer in August. And, um, you know, clearly there is huge market signal and huge, um, you know, like feedback from the customer and partner base that this is of higher, uh.

Value. 

Tom Arbuthnot: Yeah, I think it's a big thing for deployment, isn't it? You've got the, all the operator connect partners already established. So trusted partners with, with backend integration, you know, um, 115. Now it's up to, so really good plethora of carriers. Obviously, many, many more carriers support direct routing or direct routing as a service.

Everybody understands that stack up and down. Yeah. Whereas the Azure direct routing, even though it's technically similar, it's like, oh, I've gotta provision a second set of. SBCs virtual, physical set, set, a second set of trunks. So it was just another ask. I know we, um, I, I've done a couple of those. I know it's like, it's, it's not that a million miles away from direct routing.

Right. But it's just another thing that you just don't want to have to support and do if you don't have to. 

Pratichi Dash: Yeah. I think that's definitely a. Big Uplevel for contact center customer base because, uh, they have partnership with their operators, uh, through Teams Operator Connect, and now they can repurpose the whole setup and relationship and, uh, you know, like, uh, replicate that in contact center, uh, telephony.

So definitely a big uplift from, um, just direct routing or direct offer supportability for PSTN. 

Tom Arbuthnot: And, and will direct, uh, direct Azure PSTN and, and Azure Direct routing. Will that move away and you'll be 

exclusively kind of TPE Unify? Is that the plan? Yeah, so I have, I mean, um. 

Pratichi Dash: We have always planned for both to coexist, um, until at least the next foreseeable future, but we are strongly recommending and positioning teams for an extensibility as our recommended voice solution for obvious value.

Add to customers as well as to, you know, the businesses. Uh, and we'll talk about that probably a little bit later in this conversation. Tom would love to highlight some of the, um, you know, research that we have done with market and some of the value propositions that we have uncovered for that. But to answer your questions, yeah, I mean, we would continue to support coexistence, however, we would highly recommend, uh, the prospects and customers to evaluate teams for an extensibility.

As their primary telephony solution. 

Tom Arbuthnot: Awesome. And you mentioned on the fireside chat, which is really interesting to me, is you are going through certification of unify in the same way as the ecosystem partners do. So like the, the, it really is the, the same platform, the same certification, like the, like, it's not like you have a kind of inside track that you get things that the ecosystem doesn't.

Pratichi Dash: Well, I mean, yes, we had a hard negotiation. We tried, but I think this is, this is, I think, uh, uh, fair, right? Like we also wanted to make sure that there is a, you know, level playing field here. And yeah, why not? We have been following the same, um, you know, implementation standards, same integration components, and it.

Absolutely makes sense for us to be in that certification space as other TP vendors. So the certification process is, uh, in progress and we hope to make some, um, announcement around that pretty soon. 

Tom Arbuthnot: I love that because I, it holds it like, it, it holds a standard and also it says there's obviously been a lot of conversations with partners about like, is there gonna be like special ACS capabilities for the Dynamics team?

But not at all. I guess Sean, you can probably Nope. Say there will not authoratively like it's, um, like, but that, that means all the investment Microsoft are making in the Dynamics three five contact center. If that team want a feature, the that's gonna push the ACS and the IC3 team and the team's phone accessibility, all that stuff is just gonna grow because of the, the kind of the dynamic story as well.

Sean Gilmour: Yeah, absolutely. Um, yeah, it is important for us, you know, Microsoft has, you know, longstanding as a platform company and one of the important sort of fundamentals of a of a. A platform company is that you sort of have a level playing field that everyone sort of adheres to the same set of rules and the same parameters, and so that's why for us, certification is critical and having the same bar for everyone.

Is also critical. And yeah, we, we talk with, um, the dynamics folks all the time. They're one building over from us on a campus in Redmond. Um, we also talk a ton with our partners, um, out, uh, in, in our larger ecosystem, and we evaluate a lot of the features based on what the larger need is. And of course, you know, the beauty of something like TPE is all of these ISV customers are our customers.

And so we also get direct line from those customers around what they'd like to see. What's missing, you know, Hey, why do I have to have compliance recording set up in two separate. Ways across contact center and teams, um, you know, can you streamline more of the Admin, Admin and management, you know, when are you gonna support additional sort of features in the, the Teams phone space and expand them into TPE.

And so those are great conversations for us to triangulate and figure out where we invest and how we go forward. 

Tom Arbuthnot: That's awesome. Uh, and uh, there's CX is a huge space, right, with a huge set of customers with all different scales and requirements and stuff. So there's definitely, uh, room for all sorts of innovation, both from the Dynamics team and from, from the partners, I guess.

Sean Gilmour: Yeah, absolutely. Tons and tons of different, uh, different things that are coming along and, you know, from different views on AI and, and things of that nature. And maybe pr you, if you have a little view on, yeah, that was great. Think about that. 

Tom Arbuthnot: Yeah, like it'd be, it'd be good to think like where would you say your positioning is?

PR and what have you found success with in 

terms of the Dynamics 365 contact center proposition. 

Pratichi Dash: Yep. Sure. So, um, I think I'd like to tackle it from two different angles. Uh, Tom, especially for the, uh, voice customers who have been with us for a long journey, you know, when we were even like omnichannel, right?

Tightly coupled with our CRM product. Now we are, uh, uh, decoupled standalone CCaaS contact center product where. The customers do not have to depend on dynamic CRM to use our contact center solution. So that was like the first step forward in uh, making contact center solution as our primary, you know, offering in the omnichannel space.

Uh, uh. In, in on behalf of Dynamics team. So, um, that was one aspect, right? That was the first step. And then we went ahead and we made tons of enhancements on how to reimagine the whole contact center space in the AI centric world. So we have our first party IVR solution. We call it voice agent. Um. You know, that's for the autonomous end-to-end contact center support, uh, with fully self-serve loop.

So we are, uh, investing a lot into that space. Um, you know, just bringing a lot of enhancements in how to make that conversational AI efficient, uh, not just in terms of the conversational quality, but uh. Paying a lot of attention to performance, quality of service, you know, uh, supporting customers at scale.

So all of those aspects have been on the forefront of how we have been re-imagining contact center, uh, right. That is one aspect. And the second thing I would like to highlight again. The Teams Phone extensibility, the whole idea and vision around making it simpler, making it more cost effective, and uh, meaningful to the customers who already have teams and who want to onboard into dynamics.

So streamlining the product vision from like. What's next Gen contact center is gonna look like, both from feature perspective in terms of AI rich capabilities, uh, and also in terms of how to streamline your infrastructure, how to streamline your, you know, um, you know, different investments that you have into business buckets.

I think those two have been the primary focus for Dynamics 365 as a product, um, in the contact center voice space. 

Tom Arbuthnot: Yeah, it's, it's, it's an exciting time to be a relatively fresh platform into the CX space with all the AI stuff coming, and obviously there's few players that have the level of investment that Microsoft have in AI and infrastructure and, and that, so I, I, I'm so excited about the potential of, of that, and again, what that brings to the teams and Teams Phone story and to the CX and to the.

ACS kind of platform story. I think we're only at the very beginning. You'd like things like those voice agents and getting in the media streams and also the insights we can pull from that data as well, because now we can make sense of it at scale. 

Pratichi Dash: Just wanted to mention one thing, right. I think, uh, that's definitely a highlight to have a self-serve loop through advanced AI capabilities, but we have a ton of investment on how to make the productivity better for our human agents, like Copilot on the side, multiple, um, AI capabilities to assist them.

Summary conversation, summary, translation, et cetera. So all of those capabilities I think is definitely, um, uh, differentiated in my opinion. 

Tom Arbuthnot: Yeah. And, and that, that's the reality where I see most customers are with AI in, in the contact center as well at the moment, to be honest. Like, like everybody's excited or interested about the potential to do the kind of full, full service or the handoff, but actually.

Some of the massive pain points in contact center are agent turnover, agent training costs, so yeah, any kind of, uh, you know, bubbling up the right answer proactively for the agent or coaching them or training them. Um, and that's a very, um, relatively safe way into the AI world, right? You've still got the human, not, not only in the loop, but like controlling the loop in the sense of like, if the thing bubbles up a, a slightly the wrong answer, the human can still make sense of it.

Sean Gilmour: Yeah, absolutely. I mean that's, I think that's one of the critical pieces to teacher's point, like, you know, humans being augmented and being helped by, um, AI is really a big part of what the future looks like. Um, and something that, you know, can also be sort of applied as we think about the way sort of TPE rows and, um, allows for the ci sort of deeper integration of, of intelligence, uh, both.

In sort of smart routing solutions that could be, you know, engaged in there, getting it to the right person, ensuring things like context flow between, um, agents if calls are handed off. Um, and that data is available to, you know, AI to also process and ingest and, you know, provide real time answers and, um, solutioning that helps augment those calls.

Tom Arbuthnot: Awesome. And so, uh, again, unify is a certification. So you take your solution, you bring it to Microsoft. Mm-hmm. You run through the certification breaks, but teams around extensibility is a set of, is it APIs, and SDK? Like, like there's a thing that people can get to and play with before they're certified and could absolutely do other things with 

Sean Gilmour: Potentially, yeah.

Yeah. I mean, effectively what we're building is sort of the, the ability to move calls between. Teams Phone endpoints. So, you know, leveraging the ACS stack, um, to sort of say, Hey, I want calls routed, you know, for this endpoint to Dynamics and Dynamics can, at the same time, you know, given that everyone's an M365 user.

Quickly look up a subject matter expert on Teams and bring them into the call or transfer the call to them. Um, and that sort of ability to sort of move calls through the system is really one of the sort of in inherent sort of beauties of that. It, it is gonna allow us to sort of further expand, like you said, there's unify, which is the sort of contact center focus.

And as we look to the future, we look at the ability sort of. As you move these calls through these different systems, that there's a multitude of endpoints that you could have supported by team's phone, right? You could potentially think about intelligent IVR, third party intelligent IVRs that can fan out calls based on need to A CCaaS endpoint or a UCaaS endpoint, um, you know, auto attendance.

Um. You know, and, uh, attendant consoles, um, and things we haven't necessarily even thought of that could potentially sort of manage these sort of call flows, um, and land them wherever we want. We really see TPE is, is something of a better together story, um, leveraging phone to sort of drive deeper connectivity between the various parts of your organization that are gonna be handling customer encounters, right?

We know that as the sort of, um. Scale of customer engagement grows across a company. There's sort of layers of who's gonna be engaging with them. And in some cases, you know, the people that had been sitting behind a desk and just been doing this sort of day-to-day jobs are now being asked to step in and engage in that high level support that may be necessary.

And a lot of times those people are on teams, right? And so, you know, they're ideally suited and, and. You know, built around working there, and they may be handling calls that are coming in from, say, the dynamic side of the house, um, or from an intelligent IVR that's trying to help and try to self-serve, but realizes that it needs to hand it off to an expert and, and write routes the call properly.

Tom Arbuthnot: Yeah, that kind of idea of, um, you know, there's been different terminology for it, but like the, the contact center in the back office or sorting or bringing in SMEs or anything might be, you can definitely see that in the future where you get to an AI, uh, agent that can deal with 60% of the scenario. So I don't need as many.

FTE contact centers, agents, human agents there necessarily. But when I, when it does get stuck, it's gonna go straight towards actually someone at a, a level to use the IT terms code level two, level three type. Right. Understanding a product to answer that question. 

Sean Gilmour: Yeah. And that's, that's a pretty critical part of this story, you know, and it's, it's actually when we think about like the.

Continuity of, of customer engagement. That's sort of where we position something like the Queues app in, in teams, right? The Queues app is not a contact center. Um, but it's built to support, you know, we tend to call them citizen agents for lack of a sort of more, sort of broadly accepted term, but it's really the folks in that back office that are that level two, level three support.

Then it's not their full-time job to answer phone calls, but it's part of their work. To engage with customers and, you know, be on call queues or be available if an auto attendant needs to route calls. And so that's sort of the positioning of the Queues app too, and that better together continuity. 

Tom Arbuthnot: Yeah, that's really interesting.

And again, it's like, it's, uh, exciting to see over the coming months. I know there's more to talk about kind of, uh, later in the year and next year, but like the, all, all the investment in the. ACS platform and kind of like mm-hmm. That, that lifts all the boats, whether it be it partner, be it Queues, be it native, be it, uh, dynamics, like, uh, it's really, uh, it's gonna be interesting to see who implements what of of those pieces of the puzzle.

Sean Gilmour: Yeah. Yeah. We've, we've got more, more in store to share as we go forward. There's, there's a lot of interesting, uh, irons in the fire. 

Tom Arbuthnot: That's really cool. Yeah. And, and uh, and again, this is like, this could be future scenarios of like. I build a brand new type of application on ACS that maybe we haven't even thought of.

'cause the AO is not there yet and I need to have teams connectivity or phone connectivity into that world. This is a layer to get those two together. 

Sean Gilmour: Absolutely. That's, that's the sort of fundamentals of, of, of the TPE stack is this idea that ultimately we wanna serve wherever that call needs to either.

Sort of be transited to as an end point or transited through to reach the right sort of person, uh, or intelligence, um, to, to manage that call. Uh, and, and uh, that along with that comes things like, you know, context and the routing and, and colleagues that have come before. So that can all inform, uh, both the, uh, agent or the intelligence, uh, or both.

But yeah, that's the whole goal. And 

Tom Arbuthnot: obviously the, the Dynamics 365 contact centers on the unify, uh, ACS train, obviously. Mm-hmm. Like there, there's lots of, um, extend contact and data there. There's connect as well, but I, I'd say extend is closer to unify in terms of like mm-hmm. Integration to the platform.

How would you say to customers to think about extend Is, extend versus connect? Is it a decision or is it just about features and it doesn't, does that matter to the customer what the integration model is? 

Sean Gilmour: I mean, it's a bit of, of what the customer needs more than anything else. Um, and that's why we sort of try to, to do a richer, deeper comparison on the websites that support the certification programs to sort of allow customers to understand.

And a lot of our, our partners actually. Build solutions that are available, you know, in either, you know, two or, or now three, all three of the certification standards to serve their customers. Where, where they really need them, you know, extend, you have a lot of, of great sort of extend partners that build their apps directly into teams.

And so if you want to have your team function in that space, which you want something with, you know, that is more contact center focused, like I said. Queues App is not a contact center. It's not designed really to answer all of the needs in that space, um, particularly at scale, and particularly in that idea of a single pane of glass, um, you know, to like, oh, we just want a very standalone, you know, um, solution with, with like connect or, or you want to deeply, you know, engaged, embedded solution.

With that third party app being a standalone, which is, um, the unified model. So, you know, we continue to see space for all three of those. We, we have no plans right now to deprecate any of the certification programs or end of life them. Um, 'cause they all are serving a really important need in that larger ecosystem like.

You know, as a company, we try to understand that, you know, nothing is, uh, homogeneous about what our customers deploy, right? And so we have to meet them where they are and with their needs, and that's why these programs exist in their uniqueness. 

Tom Arbuthnot: That's great to understand. Um, Pratichi anything else you wanna talk about as far as, as the Dynamics 365 contact center?

We we're recording pre, pre Ignite, so we're a little bit early on. Anything in particular, but like, like it, it's been in market for a while now. I know there's more to come as well on the AI story. 

Pratichi Dash: Yeah, yeah, yeah, definitely. I think, uh, like you mentioned, there would be a ton of exciting announcements at Ignite, so stay tuned for that.

But one thing I wanted to highlight, especially on the Teams Phone extensibility front is, um, you know, uh. Publicly available market study that we have done through Forrester. Uh, so we partner with Forrester to do a total economic impact study, and we have the reports out there on like what, uh, the value this whole Teams Phone extensibility could bring to the customers.

So there are some very interesting stats there about what the ROI is gonna look like, which is like three digit above. 345% or so over a period of three years. And there are some huge benefits we are seeing in terms of like, uh, improved downtime and accelerated setup and all of those different aspects, which has been received as a pain point in past.

Right. So I think that is something that I wanted to highlight, which is again, like publicly available if anybody wants to go and read about it and get some insight. Yeah. We'll link it in the show notes. 

Tom Arbuthnot: That's great. 

Pratichi Dash: Yeah. Sure. So yeah, that's there. And then, yeah, I know there are, like I mentioned, a lot of innovations happening in the space of, uh, conversational AI and, you know, contact center ai.

So those of those exciting announcements will be, uh, cured in the Ignite. Uh, so again, like, uh, so many things coming up, so I'll leave it to that. Um, but yeah, I think, uh, that's, that's what I wanted to share and, um, yeah. 

Tom Arbuthnot: Awesome. Thank you so much. Yeah, it's, it's exciting when there's lots more to talk about that we can't quite talk about yet.

Yeah. I appreciate some little there. I know. I guess Sean, same, same question. Anything else you wanna kind of, uh, let the community know or any thoughts and thoughts on direction or, 

Sean Gilmour: yeah, I mean, I think we, we touched on this a little bit, but I think, you know, one of the things that's really important is, you know, from the standpoint of, of a business commitment, TP is really important for us, um, on the Teams phone side.

Uh, you know, as we've been talking about. The c continual improvements we make to Teams Phone in general. Um, that the goal over time is to get the point where they serve all the endpoints equally. So we never think about like, oh, you know, this is only ever gonna be the teams client that gets this feature.

Right? We, we want to get to a world where we can expand those capabilities. Like I, I talked about. How do we support compliance recording, which, you know, there's a whole bunch of policy, um, that goes on compliance recording and, and who it's applied to and when it's applied and, and all of these specifics and, you know.

Moving to sort of remove the need to manage that in two spaces is important to us. But the overall goal is to get it. So you just deploy phone system once and then you plug in all the endpoints that you need and you don't have to worry about it. Right? And you can even do things like have contact center agents that are taking thing calls on uh, dynamics.

Getting, you know, what we sort of deem personal calls, business calls, but coming into the individual as opposed to the business on teams. So you, you don't, you can move between these two seamlessly and you're not committing a user to a specific tool, um, all of the time. It's a specific tool for specific set of scenarios.

Yeah. So, yeah, I 

Tom Arbuthnot: guess we, we haven't said it explicitly, but obviously you can mix and match different, uh, TP solutions within your environment as well. Yeah. So you might have a country that's, or a business unit that's, it's all in, on the Dynamics 365 contact center and another one, and obviously potential attendance and other things in the future.

So it's a, yeah, it's really is a decision for what that user base needs. 

Sean Gilmour: Yeah, exactly. And that, that's one of the sort of, you know, guiding points for us as well. Like how do we light up. These various endpoints so that the, the communications can flow naturally, right? You know, you could potentially get into a world where you're not transferring between, say, Dynamics and.

The Teams client, but you're transferring between say, a region that's supporting Dynamics in another region that maybe is support is supported by Landis. Um, and that connection doesn't need to traffic through a team's client, it's just using the system to move between. Um, or so we hinted at like, you know, bringing things like, you know, intelligent routing that can manage to wherever it needs to go.

Right? Um, so that you, you end up in that space where, hey, you know, this call did come in. Through the channel that routes into, say, dynamics, but we actually think this should be routed to this user on teams who's the, who's the subject matter expert. So off it goes back into that, uh, Teams client. 

Tom Arbuthnot: Awesome.

Well, Sean Pratichi thanks so much for jumping on the show. Really interesting to get like a real clarification of where everything sits and, and, and some, some insight as to where everything's going. Um, no doubt. We'll do something again soon. Yeah. But really appreciate both your time. 

Sean Gilmour: Thanks for having us. This is great.

Yeah. 

Pratichi Dash: Thank you.