Microsoft Teams will provide Extensibility for PSTN calls, allowing professionals to access apps beyond the call experience

Microsoft Teams will extend the PSTN calling experience well beyond the call itself, allowing users to access contextual information and provide efficient insight without leaving the call experience.

This means third-party application developers can tweak their apps to integrate this extensibility in Teams: basically, any app within the platform can be opened and used during a call.

The Redmond-based tech giant is bringing this new capability to Teams on all platforms, including Desktop and Mac, to streamline workflows.

In a recent entry to the Microsoft 365 Roadmap, the company says this new experience will make customer-facing professionals, especially those working in customer support, more efficient and provide more useful insight.

However, the new extensibility for PSTN calls in Microsoft Teams can be used by developers to integrate their applications into Teams and even add new functionalities and features to the calling experience.

Third-party application developers will be able to extend the PSTN calling experience in Teams with contextual information, making it possible for Teams users to have access to relevant data without leaving the call experience. This brings additional context and workflow integration into calling experiences and makes customer facing professionals more efficient by having data from line of business applications readily available. This functionality is available for developers to integrate their applications and add new functionality to calls.

The new capability will be released in January 2025.

Microsoft released similar experiences for professionals using Teams in customer-facing careers. Earlier this year, the Redmond-based tech giant announced and released Copilot for Sales, an AI agent specifically tailored to help professionals deliver more insightful advice to customers.

These capabilities, along with the new PSTN extensibility, which will be available in January, should greatly improve customer support activities.