How does Operator Connect work with existing contact center software?

Operator Connect provides PSTN connectivity to Microsoft Teams, and contact center integration depends on whether the contact center software has a certified Teams integration. Microsoft maintains a list of certified contact center solutions that connect to Teams through APIs, and Operator Connect supplies the phone number and calling path those integrations rely on.

In general, if the contact center platform is Teams-certified (through Microsoft's Connected Contact Center certification program), it can receive calls routed through Operator Connect the same way it would with any other Teams PSTN method. Organizations with existing contact center software that relies on SIP trunks or direct PBX integration may need to evaluate whether their platform supports Teams-native integration or whether a hybrid approach using Direct Routing for the contact center and Operator Connect for general users would be more practical. This is a deployment architecture question that typically requires a discovery call with both the carrier and the contact center vendor.