The email service in ACS is optimized for application-to-person communications, delivering either bulk or transactional emails. You might be using Bookings to run appointments for a newly online counseling service, running the sessions outside of Teams using ACS to provide a secure one-to-one channel for video and voice, with a dedicated iOS or Android mobile client built using the new ACS UX libraries, while its new email tools send reminders and private session links to patients. Perhaps the best way to think of Azure Communication Services is as a way of extending those Microsoft 365 tools. Those tools work well in many cases, but businesses want to take those core functions and customize them, adding their own features to Microsoft’s services. Bookings builds on Teams and Exchange to provide a platform for quickly scheduling meetings and appointments. Applications like To Do and Lists are what would have been part of SharePoint. Microsoft has been building on Teams and Microsoft 365 to deliver new products and services that bundle together what would have been discrete functionality into new applications. Expanding the service outside of real-time communications is an interesting move as it changes how users interact with the platform, using email as an asynchronous communication channel that can contain more detail than a simple chat. Adding email to Azure Communication Servicesīuild 2022 saw Microsoft add a new set of features to the platform, providing new channels and new UI components to simplify building it into your code on non-Microsoft platforms. With Teams’ pandemic-tested infrastructure behind its APIs, even though the service is new and still adding features, it’s proven scalable and capable of supporting large consumer-facing applications as well as internal communications. The initial set of features included voice and video chat, as well as SMS and a text chat service.Īlthough much of the tool is clearly aimed at customer service, both in-app and on the web, adding one-to-one and one-to-many communications to applications can help bring an expert into the loop in field service tools, or direct users to machine learning–driven chatbots using Azure’s natural language processing services. It delivers a set of managed communications APIs much like those offered by Twilio and is a quick way of using familiar REST calls to extend your code into new channels. Launched at Ignite in 2020, Azure Communication Services (ACS) is built on top of Teams’ chat and telephony features.
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