Azure Communication Services (ACS) is more than just a voice channel—it's a flexible developer platform that empowers organizations to create intelligent, secure, and highly integrated communication experiences across web, mobile, and traditional telephony.

In this session, we’ll explore how ACS can be used to build and modernize voice-enabled workflows in enterprise and customer service scenarios. Learn how to use ACS to route calls from legacy PSTN systems into cloud-native architectures, enabling features like real-time transcription (STT), text-to-speech (TTS), DTMF-driven IVR, and seamless integration with Azure Logic Apps, Microsoft Teams, and Copilot Studio.

We’ll showcase how to leverage ACS for:

Secure voice ingress from on-prem systems using Direct Routing

Automating call handling and escalation workflows with Azure Functions and Dynamics 365

Connecting users across platforms with programmable APIs

Capturing insights using Azure Monitor and Defender for Cloud

With real-world use cases like automated ticketing, agentless triage, and policy-driven call control, this session is ideal for developers, architects, and IT pros looking to extend Azure’s communication capabilities beyond chat and email—and into fully integrated voice solutions.