Microsoft Marketplace Unifies Azure and AppSource to Speed AI App and Agent Deployment for Better CX

Microsoft's New Marketplace Helps Support Teams Improve Customer Experience

Published: September 29, 2025

Microsoft has merged Azure Marketplace and Microsoft AppSource into a single Microsoft Marketplace, giving support leaders one place to find, try, buy, and deploy cloud and AI solutions. The catalog spans tens of thousands of apps across data and analytics, productivity, collaboration, and more. A new AI Apps and Agents category adds 3,000+ AI apps and agents that run in Azure AI Foundry and Microsoft 365 Copilot, deployable through Model Context Protocol (MCP) for smoother integrations.

For customer support, this means faster setup, less context switching, and tools that work where your team already spends time. You can roll out AI agents, automate routine work, and improve response quality without ripping out current systems.

What this means for customer support

• Automate repetitive tasks so agents focus on complex issues and higher-value conversations.
• Use AI-driven recommendations to personalize responses and next actions.
• Enable real-time decision support that speeds up resolution and improves CSAT.
• Deploy directly into Microsoft 365, Teams, and Dynamics 365 to keep workflows simple.

Deploy where your teams already work

AI-powered agents integrated into Microsoft 365 Copilot or apps inside Microsoft Teams streamline ticket handling, knowledge lookups, and case routing. Leaders can upgrade their support stack without new logins, extra tabs, or complex change management. That reduces time-to-value and lowers the lift on training and adoption.

Security and governance built in

As part of Microsoft Cloud, the Marketplace connects with Azure, Microsoft 365, Dynamics 365, Power Platform, and Microsoft Security. That helps IT enforce access, compliance, and data protections across all customer-facing tools.

Alysa Taylor, Chief Marketing Officer of Commercial Cloud and AI at Microsoft, wrote that the Marketplace delivers "both innovation and governance." She explained: "When you acquire a Copilot agent or an app running on Azure from Microsoft Marketplace, it's provisioned and distributed to team members aligned to your security and governance standards." The aim is to help customers become "Frontier Firms" that "accelerate AI transformation to enrich employee experiences, reinvent customer engagement, reshape business processes and unlock creativity and innovation."

Proof point: Siemens

Siemens Digital Industries Software reports that Marketplace deployment cut AI app configuration time from nearly 20 minutes to about 1 minute per instance. The company saw higher productivity, lower operating costs, and an 8X increase in customer adoption. Faster provisioning translates to quicker improvements in customer-facing experiences.

How support leaders can get started

• Define the outcome: pick one KPI to move first (AHT, FCR, CSAT, or backlog).
• Search the AI Apps and Agents category for solutions that integrate with Teams, Dynamics, or your CRM.
• Check governance: confirm MCP support, data boundaries, logging, and RBAC align with your policies.
• Pilot in one queue with clear success metrics and a rollback plan.
• Connect your knowledge base so agents get accurate, context-aware responses.
• Measure weekly: trend resolution time, deflection rate, and customer sentiment.
• Scale through your CSP or procurement partner once the pilot hits target KPIs.

Buying options and partner ecosystem

The Microsoft Marketplace is available in the US now and coming soon worldwide. Products can be purchased through cloud solution providers (CSPs) and procurement partners. Microsoft has added multiparty private offers and CSP integration so software vendors and resellers can package complete solutions. A new preview feature, resale enabled offers, lets software companies authorize trusted partners to sell on their behalf through private offers.

Distributors like Arrow, Crayon, Ingram Micro, Pax8, and TD SYNNEX are integrating Microsoft Marketplace into their own marketplaces, creating more paths for you to find and buy what your team needs.

Where to explore

Browse Microsoft's catalog to see AI agents and apps that plug into your current stack: Microsoft Marketplace. If your team uses Copilot, confirm compatibility and deployment details here: Microsoft 365 Copilot.

Skill up your support team

If you're rolling out AI in support and want targeted training for frontline teams and managers, explore role-based programs here: Complete AI Training - Courses by Job.

Bottom line

Microsoft's unified Marketplace gives support leaders a faster path to deploy AI agents, apps, and analytics across the customer lifecycle. You get speed, integration, and governance in one place-so you can improve response times, reduce escalations, and raise customer satisfaction without adding operational overhead.