The small little things about Teams as Contact Center solution

What are those little things that you do not find on marketing slides about Teams native Call Queues or deeply integrated Contact Center solutions? What if you make that decision and Teams becomes main tool for your call center agent? Is there a benefit of fully Microsoft ecosystem?

Speaking as customer, product owner but also as Teams certified voice expert I would like to invite you for my session and show you those small little things we have found from the experience deploying and using Teams as contact center solution for various use cases in HeidelbergCement over the last year. 

We will have a look on where are the Teams Call Queues in comparison to integrated Contact Center solutions using Extend model now after year of further development and where we see the benefits of both solutions and their pitfalls. I will speak about user experience but also technical backgrounds of the global deployment so I hope to make happy the decision makers but also the voice engineers who are looking for technically right solution. 

After this session you will be ready for some small surprises that could come and you will understand the benefits of fully Teams driven Contact Center solution.