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Supercharge Your Business: Microsoft Teams connects you to customers

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Maximize customer engagement with Microsoft Teams

Managing customers and reaching potential customers is an important aspect of running a small business. For many owners or operators, it’s common to respond directly to inbound customer calls or support inquiries as part of their day-to-day operations. Being reachable is essential.

Microsoft Teams helps you do this by allowing you to meet, call, chat, share files, and collaborate with customers, partners, suppliers, and anyone outside your company domain.

Microsoft is ranked as a leader in the following categories: 2024 Gartner® Magic Quadrant™ for Unified Communications as a Service for 6 years in a row. This recognition recognizes Microsoft’s commitment to continually delivering innovations in Microsoft Teams to help you succeed.1.

The Queues app for Microsoft Teams is now generally available

Teams supports custom apps and bots that can automate tasks and improve collaboration. It is specifically integrated with Teams, so it appears on the left rail and anyone can use it with a single click. One of these apps is a native Microsoft app called Queues, perfect for when you need to better organize and route customer calls. The Queue app is included in Teams Premium, and the app is available by default if your organization has both Teams Premium and Teams Phone licenses.

you are Probably toggling I go back and forth between different apps throughout the day to get my work done. The Queue app lets you manage your entire app right from Teams. that seems to have your personal support hub right within the team to Manage call queues and ensure customer calls are resolved..

Queue 1.png

check it out thatis it so Features included teaA hat can help you manage Internal and external collaboration:

  • You can use your Teams phone to make and receive calls without leaving Teams.
  • Real-time statistics give agents a 360-degree view of call queue performance.
  • Agents can select or deselect call queues based on availability and business requirements.
  • co-pilot3 Save time between customer engagements by summarizing call notes.

To help your customer engagement team or colleagues solve customer issues together, the Queues app provides: Joint call handling:

  • Team members and leads can work together to answer calls.
  • Provides easy access to relevant call controls, including call forwarding.
  • You can make outbound calls on behalf of call queues or auto attendants and present a unified team front to your customers.

Queue 2.png

Supervisors can dive into customer interactions. Directly from Teams:

  • Call queues and auto attendants can be managed directly from Teams, eliminating the need for context switching.
  • Comprehensive analytics dashboard provides real-time and historical reporting.
  • Compliance and governance are built into the app.

How these features can support your business

When managing your business and handling incoming and outgoing calls, you need to focus on having effective conversations. So let Teams handle your call queues and automatically capture your notes and tasks. The Queue app makes this easier.

The Queue app is now live and users can team phone and team premium patent. A powerful app for enhancing customer support and engagement within Microsoft Teams. See here for more details. Start a blog.
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1 Gartner,Magic Quadrant for Integrated Communications as a Service,Around the World, Pankil Sheth, Megan Fernandez, Christopher Trueman, Rafael Benitez, October 7, 2024

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research and advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner is a member of Gartner, Inc. in the U.S. and internationally. Magic Quadrant is a registered trademark and service mark of and/or its affiliates and is used herein with permission. All rights reserved.

*This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. Gartner documentation is available upon request. here.

2 Teams phone licenses are required for call queues and auto attendants. A Teams Premium license provides access to the Queue app.

3 Copilot on Teams Phone is part of the Microsoft 365 Copilot license.





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