Enhancing Teams Phone with Teams Premium

Microsoft Teams has long been a critical tool for communication and collaboration in modern workplaces. With the introduction of the Queues App in Teams, organizations can now take their call management capabilities to the next level. This app is specifically designed for businesses using Teams Phone, providing an intuitive way to manage call queues, distribute calls efficiently, and enhance the overall customer experience. However, to access the Queues App, a Teams Premium license is required. In this blog, we’ll explore what the Queues App offers, how it benefits organizations, and what additional Teams Phone features come with Teams Premium.

What is the Queues App in Microsoft Teams?

The Queues App is a native Microsoft Teams feature that streamlines call queue management. It allows users to view and manage incoming calls in real time and monitor queue performance. This is particularly beneficial for customer service teams, help desks, and any business that relies on handling multiple inbound calls efficiently.

Key Features of the Queues App:

• Call queue and Auto attendant management directly within Teams
• Real-time metrics for Call queues and Auto attendants within Queues app
• Historical reporting for Call queues and Auto attendants within Queues app
• Additional voice application policy features

Why Use the Queues App?

Traditionally, managing call queues required complex third-party solutions or manual tracking. The Queues App eliminates these inefficiencies by offering a centralized hub for queue management directly within Microsoft Teams. Here’s why businesses should consider using it:

1. Better Visibility for Supervisors: Managers can monitor queue performance in real time and make informed decisions to optimize resources.
2. Seamless Integration with Teams Ecosystem: The app works within the Microsoft Teams environment, reducing the need for additional software.
3. Scalability: Whether managing a small help desk or a large customer service center, the Queues App can adapt to an organization’s needs.

Teams Premium: Unlocking Advanced Capabilities

The Queues App is just one of the many advanced features included with Teams Premium. This add-on licensing tier provides organizations with enhanced tools to improve communication, security, and meeting experiences. Here are some of the notable Teams Premium features:

• Advanced Meeting Protections: AI-powered features such as live translated captions, intelligent meeting recaps, and watermarking for security.
• Custom Branding for Meetings: Personalize Teams meetings with company branding, custom backgrounds, and logos.
• Enhanced Security for Meetings: Features like sensitivity labels and end-to-end encryption for added data protection.
• AI-Powered Meeting Insights: Intelligent summaries and key highlights generated automatically to help teams stay on top of discussions.
• Advanced Call Routing & Queues Management: Enhanced call queuing capabilities beyond what the standard Teams Phone plan offers.

Is Teams Premium Worth It?

For organizations heavily reliant on Microsoft Teams for communication and call management, Teams Premium is a worthwhile investment. The Queues App alone significantly enhances call-handling capabilities, but the additional Teams Phone features make it even more valuable. Whether you’re managing customer service lines, IT help desks, or internal support teams, the added functionality can streamline operations, improve efficiency, and deliver better overall user experience.

Conclusion

The Queues App in Microsoft Teams is great for businesses using Teams Phone. By allowing teams to manage call queues more effectively, it improves customer service, enhances workflow efficiency, and provides valuable insights into call performance. However, to leverage this powerful tool, organizations need a Teams Premium license, which also unlocks a host of other advanced communication and call management features.

If your business is looking to enhance its call-handling capabilities, investing in Teams Premium and utilizing the Queues App is a smart move. With the right tools in place, you can ensure that every call is handled efficiently, leading to higher customer satisfaction and streamlined operations.