Microsoft Teams Desk Phones - AI Features and Roadmap

Prashi Badkur, Senior Product Manager Lead for Teams phone devices at Microsoft, talks about the evolving role of physical desk phones.

Despite predictions that physical phones would disappear, there remains a strong demand for Teams phone devices across various industries, including healthcare, finance, and emergency services. Specific roles value the tactile buttons and instant functionality for high call volumes and efficiency.

• AI features including Copilot-powered call summaries for transfers and voice commands for device navigation
• Enhanced line key capabilities with remote configuration through Teams Admin Centre
• Shared line features with LED indicators and custom ringtones for multi-store scenarios
• Queues app now available on desk phones for agent opt-in/opt-out functionality
• Contact management for common area phones allowing admins to preload emergency contacts
• Microsoft Device Ecosystem Platform (MDEP) support for phones
• Future roadmap

Thanks to Ribbon, this episode’s sponsor, for their continued support.