Microsoft Teams Insider
Microsoft Teams Queues App with Scott Plette, Partner Group Product Manager - Calling and Premium
Mar 26, 2025
Scott Plette, Partner Group Program Manager for Microsoft Teams Calling and Premium, shares his expertise on the innovative Queues app. He discusses how it enhances team collaboration and manages customer calls while providing essential insights through reporting features. Upcoming enhancements like shared call history and AI integration promise to automate insights and improve customer interactions. Scott also highlights advanced call monitoring features and the growth of Teams Phone during the pandemic, emphasizing adaptability in modern communication.
24:10
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Quick takeaways
- The Queues app significantly enhances team collaboration by centralizing customer communications and streamlining call management within Microsoft Teams.
- Upcoming AI integrations, including automated call recaps and advanced monitoring features, will further optimize customer interactions and workflow efficiency.
Deep dives
Enhancing Team Effectiveness with Qs App
The Qs app significantly improves team effectiveness by streamlining how calls are handled, including managing missed calls and shared voicemail. It is designed to create a centralized system for customer communications within Microsoft Teams, facilitating better collaboration among team members. The app not only addresses basic call queue functionalities but also includes features that allow for easy adjustments based on performance metrics, providing teams with insights on call handling and queue management. By integrating these functions, enterprises can adapt their workflows and enhance their communication strategies.
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