Microsoft Teams Insider

Leon Wright, Global Lead for Converged Communications at Microsoft, discusses how AI is transforming Teams Phone, telco partnerships and customer engagement.How AI is driving renewed interest in Teams Phone and enabling new productivity use casesThe evolving roles of SIs and telcos in delivering scale and strategic valueWhy partners integrating AI into Converged Comms are seeing 20%+ growthThe convergence of Teams and Dynamics in Microsoft’s AI business solutions strategyMicrosoft’s shift to transparent roadmap sharing and early partner feedbackThanks to Pure IP, this episode’s sponsor, for their continued support of Empowering.Cloud.

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 navigationEnhanced line key capabilities with remote configuration through Teams Admin CentreShared line features with LED indicators and custom ringtones for multi-store scenariosQueues app now available on desk phones for agent opt-in/opt-out functionalityContact management for common area phones allowing admins to preload emergency contactsMicrosoft Device Ecosystem Platform (MDEP) support for phonesFuture roadmapThanks to Ribbon, this episode’s sponsor, for their continued support. 

Alexander Ivanov, Senior Product Manager at Microsoft Teams, dives into the Technology Adoption Program (TAP), which shapes Teams Android device quality through early customer testing. He discusses how customer feedback directly influences product development and the importance of a partnership with participants. Ivanov shares insights on device certification, firmware updates, and measuring user satisfaction. He also highlights the recruitment process that engages users in shaping future features, making TAP more than just a preview—it's a collaborative effort.

Explore the latest advancements in Microsoft Teams, including the integration of ChatGPT-5 and enhanced M365 Copilot features for email summarization and document interaction. Discover how Teams is revolutionizing in-car video calls with Mercedes and streamlining phone routing with new certified contact center solutions. Learn about improved web management tools and the changes in API charges, all while examining the financial growth tied to these cloud technologies.

Jim Gaynor, Editorial Vice President at Directions on Microsoft, reflects on the evolution of Microsoft Teams and its shifting role in Microsoft’s strategy.How Teams evolved from a Slack competitor to a central productivity platformThe impact of the pandemic on Teams adoption and scaleWhy Teams Premium is becoming the home for advanced featuresMicrosoft’s pivot to Copilot and what it means for TeamsHow customers are approaching Copilot adoption, ROI, and data governanceJim’s perspective on Microsoft’s long-game approach to AI and platform strategyThanks to AudioCodes, this episode’s sponsor, for their continued support of Empowering.Cloud.

Neil Milliken, Global Head of Accessibility at Atos and host of Access Chat, discusses the evolution of accessibility in the enterprise driven by AI and inclusive design. He emphasizes how tools like Microsoft 365 are embedding features for everyone, not just those with disabilities. Neil highlights the impact of the European Accessibility Act on organizations and why accessibility is crucial for business, not simply a compliance checkbox. He also dives into the advancements in assistive technology and the importance of high-quality audio in enhancing productivity and collaboration.

Mark Herbert (https://www.linkedin.com/in/herbertmark/), co-founder of Call2Teams (at Qunifi, acquired by Dstny) and now launching Haptap Call Manager, explores how partners are enabling Microsoft Teams Phone for SMB and mid-market.Mark shares industry insights from his Teams journey and working with UCaaS vendors and partners to bridge SIP trunks into Teams. He gives a demo of Haptap Call Manager (https://www.haptap.com/), a cloud-hosted management tool for simplified management of Microsoft Teams phone services.The evolving Teams Phone opportunity in SMB and mid-market • How AI and Copilot are driving interest in Teams PhoneThe challenges partners face managing voice at scaleHaptap’s approach to multi-tenant Teams Phone managementWhy Dstny backed Haptap as an innovation-led startup within the group

Dave Hatz, VP of Machine Intelligence at CTI, a major AV integrator and events company, shares his journey from AV programming into AI leadership.How AI is reshaping the AV integrator’s role, from hardware-centric deployments to software-driven, experience-focused solutionsThe shift from complex, bespoke AV setups to scalable, software-upgradable Microsoft Teams Rooms and how this enables sustainability and innovationThe growing importance of AI features like intelligent cameras, transcription, and meeting recap, and how AV professionals can support these capabilitiesFrom personal productivity tools to organisational workflows, Dave discusses how CTI helps clients integrate AIThanks to Neat for sponsoring this podcast episode and for their ongoing support. 

Callum Moore is an Enterprise Product Manager for Microsoft Teams at a global organisation supporting nearly 400,000 users. Drawing on his experience across professional services, healthcare, retail, and banking, Callum shares practical insights into managing Teams at scale.• Client Health and Admin Tools: New Teams Admin Center dashboards are available for monitoring client version compliance, crashes, and update failures. These tools offer a more accessible way to identify issues that may otherwise go unreported and influence user perception.• User Experience and Communication: The benefits of promoting smaller, user-focused features—such as keyboard shortcuts—and using tools like Viva Engage or Copilot to support internal communications. Callum encourages creating informal spaces for users to explore features at their own pace.• AI and Copilot Integration: The conversation touches on how AI is influencing product management and organisational structures. Callum notes the growing need for concise, actionable information to keep pace with Microsoft’s evolving roadmap.• Feedback and Community: Emphasising the importance of two-way dialogue, Callum encourages organisations to share feedback with Microsoft and engage with peers to surface common challenges and influence product direction.• Troubleshooting and Network Testing: The episode also explores upcoming features like silent test calls and remote log collectionThanks to Landis for sponsoring this podcast episode and for their ongoing support. 

Microsoft Teams Monthly Update - July 2025Microsoft FY26Skype for Business Server Subscription Edition GASummarise transferred calls in Teams with CopilotTeams client health dashboardTeams client Silent Test CallsTeams Rooms Pro Portal AlResearcher and Analyst Agents GAReal-time voice is coming in M365 Copilot EventsThanks to Pure IP, this month's benefactor, for your support of Empowering.Cloud and the community.Note that this is an audio-only version of the update, so if you would like to see the accompanying slides, please watch the video version on Empowering.Cloud