Microsoft Teams continues to grow massively, with 320 million MAU and 20 million Teams Phone users. And now has the option of more advanced agent and supervisor scenarios with the Queues app.

One of the most complex questions when moving to Teams Phone is what to do with the Contact Centre.

There are many questions to consider and many options:
• Do I need a “contact centre”?
• What can native auto attendant and call queues provide? What does the Microsoft Queues app offer?
• What are the benefits of a Teams Integrated Contact Centre?
• What are the benefits of a Microsoft certified solution?
• What is the difference between connect and extend and power Microsoft certifications?
• What are the different integrations to Teams (Direct Routing vs. Graph API) and what is the Agent Experience?
• Where does Microsoft Dynamics 365 Contact Center fit?