Ever wondered if the Teams Queues App could save you from a full contact centre deployment? Ben and Zach get into Microsoft's Contact Center Lite experience in episode six of 365 Explained. In this episode, we explore:

🔹What the Queues App actually is (and what it isn't) 🔹The Teams Premium licensing question—who needs it?

🔹Monitor, whisper, barge, and takeover functionality explained

🔹Real-time analytics (spoiler: it actually updates in seconds)

🔹Shared call history, the feature that finally arrived

🔹When Queues App is enough vs when you need a proper contact centre

🔹What's still missing (hello, Copilot button?)

Whether you're already running Call Queues and curious about the upgrade, or evaluating whether to skip the third-party contact centre entirely, this one's got you covered.

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