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.