Microsoft Teams Insider

Chris Goodwill, Strategic Partner Manager and Solutions Specialist at Symity discusses the evolution of Microsoft's Contact Center and the new Dynamics 365 Contact Center

• Understanding Dynamics 365 Contact Center, Microsoft's Contact Center as a Service (CCaaS)
• How Microsoft is driving with AI features
• Dynamics 365 Contact Center vs Teams Ecosystem solutions
• Licensing and pricing considerations
• The future of chatbots and multi-lingual support

Thanks to Logitech, this episode's sponsor, for their support of Empowering.Cloud and the community.

Shabtai Adlersberg, Co-Founder, CEO and President of AudioCodes shares the fascinating journey of AudioCodes over the past 31 years, from its establishment to becoming a leader in the voice industry and more recent journey into SaaS and AI.

• Shabtai's background in engineering and digital signal processing, before co-founding AudioCodes
• AudioCodes evolution from focusing on algorithms to developing chipsets and then progressing to gateways and SBCs
• The impact of partnering with Microsoft on AudioCodes success, from Lync to Microsoft Teams
• Challenges and opportunities during market disruptions caused by technological advancements and the pandemic
• The transition from hardware to SaaS platforms
• The future vision for AudioCodes, leveraging conversational AI to enhance products and solutions

Microsoft Teams Monthly Update - September 2024

• No more General Channel
• Callback for call queues
• Microsoft Teams Intelligent recap coming for ad-hoc meetings and calls
• Teams Client Updates Channel Improvements
• 5 Town hall Updates
• Additional languages - Copilot for Microsoft 365
• CNS Retirement Updates - old phones will get an update
• 6 Microsoft Teams Rooms Updates
• New Certified Devices
• Events

Thanks 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 over on Empowering.Cloud

Taimoor Husain, Global Telco M365 GTM Strategy Lead at Microsoft, discusses the Microsoft Teams telephony landscape, the rise of Operator Connect and the future of Teams Phone.

• The transition from Skype for Business to Teams and the resulting changes in operators' business models
• The growth of Microsoft Teams Operator Connect
• Teams telephony options including Microsoft Calling Plans, Direct Routing, Operator Connect and Teams Phone Mobile
• How Copilot is set to revolutionize telephony by enhancing productivity and support
• The SMB and mid-market opportunity
• Future developments in telephony, including new tools, APIs, features and incentivised partner programs

Thanks to Numonix, this episode's sponsor, for their continued support of Empowering.Cloud

Brett Johnson, Microsoft 365 Copilot GBB (Global Black Belt), shares his personal and customer experience of how Copilot in Microsoft Teams and beyond is streamlining meetings, communications and workflows. 

• Examples of Copilot for driving efficiency in customer operations
• How Copilot is revolutionising data handling
• The future of Copilot, including agent-based capabilities and customer Copilots

Thanks to Jabra, this episode's sponsor, for supporting the community and for helping to make content like this possible.

Mahendra Sekaran, Corporate Vice President, Teams Phone, M365 at Microsoft discusses the journey of Microsoft Teams, his role, Understanding IC3 (Intelligent Conversations and Communications Cloud) and ACS (Azure Communication Services) and how they related to Microsoft Teams and leveraging AI in development.

• The Microsoft Teams journey and Mahendra's perspective 
• Understanding IC3, ACS and Microsoft Teams PSTN connectivity
• Thoughts on Teams Phone Mobile
• The importance of reliability, security and customer feedback in driving improvements
• Future developments include leveraging AI to enhance communication experiences and simplify telephony adoption 

Thanks to Neat, this episode's sponsor, for their continued support.

Alan Ross, Partner Group PM Manager, Dynamics 365 Contact Center at Microsoft delves into Dynamics 365 Contact Center and the role of Copilot in improving agent productivity and customer experience.

• Features and capabilities of Dynamics 365 Contact Center
• Decoupling from Dynamics 365 customer service
• How Copilot enhances the agent experience by providing context-aware suggestions, knowledge search and conversation summaries
• How Dynamics 365 Contact Center relates to/integrates with Microsoft Teams 
• Customer success stories and future developments in Dynamics 365 Contact Center

Thanks to Ribbon, this episode's sponsor, for your continued support and helping to make content like this possible.

Sherri Pipala, Senior Director Global Alliances at Neat, and Tyler Troutman, Strategic Market Development Team at Shure, discuss the partnership between Neat and Shure and their collaboration which addresses challenges faced in larger rooms with complex audio requirements and the need for seamless integration between Neat and Shure devices. 

• Neat and Shure have partnered to provide audio and video solutions for Microsoft Teams Rooms
• Challenges faced in larger rooms with complex audio requirements
• Seamless integration between Neat and Shure devices is essential for a seamless user experience
• Importance of audio quality
• Options available for customers include table arrays, ceiling arrays and wireless microphones
• The value of proof-of-concept programs and testing in your specific environment

Thanks to Neat, this episode's sponsor, for their continued support.

Shawn Harry, Microsoft 365 Solutions Architect, shares his journey in the Microsoft Unified Communications space. Tom and Shawn talk about the evolution of the UC landscape and the challenges of managing and deploying Microsoft Teams in enterprise environments.

• Shawn's early experiences in the Unified Communications space
• The shift from on-premises solutions to cloud
• Complexities and challenges of managing Microsoft Teams in enterprise environments
• The role of a Teams and Microsoft 365 Product Owner
• Maximising the full potential of your Microsoft 365 investment by staying on top of the constant changes

Thanks to AudioCodes, this episode's sponsor, for your continued support.

Dan Hall, Global IT Collaboration Solution Owner at a large manufacturing company gives us a view on using Android-based Phones and Rooms for Microsoft Teams and support timeline considerations.

• The impact of an upcoming Microsoft infrastructure change on older Android phones and Teams Rooms
• The need for organisations to understand the support timelines of Android-based devices
• The importance of working closely with OEMs to understand their devices, chipsets and support timelines
• Considering using SIP phones for common area phones and BYOD

Thanks to Luware, this episode's sponsor, for your continued support.