010 – Teams call queues vs a full contact centre: where's the line?
Recorded live at CommsvNext in Denver, Colorado. Ben and Zach are joined by Oli Lifely from Luware to talk about what happens when native Teams call queues aren't enough and you need a full contact center.
In this episode, we cover:
The three Microsoft certification models for contact center integration: Connect, Extend, and the newly renamed Unify
How each model handles the call differently — from SIP trunk hairpinning to Graph API signalling
What a contact center adds beyond Queues App: skills-based routing, cradle-to-grave reporting, omni-channel, and outbound
Where AI fits beyond chatbots…
The skinny
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