Great video, really appreciated. I've read conflicting information about the requirement for Teams Premium. From what I've read, only call center managers will require the Teams Premium add-on, not call center users. Where did you get the confirmation that it will require Premium for each?
Good point, Nick. That was an assumption I've made, since there isn't any official documentation out yet. I could be wrong, though. I guess we'll see, soon enough!
@@Aerocominc It's true the queues app isn't necessary for users, only managers, though from interacting with a guy on reddit who claimed to be from microsoft (whose post history backed that up tbh) as well as one of our microsoft connects, both of them said that the UX of agents in the queues app will be greatly enhanced by them using it as well. If you're already A5 its not much more expensive to just license all the agents too - like an additional $2/head or something vs $100+ for a contact center solution
@@carterg9824 That might very well be true on the pricing, but comparing it to a $100+ contact center solution is a very very long ways away. I think the more accurate comparison would be a cloud PBX provider that has the ability to do customized call reporting... which isn't even really considered "call/contact center software." If you look at the features the Queues is offering at launch, it's a very small list. Teams Phone doesn't even have skills-based routing... which is a feature every contact center software had, 40 years ago... And that's just the tip of the iceberg.
Do you have any opinion on the Teams Queues app vs Clobba RT and reporting?
I would, but I think it would be better to wait until the Queues App launches, in order to do a specific comparison to another app.
Great video, really appreciated. I've read conflicting information about the requirement for Teams Premium. From what I've read, only call center managers will require the Teams Premium add-on, not call center users. Where did you get the confirmation that it will require Premium for each?
Good point, Nick. That was an assumption I've made, since there isn't any official documentation out yet. I could be wrong, though. I guess we'll see, soon enough!
@@Aerocominc It's true the queues app isn't necessary for users, only managers, though from interacting with a guy on reddit who claimed to be from microsoft (whose post history backed that up tbh) as well as one of our microsoft connects, both of them said that the UX of agents in the queues app will be greatly enhanced by them using it as well. If you're already A5 its not much more expensive to just license all the agents too - like an additional $2/head or something vs $100+ for a contact center solution
@@carterg9824 That might very well be true on the pricing, but comparing it to a $100+ contact center solution is a very very long ways away. I think the more accurate comparison would be a cloud PBX provider that has the ability to do customized call reporting... which isn't even really considered "call/contact center software." If you look at the features the Queues is offering at launch, it's a very small list. Teams Phone doesn't even have skills-based routing... which is a feature every contact center software had, 40 years ago... And that's just the tip of the iceberg.
Features it will not have: notify calls about numbers in queue
Correct! Thanks for adding.