Microsoft Teams Queues App
Introducing the New Microsoft Teams Queues App: Streamlining Call Management
In today’s fast-paced business environment, effective customer engagement is essential. Recognising this, Microsoft has launched the Queues app for Microsoft Teams, designed to simplify call management and enhance collaboration within organisations. This new feature ensures a seamless experience – all within the Teams environment.
What is the Queues App?
The Queues app is an integrated solution within Microsoft Teams that enables organisations to manage inbound and outbound calls more efficiently. It allows users to handle customer interactions in real-time, collaborate with colleagues, and monitor performance – without the need for external applications. This integration ensures businesses can respond promptly and professionally to customer needs.
Key Features of the Microsoft Teams Queues App
- Efficient Call Queue Management
The Queues app allows team members to:
- Answer, transfer, and make calls on behalf of call queues, ensuring smooth handling of every interaction.
- Integrate with CRM systems, providing context-rich customer insights during calls to enhance personalisation.
- Real-Time Analytics & Performance Tracking
Managers and team leads gain access to live call data, including:
- Number of waiting calls
- Average wait times
- Longest call durations
With historical reporting, businesses can analyse trends, monitor team performance, and identify areas for improvement, ensuring a high-quality customer experience.
- Enhanced Collaboration & Flexibility
Designed with team collaboration in mind, the app enables admins to:
- Manage call queues directly within Teams
- Add or remove team members as needed
- Customise call routing and greetings
This flexibility allows businesses to adapt swiftly to changing demands, ensuring customers are always connected to the right person.
Licensing & Availability
To utilise the Microsoft Teams Queues app, users must have both a Teams Phone license and a Teams Premium license. The app is supported on:
- Teams desktop (Windows & Mac)
- Virtual Desktop Infrastructure (VDI)
- Teams phones (touchscreen devices)
Please note that the Queues app is not available on web or mobile clients.
Why This Matters for Your Business
With the Queues app, businesses can enhance customer interactions, improve call handling efficiency, and gain valuable insights into call performance – all from within Microsoft Teams. This solution is ideal for organisations aiming to streamline communication and improve response times.
Get in touch now to discuss what options are available to you and your business. PurpleUC has decades of experience in IT services including internet connectivity and modern IP telephony and is a platform/vendor agnostic provider of both. PurpleUC is a subsidiary of Purple Matrix, a Tier 1 Microsoft Gold partner.