365 Explained - 010 - Teams Contact Center

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 — proactive SLA monitoring, natural language workflow configuration, and automated remediation 💠The biggest mistakes organisations make when migrating off legacy PBXs to Teams Whether you're hitting the limits of Queues App or planning a move off Avaya, Mitel, or Cisco, this one's for you.