Microsoft Launches New Queues App for Teams to Efficiently Manage Customer Calls

Microsoft Teams is more than just a platform for remote meetings and video calls; it also enhances how businesses interact with customers who reach out for assistance. Recently, the company revealed the rollout of its innovative Queues app for Teams, designed to improve the way users manage customer inquiries effectively.

Microsoft announced in a blog entry that the Queues app is tailored for customer service agents who may not operate within conventional call center environments. The company shared:

The Queues app features a user-friendly interface and provides real-time updates, enabling agents to handle incoming calls adeptly, assist customers, and resolve issues swiftly. Agents and team leaders have the option to join or leave the queue based on their availability. Additionally, administrators can configure the app so that agents can view customer relationship management (CRM) records for incoming PSTN calls simultaneously, equipping them with the essential context needed to deliver exceptional customer service.

This application empowers customer service representatives to request additional support from team leaders and switch across various call queues seamlessly. It displays real-time metrics, allowing users to track the number of calls in the queue, the average wait time for callers, and the number of customers who disconnect before connecting with an agent.

Moreover, Microsoft is integrating support for its Copilot AI assistant into the Queues app through Teams Phone. According to the company, Copilot can document notes, key highlights, and next steps for each call and share that information with fellow customer service representatives.

The Queues app is available for organizations that subscribe to Teams Premium, which includes various enhanced features such as intelligent call recaps, live translation services, captions, and other tools designed to assist customer service representatives using Teams.

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