12:00 – What’s New in Teams Voice – Eric Marsi – UC Consultant, T2M Works
Microsoft Spring Ignite 2021 announced the release of the biggest voice feature payload for quite some time. From Operator Connect to Voice-Enabled Channels, External Transfer and more!
Come to this session to find out more about these features and how you can use them in your future designs and implementations to bring rich voice services to your organisation or customers.
12:40 – How to Match Business Requirements to the Right Teams Voice Solution –Torren Manson MVP & MCM
Perhaps the most complicated part of deploying Teams Voice is extracting the business requirements from the right organisation stakeholders and matching them to the most appropriate calling solution for them.
Some might be clear cut, simple dial tone requirements, while others have multiple layers of integration with different business units over many timezones.
In this session, we look at the building blocks of successful business profiling and understand the critical importance of feature mapping and pressure testing before implementation.
13:40 Microsoft Teams Devices (Phones and Displays) for Personal Use –Kruthika Ponnusamy Snr Product Manager Teams Personal Devices, Microsoft
In the new hybrid work environment, we have Teams devices that cater to every user’s space and work style. These devices are purpose-built Teams solutions that enhance customers’ calling and meeting experiences. In this session, I will be covering information about the wide portfolio of our devices, and also new features that will be available for tenant administrators via the Teams Admin Center.
14:10 How to Manage Teams Voice at a Global Scale – Anthony Caragol MVP, BDO Digital
The last 18 months have been all about getting people into the cloud to use voice quickly and worry about management later. We finally have time to look at robust voice management in Teams.
How do you manage user MACDs or a myriad of SBCs and calling solutions?
In this session, we cover the basic operational management requirements along with the tools available within Teams and its partner ecosystem that help make the voice admin’s life easier.
15:00 – Voice-Enabled Channels – A Simple Contact Center Solution – David Chomca – Voice Engineer, HeidelbergCement
Microsoft announced the preview of Voice-Enabled Channels at Spring Ignite 2021. This allows the already available Call Queues to hunt agents within a Teams Channel.
This is a truly awesome feature that can enable organisations to build simple workflows and customer service engagement without the need to invest in third-party solutions.
In this session, you will learn what you can achieve with voice-enabled channels and what differentiates them from the powerful third-party solutions on the market.
15:30 – Azure Communication Services – What You Can Do – Tom Morgan, MVP, Modality Systems
Last summer, Microsoft released Azure Communication Services, a platform hosted in Azure that uses the same set of communication tools as Microsoft Teams. ACS allows creators to build their own communication applications and integrate them into business workflows, including Teams.
In this session, Tom Morgan gives an introduction to Azure Communication Services, why you should be investigating it for your own customer interactions and how to get started building your own enhanced communication workflows with little to no code.