With the release of Microsoft’s new Teams Queues app, businesses are eager to explore its capabilities for handling inbound calls. However, while this app holds promise, many organisations may find that it doesn’t meet the more advanced needs of a comprehensive contact centre solution.
In this article, we’ll compare the Microsoft Teams Queues app with the ROGER365.io Contact Centre and C360, a powerful platform designed to manage omnichannel interactions for a more integrated customer experience.
In this article, we’ll compare the Microsoft Teams Queues app with the ROGER365.io Contact Centre and C360, a powerful platform designed to manage omnichannel interactions for a more integrated customer experience.
Key Feature Comparison
While both solutions aim to improve call management, the depth of their features differs significantly. Below is a table highlighting the main differences:
| Feature | Microsoft Teams Queues | ROGER365.io + C360 |
|---|---|---|
| Call Routing | Basic presence-based routing | Advanced skill-based, custom workflows, priority-based routing |
| Omnichannel Support | Voice only | Voice, chat, social messaging, email |
| Customisable Greetings & IVR | Limited | Full IVR with customisation |
| Reporting & Analytics | Basic call metrics limited to the last 27 days | Advanced reporting, cradle-to-grave analytics |
| CRM Integrations | None | Salesforce, TopDesk, HubSpot, Microsoft Dynamics, Exact Online and more |
| Supervisor Tools | None | Wallboards, real-time monitoring, whisper/barging |
| Automation & Workflow Management | None | Advanced with Power Automate & AI workflows |
| Compliant Call Recording | Requires third-party app | Integrated with third-party call recorders, compliance ready |
| Customer Experience Enhancements | Hold music, simple greetings | Callbacks, smart chatbots, sentiment analysis, escalation |
| Virtual Waiting | No | Yes, offer callers a place in the call queue and receive a callback when it’s their turn |
| Call History | Separate per agent, no shared data | Shared call history for agents and supervisors |
| Reporting Export Options | Basic Excel export | Customisable, integrated with Power BI |
| Real-Time Dashboard | Limited real-time analytics | Customisable, real-time across channels |
| Integration with Microsoft Teams | Native integration, part of Teams | Seamless integration with Teams + omnichannel support |
| AI & Machine Learning Capabilities | None | Advanced AI for customer service automation, sentiment tracking |
| Scalability | Suitable for small teams | Scalable for enterprise-level operations |
| Pricing Model | Included with Teams premium license | Flexible pricing based on features and business needs |
| Supervisor Coaching Tools | Not available | Whisper mode, barging, live monitoring |
| Custom Workflow Automations | Limited | Fully customisable, triggers and process automations |
| Barge, Whisper, Monitor Modes | Not released yet (beta) | Fully supported, integrated for call management |
| Presence Detection | Based on Teams status | Advanced presence detection + agent status tracking |
| Queue Prioritisation | Basic (FIFO) | Priority queues based on skills, importance, customer data |
| Third-Party App Integrations | Limited to Teams environment | Extensive integrations via APIs, CRM systems, external apps |
Call Routing & Management
The Microsoft Teams Queues app offers basic routing based on agent availability, but lacks the sophistication of ROGER365.io, which supports skill-based and priority-based routing and other complex routing requirements that meet the needs of businesses. Combined with C360, this solution enables businesses to manage call and omnichannel workflows seamlessly, improving customer engagement and operational efficiency.
Reporting and Supervisor Controls
One area where Microsoft Teams Queues shows promise is real-time analytics, which will benefit supervisors. As Mark Vale, a Microsoft MVP, noted in his first impressions:
“The real-time analytics are a welcome addition, but key features like cradle-to-grave reporting and supervisor controls are still missing. Until these are resolved, it’s hard to recommend it over more mature third-party solutions.”
Mark Vale, Microsoft MVP
ROGER365.io offers detailed reporting, cradle-to-grave analytics, and powerful supervisor tools such as real-time dashboards and wallboards. Paired with C360, businesses can gain comprehensive insights across all communication channels, not just voice, for a more complete view of performance.
Omnichannel Communications
The Teams Queues app is limited to handling voice calls, which may restrict businesses needing a broader communication strategy. ROGER365.io, in combination with C360, provides full omnichannel support.
Businesses can manage chat, social media, and email interactions, all within the same interface, ensuring a seamless experience across multiple platforms and improving overall customer satisfaction.
Businesses can manage chat, social media, and email interactions, all within the same interface, ensuring a seamless experience across multiple platforms and improving overall customer satisfaction.
Compliant Call Recording
One of the critical gaps in the Microsoft Teams Queues app is its lack of call recording for compliance purposes. Teams requires third-party applications to integrate for recording and storing calls securely.
In contrast, users of C360 can take advantage of the fully functional compliance recording capabilities of C360, alongside the ROGER365.io Contact Centre, which seamlessly integrates with third-party compliant call recording solutions.
This ensures all voice interactions within Teams are recorded and stored in accordance with regulations. Beyond compliance, it aids in staff training and improving customer service, allowing supervisors to review interactions and enhance the customer experience.
In contrast, users of C360 can take advantage of the fully functional compliance recording capabilities of C360, alongside the ROGER365.io Contact Centre, which seamlessly integrates with third-party compliant call recording solutions.
This ensures all voice interactions within Teams are recorded and stored in accordance with regulations. Beyond compliance, it aids in staff training and improving customer service, allowing supervisors to review interactions and enhance the customer experience.
Supervisor Features
Features like call barging, whispering, and monitoring are yet to be fully implemented in the Teams Queues app.
This is where ROGER365.io stands out, offering comprehensive supervisor tools that enhance agent performance and allow real-time intervention during calls. C360 further enhances this with its ability to manage omnichannel interactions, giving supervisors complete control over customer interactions across various platforms.
This is where ROGER365.io stands out, offering comprehensive supervisor tools that enhance agent performance and allow real-time intervention during calls. C360 further enhances this with its ability to manage omnichannel interactions, giving supervisors complete control over customer interactions across various platforms.
Conclusion
While the Microsoft Teams Queues app is a positive step forward for smaller teams with simple needs, it remains in its early stages of development.
For businesses requiring a robust, scalable, and omnichannel contact centre solution, ROGER365.io and C360 deliver the features necessary to manage complex workflows, detailed reporting, and exceptional customer service across multiple channels.
To find out more about C360 and thr ROGER365.io Contact Centre solutions, click on the 'Our Products' button below.
For businesses requiring a robust, scalable, and omnichannel contact centre solution, ROGER365.io and C360 deliver the features necessary to manage complex workflows, detailed reporting, and exceptional customer service across multiple channels.
To find out more about C360 and thr ROGER365.io Contact Centre solutions, click on the 'Our Products' button below.
