On-Demand: Do More With Less Using Microsoft Teams | Quisitive
A person sits at their computer, on a video conference with her coworkers. This is one of the many forms of digital collaboration employees are growing more and more familiar with.
On-Demand: Do More With Less Using Microsoft Teams
Learn to create an effective omnichannel experience for your customers and employees with Microsoft Teams.
Create an effective omnichannel experience for your customers and employees with Microsoft Teams.

This on-demand webinar covers:

  • Reduce costs by consolidating external tools such as Slack, Trello, Zoom and others, and using the tools that your Microsoft Teams licenses include.
  • Evolve your team’s culture and communication model, working more collaboratively with less effort.
  • Gain a competitive advantage with unified communications, managing all your meetings and tasks in one place.
  • Maximize your investment by integrating Teams with Office 365, Planner, PowerApps, and any type of CRM.
  • Secure your digital workplace with end-to-end encryption, multi-factor authentication, data loss prevention, and extensive admin controls

In December 2022, Microsoft began rolling out functionality to all tenants that allows users to delete 1:1 chats, group chats, and meeting chats they participate in. 

It is important to note that this deletion only impacts the chat view of the user doing the delete action. Other users in the chat are not affected and do not lose the chat or chat history. 

Once available, users will be able to delete chat threads or chat groups from the Teams desktop or mobile application. To do this, select the ellipsis and then the Delete option to clear the chat list. The key driver here is to allow users to clean up their Teams experience. 

How to Delete Chats in Microsoft Teams Desktop 

Screenshot that shows How to Delete Chats in Microsoft Teams Desktop 

How to Delete Chats in Microsoft Teams Mobile App 

Screenshot that shows How to Delete Chats in Microsoft Teams Mobile App 

Once your tenant receives this capability, it will be enabled by default. If you would like to disable this feature for your organization, you must do so in the Teams Admin Center (TAC) or through PowerShell.   

In TAC, this setting can be found under messaging policies > Delete Chat.   

To accomplish this with PowerShell, you must use the AllowUserDeleteChat parameter. For example:  

Set-CsTeamsMessagingPolicy -Identity StudentMessagingPolicy -AllowUserDeleteChat $false 


Turn this setting on to allow users to permanently delete their 1:1, group chat, and meeting chat as participants. Set this to TRUE to allow. Set this to FALSE to prohibit. 

Type: Boolean 
Position: Named 
Default value: TRUE 
Accept pipeline input: False 
Accept wildcard characters: False 

Additional information regarding using PowerShell to block this functionality can be found here: Set-CsTeamsMessagingPolicy (SkypeForBusiness) | Microsoft Learn 

Looking for assistance with Microsoft Teams?

Traditional call centers were primarily phone-based and voice-based, requiring a lot of specialized talent to administer. The agents would go back and forth between different programs and screens, making it difficult to pull all of the necessary information while on the phone with a customer. With modern contact centers, everything is cloud-based, so workers can utilize all of the Microsoft 365 applications to simplify and streamline administration. It’s designed for omnichannel communication, so that you can use any method (chat, call, email, social media etc.) to reach customers in their own digital environments and further productivity.

With traditional call centers becoming a thing of the past, the modern call center, run completely via software rather than hardware, moves to the forefront. Especially considering the number of organizations switching to work-from-home models, Microsoft Teams is an extremely useful and secure collaborative calling platform – how can your organization deploy a multi-channel contact center that integrates with Microsoft Teams?

In this 7 Ways to Elevate Your Contact Center with Microsoft Teams video, Timothy Cone, Quisitive’s Global Director of Modern Work and Chris Macaluso, Quisitive’s Managing Consultant & Practice Technical Lead, Modern Work partner with Ken Feagle of Anywhere365 Technical Pre Sales and Awil Abdi, Anywhere365’s Sales Director, NORAM to cover seven specific and transformative examples of how to use Microsoft Teams to take your contact center to the next level.

Here are 7 ways to elevate your contact center using Microsoft Teams:

1. Leverage Microsoft Teams to maximize your Microsoft 365 ROI.

All of the elements of the contact center can be deployed using the Microsoft 365 stack. Leveraging this software allows for the native Teams telephony infrastructure to replace outdated telephony hardware. Most of the integration can be done in SharePoint Online, PowerBI can be used for business intelligence and reporting, and Azure SQL services can provide AI and bot capabilities as well.

Everything is in your environment, and you won’t need to get any new licenses. Furthermore, Teams can integrate with your current enterprise systems and CRMs so you can keep all of your data in the Microsoft tenant, secured with Azure. The WebAgent can then pull this data in real-time within the same software as your call, chat, or SMS message so that you can view everything in one single-pane window.

There are also many key benefits of Anywhere365, including direct routing for Microsoft Teams, Agent interface, distributed admin possibilities, call classification, recording, advanced reporting in PowerBI, CRM integration, sentiment analysis, bots and AI, and more.

2. Create an omnichannel experience.

An omnichannel dialogue increases productivity and enhances customer engagement while leveraging existing investments in your Microsoft stack. Anywhere365 is natively integrated with Microsoft Teams to engage customers across any channel, from anywhere, and at any time. “Everybody is a contact center,” which means that at any given time, if someone needs access to certain secure data, that access can be granted remotely, exposing the contact center capabilities to anyone in your organization without actually having to make them an agent or supervisor.

Omnichannel means that a customer can connect to your organization through multiple platforms and multiple devices. Today, most people have a mobile phone, tablet, etc. that they can use to connect to one of your agents, simply by going to a website. Having the accessibility to connect your agent with a customer through any platform, device, or method of communication is what the modern contact center is all about – replacing traditional call centers to reach customers wherever they are online.

The modern contact center can also start with bots and AI to categorize customer needs before connecting directly to an agent. At times, the bots could resolve any issues without the customer having to connect with a real person. Through AI, the system can also do real-time translation if the customer speaks a different language than the agent. All of this is configurable within the system through the various bot services.

3. Get real-time visibility and insights.

Traditional phone systems would have someone who generates reports as an admin, and either puts them on a website or in some kind of file to be sent out to managers. Today’s modern contact centers have real-time insights so that whoever needs visibility to that data can access it at any time, from anywhere. A manager can easily check the data at any time to view what stages all of their agents are in with their customers.

Organizations can also use PowerBI in the backend to view historical reporting over time. This dashboard can provide insights such as where SMS, chats, and phone call dialogues are coming from, your organization’s agent acceptance rates and other deep-dive capabilities through PowerBI.

4. Utilize AI for integrated voice and chat.

You can utilize and configure bots in web chat interface, use bots to handle SMS, and AI can intercept and pick up keywords to trigger a workflow and properly route each point of contact. It can also pull up customer history so that agents have access to all of the customer’s previous interactions in real-time, while they are communicating with that customer. AI can save time for agents by answering common questions and categorizing customer needs, making your contact center more efficient.

AI technology can improve customer relationships by providing instant responses, providing information on the customers’ feelings, overcoming language barriers, and more. Anywhere365 provides contact center dialogue management and advanced features for the Microsoft Intelligent Communications platform.

5. Use advanced routing.

Microsoft 365 also allows for follow-the-sun routing so that global companies can transfer customers in real-time from location to location so that, as contact centers in North America shift to after-hours, customers can be carried over to the next region for 24/7 support. You can also use advanced routing to mark certain customers as VIPs so that when they contact your organization, they are skipped ahead in the queue and are connected with an agent even faster. This also works for internal contact centers, so that c-level executives can be given high priority and be connected with an agent much more quickly.

6. Customize your communications flow.

The Anywhere365 Dialogue Studio allows for designing and programming your communication flows, giving you a visual view of your call flows. This platform can be integrated with many 3rd party applications, and it can set up real-time sentiment analysis so that managers can jump into calls at certain important customer touch points at certain sentiment levels. Keyword detection, picking out the customer’s name, CRM data, and recent orders, can all be built into the call flow. Some of this can be built out in SharePoint, but the visual aspect of Dialogue Studio can be very helpful in terms of mapping the customer call flow.

7. Take advantage of Azure security benefits.

With Azure security benefits, all of your data is protected within your tenant, so you have full control to send your security team to add different protections and customize security options for your organization. Azure Defender monitors user activity and protects identities, while Azure Compliance prevents sensitive data from being exposed in a Teams chat, email, etc. Your organization will have full control to customize this platform based on your specific needs.

Ken Feagle from Anywhere365 then performs a demo of the A365 WebAgent to show how calls come into the Teams platform, how the platform populates all the necessary information as a call is coming in, how the communications are recorded, and what the dashboard looks like from an agent perspective.

Microsoft Teams provides everything your modern contact center needs to provide omnichannel customer support all in one single platform. Today, it is essential to be able to reach customers in their own online environments, based on their own preferences. Teams allows your organization to easily communicate with users via their preferred communication method, and the Microsoft 365 suite provides extra capabilities for analyzing data, using AI, securing the platform, etc. to put your organization in the most optimal position to succeed.

If you’d like to explore if Microsoft Teams is the right step for you, or if you need help with the optimization of the platform you already have in place, our team can help.

This blog offers guidance on Microsoft 365 migrations, including the differences between key Microsoft 365 apps (OneDrive, SharePoint and Teams).

The purpose of this blog is to offer guidance on Microsoft 365 migrations, including the differences between key Microsoft 365 apps (OneDrive vs SharePoint vs Teams) and where to map content based on purpose, audience, and the tools needed to support that content.

Microsoft 365 Migration Planning

Before you start your Microsoft 365 migration, specifically your content migration, you must plan the outcome by assessing your current source environment. What you discover will influence your overall strategy and timing, including:

Microsoft 365 Migration: OneDrive vs SharePoint vs Teams

When to use OneDrive

OneDrive is meant to be used to store files that are personal to you. Each person in your organization gets their own OneDrive, which includes at least 1TB of space.

The recommendation is that if you’re working on a file by yourself, save it to OneDrive. For example, use OneDrive vs SharePoint when working with personal files that shouldn’t be shared, or drafts of files that are not ready to be moved to a SharePoint library or Teams for collaboration.

While users will be able to share documents from their OneDrive site, they should not use OneDrive to store documents that should instead be stored on a SharePoint site. The following guidelines should be communicated to users regarding when to store something in OneDrive:

1. Documents that you personally need to do your job, but that would not benefit others. For example, documents like task planning spreadsheets that you use to organize your work.

2. Documents that you need to share with a few limited individuals for a limited amount of time. For example, you and a few others are planning a team celebration, and you post a pdf of the menu from a restaurant that the team is considering.

3. First draft documents that you are working on that you are not quite ready to share with others. However, if this document needs to be shared with a wider audience or needs to live on for a long period, it should be stored on a SharePoint site.

Illustration displaying how files are stored in OneDrive vs SharePoint. Highlighting OneDrive in a red box.

When to use SharePoint 

A SharePoint site is a container of information and data. Information can be stored in repositories such as lists, libraries, calendars, etc. When considering SharePoint as a destination for your files, it is important to first distinguish between the two types of modern SharePoint sites available and when is the best scenario to use them.

Illustration displaying how files are stored in OneDrive vs SharePoint. Highlighting SharePoint in a red box.

When to use Teams 

When thinking about the differences between SharePoint vs Teams, it’s important to note that a Microsoft Teams workspace is a SharePoint Team site (see the previous section) that is connected to a Microsoft 365 group. It is a collection of people, conversations, files, and tools all in one place. It extends the capabilities of a regular SharePoint Team site by offering chat options, real-time collaboration and communication, and meeting, file, and app sharing.

Use a Microsoft Teams workspace when you want to:

Looking for further guidance?

Now that you understand the key differences between OneDrive vs SharePoint vs Teams, we hope you feel better prepared to utilize these apps effectively. If your organization is beginning its Microsoft 365 migration journey and you’re looking for expert guidance, Quisitive can help.

Explore our Microsoft 365 Services

This three-part blog series will introduce three tools I have been using that can significantly increase how well we communicate. The first is the feature in Teams called “Speaker Coach.” Speaker Coach is turned on while you are in a meeting by opening More options and choosing “Turn on Speaker Coach” as shown below.

Figure 1: Turning on Speaker Coach

Adding speaker coach

When you activate Speaker Coach in Microsoft Teams, it makes two noticeable changes to your Teams experience:

  1. When you are on a call, the Teams UI will provide you with real-time feedback as you are speaking.
  2. After you finish the Teams call, Speaker Coach provides a report that is just available to you, providing feedback on the call.

This blog post will provide more details on the real-time feedback available in the Speaker Coach for Teams, details on what is in the Speaker Coach report for Teams, things to be aware of in Speaker Coach, and my thoughts on where Speaker Coach for Teams could improve.

Real-time feedback from the Speaker Coach for Teams:

When you are on a Teams call, and Speaker Coach is enabled, small messages appear when relevant at the top of your Teams window.

Figure 2: Examples of real-time feedback in Teams meetings

Speaker coach pitch variation
Speaker coach recommendation on non-inclusive
Speaker coach vary pitch


Examples I have seen are indications when I speak too quickly, when I use a term that may not be inclusive or positive feedback when my tone is adjusting well throughout the meeting.

The Speaker Coach report:

An example of a recent Speaker Coach report is shown below in Figure 3. Figures 4-6 show examples of drilling into details on various pieces of feedback from the speaker coach in Teams.

Figure 3: Teams Speaker Coach report

Speaker coach report

Each section can be drilled into to provide more detail, such as the example below for repetitive language shown in Figure 4. The graphic indicates when it occurred during the discussion and what specific words were identified as redundant. For example, figure 5 shows examples of pace, and Figure 6 shows examples of filler words.

Figure 4: Teams Speaker Coach Repetitive Language

Speaker coach repetitive language

From using Speaker Coach in Teams for a while now, I am used to the feedback below and have been working on adapting my approach to speaking accordingly. My pace is generally too fast (it’s never told me it’s too slow). So, I have been improving at slowing down during my Teams meetings.

Figure 5: Teams Speaker Coach Pace

Speaker coach pace

Filler words generally indicate that the speaker needs to think before they say what they want to say. Often, we use filler words to fill those gaps when we are talking. However, there is nothing wrong with a bit of silence, and when combined with a quick pace, filler words can often make it less likely that others will be willing to interject their thoughts into the conversation.

Figure 6: Teams Speaker Coach Fillers Words

Speaker coach filler words

Things to be aware of while using Speaker Coach in Teams:

When you share content in a Teams meeting with Speaker Coach turned on, you will want to avoid sharing the screen with the Teams UI on it due to the real-time feedback. It’s a bit disconcerting when you are presenting to a customer, and they see the Speaker Coach telling you to slow down your pace. 😊

Areas for enhancement in Speaker Coach:

There should be an ability to set exclusions on specific items in each of the different areas that the Speaker Coach in Teams is monitoring (Repetitive Language, Filler Words, Pace, Inclusiveness, Intonation, and Monolog). For example, I have seen some instances where the inclusiveness items are not relevant when speaking to specific groups of people. Additionally, I would expect that adding to the list of things being checked could also be helpful.


Speaker Coach in Microsoft Teams is currently in preview, but from my perspective, it works exceptionally well. If you aren’t already using this functionality and are on Teams calls, check it out! In the next part of this blog post series, we will look at Speaker Coach in PowerPoint!

Teams Contact Center Event Hero Image: 4 Cartoon people sit at their laptops and wear headsets
On-Demand: 7 Ways to Elevate Your Contact Center with Microsoft Teams
Learn how to use Microsoft Teams to elevate your contact center by replacing expensive and legacy hardware and software.
Create an effective omnichannel experience for your customers and employees with Microsoft Teams.

Draw on the broader infrastructure capabilities of Microsoft Teams and elevate your contact center by replacing expensive and legacy hardware and software. 74% of contact center traffic is via voice. This is diminishing as we incorporate more digital sources of communication, but it is still the only choice for many. 

This on-demand webinar covers:

  • Make your business leaner and more efficient
  • Leverage the architectural basics of direct routing and calling plans capabilities
  • Employ AI to facilitate effortless customer interaction 
  • Use your data to personalize the customer experience using intelligent routing 
  • Gain insight, collaboration and suggestions to solve problems through CRM integration and reporting

What is Microsoft Ignite? 

Microsoft Ignite event is a yearly technology conference for IT pros and developers hosted by Microsoft. Typically, the company announces new developments in the Microsoft world and the latest updates to the existing apps and software.

Microsoft Ignite 2022 is over and we want to share some important updates and announcements from this event.

Re-Introducing Microsoft 365 – Begins Rolling out November 2022

New Microsoft 365 App – Will showcase the value of M365 in one place and it works for web, windows and mobile.  It is an evolution of the work started with the Office app, and showcases the value of M 365 in one place.

It’s a secure, integrated, experience built on the Microsoft Graph that brings together all your documents, files, contacts, meetings, and more—with intelligent, Graph-powered recommendations personalized for you.

Provides innovative new features to enhance the experience, including:

As before it will also:

See M365 App Video Here

Microsoft Teams

Microsoft Teams Premium – available in preview December 2022

This new offering makes every meeting from one-on-ones to large meetings, to virtual appointments to webinars more personalized, intelligent, and secure.

Meeting Guides – help you to automatically create the experience that’s right for your meeting. The guide is easily customized and managed by IT. You can select a meeting guide—like a client call, brainstorming meeting, or help desk call—and the options will already be set, reducing the time and thought process around getting the meeting right. And with guides, leaders can rest assured that that meetings adhere to company best practices and policies.

Customized meeting branding: Into the meeting lobby and create custom backgrounds and together modes for employees to enjoy and IT to manage, to never compromise your brand.

Microsoft Teams Phone Mobile – generally available

An enterprise-grade mobile calling experience offered in partnership with some of the world’s most innovative telecom operators. With Teams Phone Mobile, Microsoft Teams is integrated with a user’s mobile device native dialler, meaning that people can use their mobile phones the way they are accustomed to while the organization can enable business calling features and policies on these mobile devices.

The solution delivers cellular network quality of service to Teams communications, while allowing customers to enforce business policies, reduce costs, and improve the user experience for the growing mobile workforce.

User benefits include:

Mesh avatars in Microsoft Teams – private preview (Technology Adoption Program customers)

This is one of the first steps to enabling metaverse experiences for customers.

With Mesh avatars, employees will be able to connect with presence in Microsoft Teams meetings without turning their camera on. They can represent themselves the way they want to show up by choosing the avatar fits their specific meeting— from casual, professional, or day-to-day.

There are two ways to access the Mesh avatar builder in Microsoft Teams: add the app from the Teams home screen or access the builder from within a Teams meeting.

Mesh avatars in Microsoft Teams

New Teams Meeting Features

Several new features for Microsoft Teams Meetings increase the engagement and interactivity levels for users and include:

New Teams Meeting Features - Cameo in PPT

New Teams channel and chat features

Microsoft is improving the design of the Teams channels experience to feel both familiar and modern. The channels experience will be more intuitive and engaging, enabling users to easily focus on topics and conversations that matter most, while staying in the flow of their work.

New chat features coming to Microsoft Teams include:

New Teams channel and chat features

Cisco is now a Teams Rooms Certified Devices partner

For the first time, Microsoft Teams Meetings will be available natively across certified Cisco meeting devices, enabling customers to configure Teams as the default meeting experience. Initially, six of Cisco’s most popular meeting devices and three peripherals will be certified for Teams meetings, with more to come. All certified Cisco devices will be manageable in the new Teams Rooms Pro Management Portal.

Learn more about Cisco and Teams

Microsoft Viva

Viva Insights

New features in Microsoft Viva Insights help employees, managers, and leaders improve personal, team, and organizational productivity and well-being. The updates, now generally available, include meeting effectiveness surveys, access to schedule send suggestions, the new Focus mode experience, and Quiet Time settings.

Viva Learning

Several new features, now in private preview in Microsoft Viva Learning, include learning paths, learning collections, and permissions. Viva Learning is also now more discoverable with the ability to view assigned learning directly from the Viva Connections dashboard and in the daily Viva email. New features in the Viva Learning mobile app include a new home page, notifications for assigned and recommended training, the ability to complete learning courses within the app, and the ability to search and filter through catalogs of connected learning providers.

Viva Goals

New integrations in Viva Goals bring goals into the flow of work. These include an enhanced Microsoft Teams app to check in and collaborate on objectives and key results (OKRs) within the Teams activity feed, an extension in Azure DevOps to complete work items, a connection to Power BI datasets to track key performance indicators (KPIs) and key results, and integrations with Microsoft Planner and Microsoft Project for automatic project management updates. In addition, new third-party integrations for Microsoft Viva Goals bring purpose and OKRs into the flow of work. New Slack and Google Sheets integrations are available today with additional integrations for Jira on-premises coming soon.

Viva Engage

This feature brings people together through digital communities, virtual events, rich conversation tools and a new feature called Leadership Corner.  This is a space for leaders to encourage open dialog and feedback across communities and teams through news, Ask Me Anything (AMA) events, surveys and more. Leaders can build, promote, and launch these activities all from one place, and use intuitive dashboards to track metrics and employee sentiment in real time.

Microsoft Viva Engage

Viva Pulse

Viva Pulse is a new app that empowers managers and team leads to seek regular and confidential feedback about their team’s experience, right in the flow of work in Teams. Using smart templates, research-backed questions, and analytics, Viva Pulse enables teams to use their voice to help managers pinpoint what’s working well and where to focus.

Microsoft Viva Pulse

Viva Amplify

Viva Amplify is a new app that empowers employee communication teams and leaders to elevate their message and energize their people. The app centralizes communication processes in a single space and offers writing guidance to help messages from every part of the organization – leaders, corporate communications, and human resources (HR) – resonate with employees.

Viva Topics

Microsoft Viva Topics applies intelligence to automatically organize content across systems and identify experts within the organization to deliver just-in-time knowledge in the apps people use every day. New features in Viva Topics, now in preview, and new ways to discover knowledge in Microsoft 365 include:

Microsoft Syntex

A new set of content apps and services that use artificial intelligence (AI) to index and organize large quantities of unstructured content so it can be easily searched and analyzed. Syntex can also automate content-based workflows, such as contract processing and e-signature.

It integrates Microsoft Search capabilities to make it easy for people to navigate and discover content.  No upfront cost, pay as you go, available to Microsoft 365 commercial.

Key functionality includes:

Syntex will let you save, share, and manage queries for you and your teams.

Learn more about Microsoft Syntex.

Microsoft Loop App (Private Preview)

The Microsoft Loop app, in private preview, will help teams to think, plan, and create together. It features workspaces, pages, and components that sync across Microsoft 365. Customers can use the Loop app to work on projects collaboratively. Microsoft will be working with customers in private preview to incorporate their feedback as it continues developing the app. Microsoft is expanding Loop components to additional places across Microsoft 365 and is bringing more component types to ensure users can create and work together.

Learn more about Loop

Microsoft Places – Available in 2023

Microsoft Places is a new workplace app to optimize spaces for hybrid work. As business decision-makers consider redesigning physical workspaces to better accommodate hybrid work environments, technology will be needed to form the bridge across two historically different worlds – in-person and remote work.

Microsoft Places will use intelligence to optimize where work happens in hybrid work: connecting virtual and physical spaces to drive increased connections, engagement, and productivity while providing the holistic picture of hybrid work that’s missing today. Introducing Microsoft Places: Turn your spaces into places | Microsoft 365 Blog

Microsoft Places will be integrated with the Microsoft 365 solutions customers use every day, like Outlook, Teams, and Viva. It will leverage and enhance the rich set of data available on the Microsoft Graph, combining people and place signals.

All the data collection on the Microsoft Graph and Microsoft Places platform adheres to our stringent privacy standards. Users will know what data is collected and be able to opt in and out, and information will show trends without singling out individuals.

Windows 365 Announcements

Windows 365 App

Provides a direct path to Win 365  from the taskbar or start menu with a personal, customized experience that can be tailored to each user. With Windows 365 app, you can access your Windows 365 Cloud PC from the taskbar or the Start menu, enjoying a full Windows 11 experience while moving between your local and Cloud PCs. Supported by all Windows 11 devices, the app delivers high-performing and reliable experiences optimized for Microsoft Teams and your other Microsoft 365 apps.

The Windows 365 app offers key value-adds, including:

With these value-adds in mind, we think customers ultimately will prefer using the Windows 365 app to using the Remote Desktop client.

Windows 365 Government

A new offering for Government Community Cloud and Government Community Cloud High organizations enables U.S. government contractors – and the local, state and federal customers they support – to securely stream their Windows apps, data, content and settings from the Microsoft Cloud to any device, at any time. Windows 365 Government is now generally available.

With Windows 365 Government, Cloud PCs are provisioned within a US government data center. Customers that also have Cloud PCs in the commercial cloud will recognize the same experience in the Government Community Cloud (GCC environment) including familiar tools and provisioning policy configuration.  Customers using both Commercial and GCC environments can also use the same identity and credentials.

Teams Voice Case Study Feature Image - image of shoes with the teams logo overlaid
Streamlining Operational Communication Across Countries with Teams Voice
Learn how Quisitive was able to help this shoe manufacturer streamline operational communication across countries with Teams Voice.

In this case study:

Industry: Retail

Products and Services: Microsoft Teams

Country: USA

About the Customer

A shoe manufacturer and distributor in Colorado has distinguished themselves by placing comfort first with nontraditional looks. Since 2002, they have delivered shoes to over 90 countries, expanding their warehouses and retail store locations to keep up with growing worldwide consumer demand. In March, as a response to COVID-19, they launched a donation of shoes to healthcare workers across the globe that has now reached close to one million pairs of shoes.

The Challenge

The shoe distributor had been using legacy on-premise phone system equipment to manage their global call center including customer service support lines, wholesale support for retail stores distribution and support for point of sales. The platform was difficult to maintain across their worldwide locations, especially as the company was experiencing an increase in calls, which challenged the aging platform. The legacy equipment support was being outsourced to a third-party vendor as their employees did not have the hands-on experience to support the system themselves.


The company’s reliance on this vulnerable equipment for operational communication posed a major risk for the organization. When components in the hardware failed, it created an outage that was time-consuming to get back up and running. The lack of consistency in this legacy system was also hurting their operational performance. In addition, they did not have system access to make administrative changes, making it harder to assign and retire phone numbers when onboarding and offboarding employees at the call centers.

The Solution

Quisitive conducted a phone system assessment to evaluate their legacy telephone environment. This created a baseline of what was actively in use from the previous system and what needed to be recreated in a new environment. Quisitive proposed a solution leveraging Teams Voice, a tool the company already owned but were not using. In order to provide quicker execution, Quisitive duplicated their legacy workloads in their Teams environment, rather than revamping their processes. Teams Voice provided stability, lower maintenance and overhead costs and continuous patch updates to provide future improvements.


Quisitive executed a phased deployment plan for locations in North America, Europe, and Asia. Their existing phone numbers were ported to the Microsoft phone system and activated in Teams Voice. In regions where number porting was not available, Quisitive implemented Session Border Controllers and Teams Direct Routing to provide calling services to Teams users through in-country telephone providers.


Quisitive also configured Teams-based auto attendants and call queues to support their US and international customer service and support lines to duplicate previous call center functionality. The use of Teams auto attendants and call queues provided the customer with multiple call flow options to meet their broad needs.


Their regional IT staff was trained by Quisitive to fully support and maintain their new phone system without being dependent on outside assistance.


In addition, Quisitive helped create a global IT support desk to help them expand. Quisitive also developed a plan to launch Teams Voice for more employees in different regions utilizing third-party vendors to coordinate work in various languages across multiple time zones.


The company has improved its remote employees’ access to communication with cloud-based Teams while ensuring security through inherited Microsoft 365 security and compliance.

The Results

Teams Voice provided the global shoe distributor:

  • Improved remote work reliability and security with a cloud-based solution
  • Consistent performance of business operations
  • Reduced time spent on administrative work and ongoing maintenance patches
  • Ability to provide service-level agreement (SLA) for call quality and availability
  • Centralized technical knowledge for phone system support and maintenance

Updates to Microsoft Viva Engage

Inside Microsoft Viva Engage, Microsoft has made available Storyline in Public Preview. See the announcement here.

Storyline is a new way for people to share, connect, and contribute to their organization through Yammer and the Microsoft Viva Engage app. Previously, the only way to share broadly through Yammer was through communities, but communities aren’t always a perfect fit for what people want to share. In some cases, there may not be a community that matches the subject the person wants to discuss. In other cases, the community’s audience may be too broad, or not broad enough. Enter Storyline…

Storyline posts are posts to your followers and other interested people from within your organization. People interested in knowing what you have shared can go to your profile page in Yammer to view your storyline feed. Once there, they can choose to follow you and select through which clients, Teams and/or email, they want to be notified of new storyline posts. Because only people who follow you, and those who you @mention, will be notified when you make a new storyline post, you don’t need to worry about spamming people who aren’t interested in what you are sharing.

Updates to Microsoft Viva Topics in Teams

Microsoft has updated the rollout timeline for Viva Topics in Teams.

Viva Topics in Teams allows users to mention topics in their chat conversations so that others in the conversation can easily learn more about a topic by hovering over the topic name and viewing the topic card. This feature requires users to have a Viva Topics license.

This message is associated with Microsoft 365 Roadmap ID 72189

When this will happen:

How this will affect your organization:

If your organization has users with Viva Topics licenses, those users will be able to mention topics by typing the # character and choosing a topic from the topic picker. The topic picker will narrow selections based on what the user types. Once a topic is selected, users can post the message.

What you need to do to prepare:

There is nothing you need to do to prepare for this change. The topics being displayed will be the same topics that are shown in Outlook Web and SharePoint.

Looking for assistance with Microsoft Viva?

Contact us to get in touch with one of our experts.

Fall 2022 Microsoft Teams Updates

Microsoft Teams Update 1: Schedule Send for Teams Chat

As remote teams become more common and spread across multiple time zones, Teams is introducing the schedule send feature that allows users to schedule chat messages to be delivered in the future. With this feature, we can help build better work-life balance and support flexible schedules by scheduling chat messages so that they only deliver during our peer’s work hours. Users can schedule messages to be delivered both on desktop and mobile. Additionally, all scheduled messages can be edited and deleted before they are delivered.

This message is associated with Microsoft 365 Roadmap ID 88281

When this will happen: Production will begin rolling out in late September, and we are expected to complete the rollout by mid-October.

How this will affect your organization: All users within your organization will be allowed to schedule chat messages. All scheduled messages can only be delivered no more than 7 days in the future and cannot be flagged as urgent or important. Inline images and attached files will only be accessible by others in the chat once the message has been delivered.

Microsoft Teams Update 2: Video Clips in Teams Chat

Video Clips are a new way of working and connecting with coworkers using short videos in Teams. Users can capture, send, and playback video messages in Chat on all Teams endpoints. Recording is limited to 1min across all platforms.

This message is associated with Microsoft 365 Roadmap ID 97158

When this will happen:

How this will affect your organization: Teams users can start using the feature. The feature is enabled by default and can be configured through messaging policies.

What you need to do to prepare: Try out the feature and share it with your colleagues. Admins can disable this feature via the Teams Admin center.

Additional information

Microsoft Teams Update 3: Automatically view up to 49 videos (7×7) in Teams meeting

Microsoft Teams Meetings currently supports a maximum of 9 videos (3×3) on the screen by default (in Gallery view). For seeing more than 9 videos, users needs to manually select the ‘Large Gallery’ view. With this update, users will be able to automatically see up to 49 videos (7×7) on their screen by default without explicit action. However, the Large Gallery view will still continue to exist as an option.

The actual number of videos seen by a user in Gallery will depend on:

Please note: This enhancement will be supported on devices that meet hardware requirements (CPU, memory etc.). Detailed information regarding hardware requirements will be shared by Sep 22, 2022 (before GA release).

This message is associated with Microsoft 365 Roadmap ID 86435.

Microsoft Teams Updates Fall 2022 - A screenshot of a Teams call with many people present

When this will happen:

How this will affect your organization: No explicit user action is needed to enable or use this feature.

What you need to do to prepare: You may update your user documentation to inform users about this change.

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