Microsoft Teams Insider

Alpana Bajaj, Growth and Product Lead for Dynamics 365 Contact Center and Conversation AI, at Microsoft, discusses how Microsoft is reimagining the contact centre with AI-first design and agentic capabilities.

• How Dynamics 365 Contact Center evolved from Omnichannel to a standalone, CRM-agnostic platform born in the AI era

• The five out-of-the-box AI agents: Customer Assist, Quality Assurance, Case Management, Knowledge Management, and ServiceOps

• Real-world customer stories, including double-digit improvements in call deflection, wrap-up time, and CSAT scores

• How Microsoft uses its own contact centre as a testing ground, serving over a billion customers across 40+ languages

• Licensing simplified: per-seat for human agents, consumption-based Copilot Studio credits for AI capabilities

• A practical ROI framework covering customer experience, operational efficiency, and revenue generation

Link to the deck: Agentify Your Contact Center Alpana Bajaj

Link to the Commonwealth Bank case study

Thanks to Ribbon, this episode's sponsor, for their continued support of Empowering.Cloud

Rishi Kumar, Director of Alliances and Go-to-Market at Logitech, discusses how Microsoft is positioning itself as the enterprise AI leader, the growing role of edge computing in meeting rooms, and what it all means for IT professionals.

• Why Microsoft's enterprise-first AI approach with Work IQ and trusted data boundaries is resonating with IT teams

• How meeting recaps have become the top AI use case, including new video and custom recap features

• Microsoft's multi-model strategy and the new E7 Frontier suite for enterprise AI deployment

• Logitech's work on AI at the edge, from beamforming microphones to the Logitech Spot sensor for room intelligence

• The evolving role of the meeting room, including facilitator room skills and camera-based room management

Thanks to Logitech, this episode's sponsor, for their continued support of Empowering.Cloud.

Craig Durr, Chief Analyst and Founder at The Collab Collective, discusses his revised five-year video conferencing device market forecast and why he has taken his compound annual growth rate prediction down from roughly 6% to just under 3%.

• The "triple replacement wave": Windows 10 to 11, Android 10 to 12, and ageing BYOD devices are driving room refresh priorities across enterprises

• Budget compression: rising DRAM costs are pushing device prices up, meaning IT teams can refresh fewer rooms with the same budget (for example, 85 rooms instead of 100)

• How the Mythos AI model creates an unexpected new variable. Cisco reviewed over a billion lines of code, and upcoming network infrastructure refreshes could pull budget away from collaboration devices

• Regional outlook: North America stays competitive, EMEA remains strong, and Asia Pacific (including India) emerges as a key growth opportunity

• AI in the room: the "brain in the room" concept is driving excitement, but feature velocity continues to outpace adoption

• OEM competition: with more vendors entering a slower-growing market, management platforms and support models are becoming key differentiators

Thanks to Nuwave, this episode's sponsor, for their continued support of Empowering.Cloud

It's the start of Microsoft's new financial year and there's already a lot to unpack. In this month's update we cover the new Microsoft Frontier company, Cowork going GA (and the new consumption cost model), a wave of Copilot and model updates, plus a huge run of Teams calling, meetings and devices news from InfoComm - including the big Teams Phone Agent announcement.

Huge thanks to this month's benefactor, Neat, for their continued support of the community. Neat have just announced an MCP server for their management platform (a first for OEM tooling) and their intelligent framing beta. Details on the Neat blog — and check out Graham's video on the Neat MCP server.

🔑 Key topics
• Microsoft Frontier - new $2.5bn company, 6,000 embedded ("forward deployed") engineers to drive enterprise AI adoption
• M365 price rises now live (business/frontline/enterprise up ~8-15%, frontline up 25–33%); annual local currency adjustments coming each January
• Cowork now GA - fully consumption-based (Copilot credits); example use cases range from ~$1 to $7+ and can climb fast with heavier models. GPT-5.5 available in the EU data boundary
• Copilot - Sonnet 5 selectable, Work IQ reasoning over Power BI, new vision capabilities, Notebooks rolling out to Copilot Chat
• Models - Fable back in Claude, GPT-5.6 rumoured, Microsoft leaning more on first-party models
• Agents - Planner agent GA, Sales agent GA (in M365 Copilot license), Dynamics Service agent announced, AI content watermarking
• Copilot Super App due August - merges Copilot Chat, Cowork & GitHub Copilot; plus a look at Anthropic's Claude Tag
• Teams Phone Agent - Microsoft's AI auto/mainline attendant, tied into Copilot Studio
• Multi-line GA, Queues app GA on mobile, dedicated Recap app, Facilitator with internet access + voice mode
• Admin - new transcript access controls, auto-block bots; Live Events and Together mode retiring
• Rooms - 1.5M active rooms (1,000+ added/day), IntelliFrame People Labels (Huddly first), Express Enrollment, new AVIXA training
• Devices - Android devices coming to Pro Management portal; Cisco native Zoom Rooms, Crestron Compute GA, Jabra new service plans

📅 July events
• 21 Jul - Teams Devices AMA (with AudioCodes)
• 22 Jul - Microsoft Partner Kickoff (summary to follow)
• 23 Jul - Teams Phone Agent webinar (with Pure IP & Microsoft)
• Late July - Copilot Fireside Chat
• Ongoing - M365 Community Change Roundup

🔗 Links
• Empowering.Cloud
• Ilya InfoComm keynote (speed edit)
• Neat MCP server + Graham's video
• Teams Phone Agent demo
• Slides and Links

Ben Richardson, Infrastructure Engineer at SmartSearch, and Andy Whiteside, VP of Sales at Numonix, discuss SmartSearch's move from legacy on-premise call recording to Numonix's IX Cloud platform for Microsoft Teams.

• SmartSearch needed more than compliance recording, with usability, QA reporting, and third-party integration as critical requirements

• How SmartSearch integrated Numonix with Attention to automate sales call scoring and update HubSpot CRM via API

• Deploying Numonix took just 20 minutes and five PowerShell commands, compared to days with legacy on-premise recording systems

• Bring-your-own Azure storage allowed SmartSearch to meet strict InfoSec and data sovereignty requirements

• Practical advice for organisations evaluating Microsoft Teams compliance recording, from cross-department requirements gathering to vendor certification checks

Thanks to Numonix, this episode's sponsor, for their continued support of Empowering.Cloud