Comparing Dynamics 365 Contact Center to Teams Contact Centers with Chris Goodwill

Christopher Amdi Mark, Senior IT Architect at Novo Nordisk, shares how the global pharmaceutical company transformed its meeting room estate — from traditional Cisco room systems and telepresence to over 2,500 Microsoft Teams Rooms with plans for more• How the shift from Skype for Business to Microsoft Teams during COVID changed what users expected from meeting rooms• MTR Windows with Logitech and Lenovo, and the early challenges of scaling too quickly• Why Cisco's Android-based Microsoft Teams Rooms brought Novo Nordisk back to a trusted partner• Why BYOD is "Bring Your Own Disaster" — and how that might evolve• Managing a mixed estate of Cisco MTR Android, MTR Windows, and traditional Room OS devices with Cisco CVI across thousands of rooms• Replacing Cisco IX5000 telepresence suites with immersive front-row MTR experiences at a fraction of the cost• Where AI fits in — from intelligent camera framing to Microsoft Copilot Facilitator in the meeting roomThanks to Cisco, this episode's sponsor, for their continued support of Empowering.Cloud.

Alev Tamer, Senior Partner Solution Architect for AI Business Solutions at Microsoft, and Chris Wheeler, Senior Copilot Solution Engineer at Microsoft, break down the rapidly evolving world of Microsoft 365 Copilot agents — from personal assistants to autonomous digital colleagues.• What agents actually are and the spectrum from declarative no-code to low-code Copilot Studio agents and pro-code solutions in Microsoft AI Foundry• The frontier firm concept — three levels of AI maturity, from personal AI assistant through team-level agents to agent-operated, human-led organisations• Real-world agent examples in use today, including career coaching agents, Chris’ pub quiz agent in Microsoft Teams meetings, and autonomous complaint triage in NHS healthcare• Multi-agent teaming — how chaining specialised agents together is enabling end-to-end workflows like RFP processing without human intervention• Work IQ explained — how Microsoft Graph data, memory, personalisation, and inferencing combine to ground Copilot responses in organisational context• Governance, identity, and the challenge of managing thousands of agents with Agent 365 and existing Power Platform controlsThanks to Jabra, this episode's sponsor, for their continued support of Empowering.Cloud.

Chris Styczynski, Service Owner for Unified Communication and Collaboration at Clifford Chance, shares how the global law firm approached their RFP process for migrating from Cisco on-prem telephony to Microsoft Teams.• How Clifford Chance structured their RFP into six lots for flexibility: telephony migration, switchboard, contact centre, Operator Connect, on-site support, and managed services.• Why conducting an RFI first helped pre-qualify vendors and identify the right partners for a firm of their size.• The importance of understanding user requirements before going to market, especially as telephony needs evolve with AI and collaboration tools.• How to evaluate partners beyond technical skills—considering culture, flexibility, and communication style for an 18-month project.• Key considerations for global telephony migrations, including regulatory challenges across 20+ countries.Thanks to Numonix, this episode's sponsor, for their continued support of Empowering.Cloud.

MVP Tom Arbuthnot shares all the latest Microsoft Teams and Copilot news and announcements in less than 15 minutes for March 2026.Many thanks to Ribbon for their continued support.PowerPoint DeckMicrosoft 365 Copilot Wave 3​Anthropic in M365 Copilot ​Copilot Cowork​Agent 365​Microsoft 365 E7​AI Workplace Roadmap​Teams Devices Roadmap​New Teams Certified Devices​Events​Useful Links:BriefingsReal AI Use Cases in the Contact Centre with Luware Nimbus - Costs, Risks and Benefits - Marcel Gaufroid, Head of Sales – EU, at LuwareMicrosoft Places in 2026: APIs, Desk Booking, and Copilot Context - Brennan McReynolds, Product Strategy Lead for Microsoft PlacesPure IP's Platform Strategy that Simplifies Enterprise Communications - Adnon Dow, Chief Strategy Officer at Pure IPAI Voice Agents - Sean Keegan, Developer Evangelist for Azure Communication Services at MicrosoftTony at NWN Explains How They Deliver Multi-Platform UCaaS at Scale with NUWAVE iPILOTTeams Insider PodcastsCTO of LabourNet on Microsoft Teams Phone and Contact Centre with a Dispersed National Workforce with Mike Love, CTO at LabourNet, Janet Souter-Dantu, Co-founder at ScopServ Integrated Services, and Vanesia Raborethe, Head of Sales at ScopServSharePoint at 25, Past, Present, and AI Future with Microsoft's Jeff TeperAI enabling real-time communications with Adam Jacobs, IC3 Principal Program Manager at MicrosoftScaling Microsoft Teams Phone and Teams Rooms at BAE Systems with Andrew WigmoreOther Useful Linkshttps://www.microsoft.com/en-us/microsoft-365/blog/2026/03/09/copilot-cowork-a-new-way-of-getting-work-done/ https://blogs.microsoft.com/blog/2026/02/27/microsoft-and-openai-joint-statement-on-continuing-partnership/ https://portal.changepilot.cloud/mc1247880 https://portal.changepilot.cloud/MC1247634 https://portal.changepilot.cloud/mc1248392 https://portal.changepilot.cloud/mc1245225 https://portal.changepilot.cloud/mc1243546

Mike Love, CTO at LabourNet, is joined by Janet Souter-Dantu, Co-founder at ScopServ Integrated Services (Pty) Ltd, and Vanesia Raborethe, Head of Sales at ScopServ Integrated Services (Pty) Ltd, to discuss LabourNet's move to a Microsoft Teams-based contact centre with Landis.LabourNet, established in 1996, is a large labour law consulting firm with a national footprint in South Africa.• Why LabourNet standardised on Microsoft Teams as a single communications platform to support time-critical, high-importance client interactions• How Landis Contact Centre queues, presence-based routing, and reporting improved visibility and support availability-based call distribution across a geographically dispersed workforce• Lessons learned on adoption, process change, and why senior leaders tested the customer experience daily to drive improvements• What's next, including better use of contact centre data and a cautious, data-first approach to AI augmentation for agentsThanks to Landis, this episode's sponsor, for their continued support of Empowering.Cloud

Jeff Teper, President of Microsoft 365 Collaborative Apps and Platforms, discusses 25 years of SharePoint — from its humble origins as an intranet product to a cloud platform supporting over a billion users and exabytes of data.• Origin story: How two separate Microsoft projects merged to create SharePoint, filling a massive need for intranets, document management, and collaboration in one customisable platform• The cloud transition: From Bill Gates announcing SharePoint Online in 2008 through years of architectural challenges to an elastic cloud service handling billions of requests per second• From MySite to OneDrive: The feature IT initially rejected that eventually became OneDrive, now serving over a billion accounts on the SharePoint platform• AI and large language capabilities: How LLMs and reasoning models are enabling zero-shot metadata tagging, AI-assisted site design, and agent capabilities across SharePoint• What's new: A refreshed design language, reimagined information architecture with five core pillars (Intranet, Build, Publish, Discover, and OneDrive), and AI woven throughout the experienceThanks to Neat, this episode's sponsor, for their continued support of Empowering.Cloud

Adam Jacobs, Principal Program Manager at Microsoft, works in IC3—the real-time communications platform team behind Microsoft Teams. With four years at Microsoft and a decade at Polycom before that, Adam shares insights from the backend of one of the world's largest communications platforms.• How IC3 supports Microsoft Teams at massive scale, including cost considerations for new features and AI capabilities• The current state of Cloud Video Interop and why it remains important for some enterprise customers• Moving transcription to new platforms to support AI and M365 Copilot strategy• Real-time processing challenges for AI features, including face and voice recognition technologies• Adam's journey from IT director to Polycom to Microsoft, and the value of understanding both customer and partner perspectivesThanks to Pure IP, this episode's sponsor, for their continued support of Empowering.Cloud.

Andrew Wigmore, Teams Product Owner at defence contractor BAE Systems, shares insights from his 40-year career and the company's journey to Microsoft Teams and the cloud.• Migrating 45,000 phone numbers from Skype for Business to Microsoft Teams in a single morning• Managing 65,000 E5 users and doing over a third of a billion minutes of Teams audio annually• The cultural shift from on-premises infrastructure to evergreen cloud services at a defence company• Rolling out Microsoft Teams Rooms across 180 meeting spaces, including executive home offices• Operator Connect telephony across 11 countries, including challenging regions• Cloud adoption, security, and export control requirements in defenceThanks to Ribbon, this episode's sponsor, for their continued support of Empowering.Cloud.

MVP Tom Arbuthnot shares all the latest Microsoft Teams and Copilot news and announcements in less than 15 minutes for February 2026.Many thanks to Neat for their continued support.PowerPoint DeckEnhanced M365 Copilot Memory​Copilot Chat (free) in Outlook with all emails and Calendar​Ilya Bukshteyn's ISE keynote​Microsoft Teams Licensing Changes April 2026​Places Roadmap Updates​Express voice enrolment​Meet App Becomes Events App​Teams Live Events and API are retiring​Multiple phone numbers on Teams Phone Devices​Transitioning Teams Android Device Management​EventsUseful Links:Briefings:Real AI Use Cases in the Contact Centre with Luware Nimbus - Costs, Risks and Benefits - Marcel Gaufroid, Head of Sales – EU, at Luware​Microsoft Places in 2026: APIs, Desk Booking, and Copilot Context - Brennan McReynolds, Product Strategy Lead for Microsoft Places​Pure IP's Platform Strategy that Simplifies Enterprise Communications - Adnon Dow, Chief Strategy Officer at Pure IP​AI Voice Agents - Sean Keegan, Developer Evangelist for Azure Communication Services at Microsoft​Teams Insider PodcastsThe role AV Distribution play in Microsoft Teams Rooms with Jenny Hicks, Technical Director at Midwich UK​Logitech's New Rally AI Cameras and Multi-Camera Microsoft Teams Rooms with Henry Levak, VP of Product for Logitech for Business​Microsoft Places in 2026: APIs, Desk Booking, and Copilot Context Brennan McReynolds, Product Strategy Lead for Microsoft Places​Microsoft Teams Rooms and Phone Journey at Toyota Financial Services JT Elliott, Unified Communications and Collaboration Manager, at Toyota Financial Services​​

Mahendra Sekaran, Corporate Vice President at Microsoft, leads product management and data science for IC3 (Intelligent Conversations and Communication Cloud)—the core communications platform powering Microsoft Teams.• IC3's role as the backbone for Microsoft Teams, supporting 320 million monthly active users and 26 million PSTN users• How AI is transforming internal productivity at Microsoft, from daily briefings to real-time data insights• Microsoft's vision for AI-native phone experiences and the future of intelligent call handling• Why 2026 is the year of scaling agentic AI, with Microsoft Teams evolving into a hub where agents interact with humans• How AI tooling is changing product management and engineering, from coding agents to AIOps for incident response• The potential for granular personalisation in user experiences based on AI-driven insightsThanks to AudioCodes, this episode's sponsor, for their continued support of Empowering.Cloud.