Sean Gilmour, Principal Lead PM for Advanced Calling Experience at Microsoft, discusses the evolution of the Microsoft Teams Queues app — from its origins as a purpose-built workspace for collaborative calling to the latest capabilities, including shared call history and some of what is coming next.

• How the Queues app was designed for "citizen agents" — workers who handle customer calls alongside their primary roles, from HR and internal help desks to healthcare professionals and financial services

• Supervisor capabilities including delegated admin, monitor, whisper, barge, and takeover — traditionally higher-end contact centre features now available in the native Microsoft Teams experience

• Shared call history: why giving agents and supervisors visibility of all calls across a queue, including missed calls and shared voicemails with lightweight management, is a significant step forward

• How the Queues app fits into the broader Microsoft Teams Phone ecosystem alongside Dynamics 365 and certified contact centre partners through Teams Phone Extensibility

• The role of Copilot and AI in enhancing call queue intelligence, from in-call assistance to proactive insights for part-time supervisors

• Endpoint support across desktop, web, and IP phones, with a mobile-first experience in development for frontline workers

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

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 room

Thanks 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 controls

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