Teams | Collaboration | Customer Service | Project Management

An attendant console for Microsoft Teams is a dedicated call-handling interface that lets receptionists manage high call volumes directly inside Teams. It combines caller identification, directory search, real-time presence, calendar visibility, and one-click transfers in a single view, so front-desk teams can connect each caller to the right person on the first try instead of searching across three or four separate windows.

Customers have learned to expect that service should work like a conversation: describe the problem in plain language, get it resolved. Tools like ChatGPT and Gemini set that bar, and most contact centers fall short of it. The obvious fix is to add AI, yet MIT's NANDA initiative found that around 95 percent of enterprise generative AI pilots never reach measurable value. So the question worth asking is not whether to put AI into customer service.