With Skype for Business Online retiring in 2021 and Skype for Business (on-premise) end of life in 2025, Microsoft is replacing both versions with Microsoft Teams, offering features that are required for the modern workplace. Onsite installations are no longer needed because the app runs on the Azure Cloud and scales flexibly to a company’s requirements. But how does it perform in customer interaction, especially for serving branch numbers, helpdesks or in a sophisticated contact center?
Launched in 2015 as a successor of Lync, the on-premise Skype for Business will be discontinued as of October 14, 2025 (Mainstream Support until January 2024, Extended Support until October 2025). The cloud-based solution Skype for Business Online will be retiring on July 21, 2021.
While Skype for Business had to be installed on every client device, Microsoft Teams is a web-based application that runs on the Azure Cloud Computing platform. Therefore, it can easily be activated for employees and runs on every device. It can either be used in a browser, as desktop application or added as an app on your smartphone.
Microsoft Teams is part of most Office 365 packages. System administrators can easily activate the product for all employees. Additional employees with an Office 365 license can be onboarded hassle-free.
Asynchronous chat, easy file sharing, full integration with Office 365, video and voice, screen sharing and more. Microsoft Teams offers what a modern workplace needs. It adds many of the crucial features that Skype for Business could not offer. Read the detailed comparison on the Microsoft TechNet Blog.
Microsoft Teams users can set automatic forwarding of calls. However, the forwarding rules are limited, only giving the option to forward all calls to a specific destination. Team calls, e.g. calls to a help desk with several employees, cannot be routed following a specific logic. Furthermore, there is no reporting for call statistics.
Serving main numbers, help desks or branch numbers is possible with Microsoft Teams – but only with the matching add-ons. With Luware Stratus Team, Stratus Agent and Nimbus you get the additional features to make Microsoft Teams great for shaping customer experiences. Read our next blog to find out what you need to look out for when evaluating customer service solutions for Microsoft Teams.