#4 – How can IT departments benefit from changing from Skype for Business to Teams?

Skype for Business has always been a powerful tool for internal communication, collaboration, and customer service. So why switch to Teams? In this blog series, Christopher Zier, Account and Partner Manager at Luware, shares his expert knowledge and explains why and how migrating to Teams is purposeful. In this part, he explains how the IT department can benefit from the migration.

Teams in combination with customer service add-ons is a powerful tool in customer interaction. How does the IT department benefit from Teams as a communication and customer service solution? 

What advantages does Teams have over Skype for Business in terms of infrastructure?
  • IT infrastructure is simplified immensely
  • Local data centers are no longer necessary
  • IT can manage everything centrally (no need for an IT admin for each data center)
  • Less specific IT know-how is needed
  • There is hardly any latency because Teams runs in the cloud

How is the administration of users, call queues and updates simplified?

  • Single admin interface, one consistent administration; even if users use multiple interfaces or applications
  • Luware solutions allow employees to activate/deactivate themselves for a queue
  • Microsoft puts a lot of effort into security and data protection – to replicate this for an on-prem solution would be a considerable effort
  • With Teams, updates come automatically (IT administrators don’t have to apply updates in the middle of the night)
What simplifies a unified, enterprise-wide customer service solution based on Teams?
  • A global application jungle is avoided – a uniform solution for all customer service employees in different departments, countries and branches simplifies the application landscape and administration
  • Cloud-native contact center solutions are integrated into the Microsoft environment
  • With cloud-native customer service solutions (e.g. Luware Nimbus), companies only need to authenticate the app once and can then use it across the enterprise