# Purple (Let's Go Purple) > Purple is a Microsoft Solutions Partner specializing in Microsoft Teams telephony, contact center, and managed communication services. Headquartered in the Netherlands, operating in 90+ countries. Legal entity: ICTeams BV. ISO 27001:2022 certified. Last updated: 2026-08-06. Purple makes Microsoft Teams the single platform for calling, customer service, and collaboration across an enterprise. Where Teams Call Queue and Teams Premium stop, Purple+ continues: outbound workflows, live wallboards, long-term reporting, AI transcription, and multi-country number management, all native on Microsoft Azure. ## What Purple delivers - **Cloud Calling**: Managed Microsoft Teams telephony with Session Border Controllers, SIP trunking, and Operator Connect. From a single office to 90+ countries. - **Purple+ Contact Center**: Routing, live wallboards, AI transcription, long-term reporting, pay-per-use. Native on Azure, fully inside the Teams client. - **Purple Assistant**: Self-service management of domestic and international phone numbers across an entire organization without PowerShell. - **Purple Scheduler**: Availability, escalation, and emergency routing for teams that need more than standard Teams call queues. - **Reporting Engine**: Long-term call and queue reporting beyond the Teams Admin Center retention window. ## Who uses Purple Mid-market and enterprise organizations running Microsoft 365 and Teams Phone. Typical customer profile: already committed to Microsoft Teams as the collaboration platform, needs enterprise-grade telephony and contact center capability without bolting on a separate vendor. Common use cases include multi-country number operations, customer service teams that have outgrown Teams Call Queue, and organizations with long-term call reporting or compliance requirements. Customers operate across multiple sectors, including healthcare, legal services, manufacturing, and financial services. Purple works with each customer on the communication challenges specific to their industry rather than selling a single off-the-shelf product. ## How Purple works with customers Purple positions itself as a long-term partner, not a vendor shipping a product and walking away. Engagements typically combine managed telephony or contact center services with ongoing collaboration on sector-specific workflows, customer-interaction improvements, and platform adoption. The goal is growing together with the customer. ## Positioning Purple is a Teams-first partner, not a Teams replacement. Organizations running Microsoft 365 and Teams Phone use Purple to fill the gaps that Teams Call Queue and Teams Premium leave, specifically around outbound workflows, historical reporting, contact center supervision, and multi-country number operations. Customers typically already have Teams Phone licenses. ## What Purple is not To avoid confusion when comparing vendors: - **Not a Teams replacement.** Purple requires and extends Microsoft Teams; it does not replace it. - **Not a CPaaS.** Purple is not a developer API platform like Twilio, Vonage, or Sinch. Purple is a managed service with a product UI. - **Not a standalone PBX vendor.** Purple does not sell on-premises PBX systems or hosted PBX outside of Microsoft Teams. - **Not a reseller of other contact center platforms.** Purple+ is Purple's own product, not a white-labeled Genesys, NICE, Five9, or Talkdesk deployment. - **Not a SIP trunk provider in isolation.** Purple provides SIP trunking and Operator Connect as part of a managed Teams telephony service, not as a standalone carrier product. - **Not a consumer or single-user product.** Purple serves organizations, not individual users. ## Key URLs (English) - [Home](https://www.letsgopurple.com/en) - [Contact Center (Purple+)](https://www.letsgopurple.com/en/contact-center) - [Cloud Calling](https://www.letsgopurple.com/en/cloud-calling) - [Purple Assistant](https://www.letsgopurple.com/en/purple-assistant) - [About](https://www.letsgopurple.com/en/about) - [News and articles](https://www.letsgopurple.com/en/news) - [Contact](https://www.letsgopurple.com/en/about#contact) ## Articles (long-form, factual, English) - [Go-live is not success: the adoption gap in contact center projects](https://www.letsgopurple.com/en/news/go-live-is-not-success-contact-center-adoption) - [Microsoft Teams contact center architecture: choosing the right path for your organization](https://www.letsgopurple.com/en/news/teams-contact-center-architecture) - [Five signs you have outgrown the Teams Queues app](https://www.letsgopurple.com/en/news/outgrowing-teams-queues) - [Outbound calling in Microsoft Teams: what works, what doesn\u2019t, what you need](https://www.letsgopurple.com/en/news/outbound-teams-phone-what-works) - [Call queue reporting beyond 45 days: how to choose the right option](https://www.letsgopurple.com/en/news/call-queue-reporting-options) - [What's new in Teams calling: the spring 2026 update](https://www.letsgopurple.com/en/news/teams-calling-whats-new) - [A New Reporting Engine for Purple+: What We Are Building](https://www.letsgopurple.com/en/news/reporting-engine) - [Purple Achieves ISO/IEC 27001:2022 Certification](https://www.letsgopurple.com/en/news/iso-certification) - [Purple+ Scheduler: Automate Your Contact Center, Around the Clock](https://www.letsgopurple.com/en/news/purple-scheduler) - [Purple Renews Calling for Microsoft Teams Specialization](https://www.letsgopurple.com/en/news/teams-calling-specialization) - [Purple+ and Azure Communication Services: A New Foundation for Contact Centers](https://www.letsgopurple.com/en/news/purple-acs) - [Microsoft Teams Calling: Personal Settings Guide (Part 2)](https://www.letsgopurple.com/en/news/teams-calling-personal) - [Microsoft Teams Calling: Understanding the Basics (Part 1)](https://www.letsgopurple.com/en/news/teams-calling-intro) - [Top 3 Complaints from Contact Center Managers (and How to Solve Them)](https://www.letsgopurple.com/en/news/contact-center-complaints) ## Nederlands (Dutch mirror) Purple is een Microsoft Solutions Partner gespecialiseerd in Microsoft Teams-telefonie, contact center en beheerde communicatiediensten. Hoofdkantoor in Nederland (Emmeloord), actief in meer dan 90 landen. Juridische entiteit: ICTeams BV. ISO 27001:2022 gecertificeerd. Purple+ begint waar Teams Call Queue en Teams Premium stoppen: outbound-workflows, live wallboards, langetermijnrapportage, AI-transcriptie en nummerbeheer in meerdere landen, volledig native op Microsoft Azure. ### Belangrijke URL's (Nederlands) - [Home](https://www.letsgopurple.com/nl) - [Contact Center (Purple+)](https://www.letsgopurple.com/nl/contact-center) - [Cloud calling](https://www.letsgopurple.com/nl/cloud-calling) - [Purple Assistant](https://www.letsgopurple.com/nl/purple-assistant) - [Over Purple](https://www.letsgopurple.com/nl/about) - [Nieuws en artikelen](https://www.letsgopurple.com/nl/news) ### Artikelen (Nederlands) - [Go-live is geen succes: de adoptiegap in contact center projecten](https://www.letsgopurple.com/nl/news/go-live-is-not-success-contact-center-adoption) - [Microsoft Teams contact center architectuur: welke route past bij uw organisatie](https://www.letsgopurple.com/nl/news/teams-contact-center-architecture) - [5 tekenen dat u de Teams Queues app bent ontgroeid](https://www.letsgopurple.com/nl/news/outgrowing-teams-queues) - [Outbound bellen in Microsoft Teams: wat werkt, wat niet, en wat u nodig heeft](https://www.letsgopurple.com/nl/news/outbound-teams-phone-what-works) - [Callqueue rapportage langer dan 45 dagen: kiezen uit de opties](https://www.letsgopurple.com/nl/news/call-queue-reporting-options) - [Wat is er nieuw in Teams bellen: de voorjaarsupdate 2026](https://www.letsgopurple.com/nl/news/teams-calling-whats-new) - [Een nieuwe Reporting Engine voor Purple+: wat we aan het bouwen zijn](https://www.letsgopurple.com/nl/news/reporting-engine) - [Purple behaalt ISO/IEC 27001:2022 certificering](https://www.letsgopurple.com/nl/news/iso-certification) - [Purple+ Scheduler: automatiseer uw contact center, 24/7](https://www.letsgopurple.com/nl/news/purple-scheduler) - [Purple verlengt Calling for Microsoft Teams specialisatie](https://www.letsgopurple.com/nl/news/teams-calling-specialization) - [Purple+ en Azure Communication Services: een nieuw fundament voor contact centers](https://www.letsgopurple.com/nl/news/purple-acs) - [Microsoft Teams bellen: handleiding persoonlijke instellingen (deel 2)](https://www.letsgopurple.com/nl/news/teams-calling-personal) - [Microsoft Teams bellen: de basis begrijpen (deel 1)](https://www.letsgopurple.com/nl/news/teams-calling-intro) - [Top 3 klachten van contact center managers (en hoe ze op te lossen)](https://www.letsgopurple.com/nl/news/contact-center-complaints) ## Company facts - Legal name: ICTeams BV - Founded: December 2019 (renamed to Let's Go Purple in November 2021) - Team size: approximately 20 specialists - Address: Ecopark 36, 8305 BK Emmeloord, Netherlands - Phone: +31 73 808 0620 - Email: info@letsgopurple.com - Microsoft Solutions Partner: Modern Work, Business Applications, Infrastructure - Certifications: ISO 27001:2022 - LinkedIn: https://www.linkedin.com/company/letsgopurple ## Leadership - **Harold Speeks**, Chief Executive Officer (CEO). [LinkedIn](https://www.linkedin.com/in/haroldspeeks/) - **Robert Jeninga**, Chief Operating Officer (COO), co-owner. [LinkedIn](https://www.linkedin.com/in/robertjeninga/) - **Ricardo Redert**, Chief Financial Officer (CFO). [LinkedIn](https://www.linkedin.com/in/ricardoredert/) - **Tjeerd Verhoeff**, Chief Technology Officer (CTO). [LinkedIn](https://www.linkedin.com/in/tjeerd-verhoeff-8822245/) --- # Articles (full text) ## Go-live is not success: the adoption gap in contact center projects URL: https://www.letsgopurple.com/en/news/go-live-is-not-success-contact-center-adoption Date: 2026-06-22 Most organizations treat contact center go-live as the finish line. It isn't. This article explains the adoption gap, what it costs, and why it was almost always avoidable. What happens when the implementation partner leaves and the real work begins. Part 1 of 3 in the Beyond Go-Live series. By Rob Jeninga, COO at Purple · 6 min read The project is done. Telephony is migrated and live within Microsoft Teams, the new contact center is running, and everything is performing as expected. The implementation partner has submitted the closing report. IT is back to run rate. The steering committee has moved to the next agenda item. And six months later, the contact center team is essentially working the way they always did. Handle times are unchanged. The advanced features haven't been touched. Supervisors have dashboards they rarely open. Agents are using a handful of features on a platform built to offer far more. I see this enough that it no longer surprises me. It still frustrates me. Because this outcome was almost always avoidable. The go-live illusion Projects are expensive. They take time, organizational energy, and tolerance for disruption. By the time go-live arrives, everyone wants the pain to end. The instinct is to close the chapter, return to business as usual, and move attention to whatever comes next. That instinct is understandable. What it misses is that go-live is not the finish line. It is the starting point for the work that actually matters. Before go-live, the platform is held together by a project team. After go-live, it belongs to the people who use it every day: agents, supervisors, IT teams, CX leaders. That transfer is where transformation either happens or doesn't. And in most organizations, nobody has planned for it. The business case built on a false assumption Every investment in a contact center or cloud telephony platform is justified by expected outcomes: better customer experience, lower cost per interaction, improved agent productivity, reduced infrastructure costs. None of those outcomes are delivered by the technology. They are delivered by people using the technology well. Which means the entire business case depends on adoption. And yet adoption, in most projects, gets a fraction of the budget. Sometimes none at all. It is treated as something that will happen naturally once the platform is live, a side effect of training and a go-live communication plan. In practice, nine out of ten contact center and IT projects treat adoption this way. Almost every IT project is defined by an IT goal: migrate the platform, replace the legacy system, go live on a new solution. But the IT goal is rarely the actual objective. It is a driver for something else entirely: a better customer experience, a more productive team, a stronger operation. The IT milestone gets the budget, the project plan, and the delivery date. The actual ambition rarely gets the same investment. I see this in almost every project. Organizations arrive with genuine intentions and a real sense that something needs to change. What most lack is the strategic clarity to define what success means beyond go-live, and the willingness to invest in reaching it once the platform is live. I've seen organizations with detailed budgets for platform, implementation, migration, and support contract, and nothing allocated for the one thing that was supposed to make all of it work. Three months after go-live, their first-call resolution rate was lower than before the project. The platform was performing exactly as designed. The adoption hadn't happened. Fixing it required six more months of focused work: coaching, feedback loops, ownership conversations, and leadership attention that had been absent since the project closed. All of that could have been planned from the start. I have seen this enough times to say it with confidence: the gap between what organizations invest in and what they actually get from a contact center transformation is almost never a technology problem. It is an adoption problem. And it is almost always one that could have been planned for. Rob Jeninga, COO at Purple What drift looks like in practice The pattern is consistent. In the weeks after go-live, teams get through their day using the platform at a basic level. Then, gradually, old habits reassert themselves. Agents work around features they don't understand. Supervisors manage performance using the same instincts they had before, because nobody has shown them a better way. IT focuses on keeping things running. Nobody asks whether the organization is actually improving, because the project officially ended and the question no longer has a home. What I hear most often from teams post-go-live is some version of the same story: the project team moved to the next engagement, IT went back to run rate, and suddenly the organization was on its own with the platform, figuring it out. Contact center platforms come loaded with capabilities that do not activate without genuine adoption behind them. Advanced routing, real-time transcription, sentiment analysis, omnichannel capabilities, and integrations with other applications: none of these deliver value to a team that hasn't built the platform fluency to use them. The features are there. The investment was made. Adoption is what determines whether organizations ever actually reach them. The challenge compounds further when AI capabilities enter the picture. An organization that has not yet mastered the core functionality of its contact center platform is in no position to effectively leverage AI in customer contact. That requires a level of process control, data quality, and platform maturity that simply does not exist when basic adoption has not happened. You cannot build toward ambitious goals from a foundation you have not yet built. If you do not control and understand your own processes, how can you be expected to hand them to AI? And the technology does not stand still while organizations catch up. New features and capabilities are released continuously. Every release that an unprepared organization cannot yet absorb widens the gap between what the platform can do and what the team actually does. Change is not a journey from one fixed point to another. It is constant. Organizations that treat adoption as a one-time event will always find themselves running behind it. What this costs Organizations measure project success by delivery: on time, on budget, systems working. Those are reasonable measures for a project. They are not sufficient measures for a transformation. The outcomes that justified the investment appear later, if they appear at all. When handle times haven't moved, when customer satisfaction scores are flat, when the expected productivity gains never show up in the data: those are the visible signs of an adoption gap. There is another cost that is harder to put a number on: service quality. When agents work around features they do not understand, when supervisors manage without the data the platform makes available, and when routing and escalation paths remain on defaults no one has revisited, quality erodes. Not in one sudden drop, but steadily. In the texture of customer interactions. In service quality metrics that plateau rather than improve. In agent confidence that never grows beyond the minimum required to get through the day. Quality is where technology and the human side of change connect. The platform was built to improve it. Adoption is the mechanism that makes that possible. When adoption fails, technology sits on one side and the people who should be using it sit on the other. The bridge between them was never built. It is also worth noting that these dynamics are not exclusive to contact center or cloud telephony projects. Any significant IT transformation faces the same adoption gap. The technology changes faster than behaviors do, and the gap between delivery and realized value is almost always a people problem, not a technical one. In contact center environments, the cost is most immediately visible in customer outcomes. But if you recognize this pattern in other projects across your organization, the underlying challenge is the same. Adoption starts at day one The organizations that get this right plan for it from the start. Adoption is not bolted onto the end of a project. It runs alongside it: understanding the people who will use the platform, building readiness before go-live, designing the feedback loops and reinforcement mechanisms that sustain new behaviors after go-live, and establishing ownership that keeps the effort alive when the project officially closes. That requires investment. It requires a named owner beyond the project sponsor, one who is accountable for outcomes rather than delivery. And it requires treating adoption not as a phase with an end date, but as an ongoing practice that scales alongside the platform itself. Go-live delivers the technology. What the organization does from that moment determines whether the actual ambition that drove the investment is ever realized. Part 1 of 3 in the Beyond Go-Live series. Part 2 looks at the behavioral science behind why change sticks in some teams and fails in others. Part 3 covers how to build an adoption program that actually holds. Frequently asked questions What is the adoption gap in a contact center project? The adoption gap is the space between technology delivery and genuine behavioral change. An organization can go live on time and on budget, and still fail to realize the outcomes the investment was supposed to produce, because users continue working the way they did before. The gap appears when adoption is treated as a side effect of training rather than a distinct workstream that requires planning, ownership, and sustained attention. Why do contact center projects fail to deliver ROI after go-live? Contact center project ROI depends on people using the technology well, not just on the technology being live. When adoption is not planned for, users default to old habits, advanced features go unused, and the improvements in CX, productivity, and service quality that justified the budget never materialize. The business case was built on behavioral change. If that change does not happen, the case does not close. How long does it take to see results from a contact center implementation? Technology goes live in weeks or months. Behavioral change takes longer. Organizations that invest properly in adoption typically see early signals within 60 to 100 days. ROI metrics and quality improvements typically move at the three to six month mark, assuming adoption is actively managed. Advanced features and AI capabilities take longer still, as they require platform maturity that only develops once the basics are genuinely adopted. Does this apply to IT projects beyond contact center and cloud telephony? Yes. The adoption gap described here exists in any significant IT transformation. The technology changes faster than behaviors do, and most organizations invest heavily in delivery while underinvesting in the change effort required to realize the value. In contact center environments specifically, the cost of poor adoption is most immediately visible in customer outcomes, making it a particularly high-stakes example of a universal challenge. What should organizations plan for after contact center go-live? After go-live, organizations should have a named adoption owner, defined behavioral success criteria, feedback and reinforcement mechanisms that sustain new behaviors, and a clear plan for the first 100 days. Adoption is not a handover. It is a continuation of the change effort under different ownership, and it does not end when the platform is stable. About the author Rob Jeninga is COO of Purple, where he leads project delivery, customer success, and the adoption practice for cloud telephony and contact center implementations. Over fifteen years of leading global IT programs and projects, he has worked across enterprises and mid-sized organizations, seeing firsthand that the projects actively pursuing adoption are the ones that go from good to great. The human side of change is essential, easily overlooked, and consistently the hardest part. It is also where the magic happens. His goal is always the result beyond the milestone: the kind that carries real weight and impact long after the project has closed. --- ## Microsoft Teams contact center architecture: choosing the right path for your organization URL: https://www.letsgopurple.com/en/news/teams-contact-center-architecture Date: 2026-05-02 A practical guide to designing a contact center on Microsoft Teams. Walks through PSTN connectivity (Direct Routing vs Operator Connect), the three Microsoft-defined integration models (Connect, Extend, Unify), and how Purple helps organizations of different sizes and complexity profiles find the right fit. The buyer's situation You're modernising customer communication on Microsoft Teams. The platform itself is fixed; the architectural choices on top of it are not. Which connectivity option, which integration model, which licensing route, which failover design? The answers depend on your organization's size, your existing infrastructure, and what your service desk actually needs to do. This article is written for IT and telephony leads at mid-market organizations (roughly 100 to 2,000 seats) evaluating a Microsoft Teams contact center. We are a Microsoft partner with the Calling for Microsoft Teams Specialization. Most of our work is helping customers design and run telephony and customer interaction layers on Microsoft technology, from Teams calling through to a full contact center. The article walks through the choices Microsoft offers and how we help customers pick what fits, with every architectural claim grounded in Microsoft's own documentation. TL;DR Two PSTN connectivity options matter: Direct Routing (most flexible, usage-based pricing, what we recommend) and Operator Connect (fast deployment, per-number pricing, country-bound to participating carriers). Three Microsoft-defined contact center integration models: Connect (vendor's platform handles the call), Extend (Teams holds the call, vendor extends from the side), and Unify / Teams Phone Extensibility (ACS Call Automation behind a Teams resource account). Plus a fourth path Purple typically recommends: Direct Routing into Azure Communication Services with Purple+ as the contact center layer. Native on the same Azure stack Teams runs on, lowest licensing footprint after the November 2025 changes, and carrier-side failover orchestration that keeps customer calls flowing through any single-component failure. In this article PSTN connectivity: Direct Routing vs Operator Connect Contact center integration models (Connect, Extend, Unify, and Purple's path) Cost and operations Different organizations, different fits What we typically recommend, and why Designing for failure as a choice When having one partner across the stack helps Frequently asked questions Step one: how does PSTN reach Microsoft Teams? Two production-grade options for getting public phone calls into Microsoft Teams: Direct Routing and Operator Connect. A third option, Microsoft Calling Plans, exists for a smaller set of countries. What is Direct Routing for Microsoft Teams? Direct Routing connects the public phone network to Microsoft Teams via a certified Session Border Controller and a SIP trunk. The SBC sits between your operator and Microsoft. You or a partner own and operate the SBC. Direct Routing is how SIP trunking is implemented for Microsoft Teams Phone, and it is the most flexible option for routing rules, hybrid analog or SIP environments, and country coverage that Operator Connect has not yet reached. What is Operator Connect for Microsoft Teams? Operator Connect is a managed service in which your operator (if they have joined the Microsoft Operator Connect program) runs the connection between the public phone network and Microsoft. You manage numbers in the Teams Admin Center. There is no SBC for you to configure. Operator Connect is fast to deploy and works well in the 96+ countries with participating operators. The headline difference between the two: Operator Connect is the fastest path if all you need is Teams users on phone numbers in countries with a participating carrier, and the user count is modest. Direct Routing is the right answer when you need numbers that terminate outside Teams (analog endpoints, on-premises systems, custom routing), when you have more than a few dozen numbers and want usage-based cost rather than per-number pricing, or when your country footprint goes outside Operator Connect's coverage. Most operators in the Operator Connect program are licensed in one country or a small region. Purple operates as the carrier directly in 90+ countries through Direct Routing, which is why our deployments scale cleanly to multi-country rollouts without needing per-region carrier negotiation. For customers who specifically want Operator Connect, we partner with Odido and Enreach to deliver it; most of our deployments use Direct Routing for the cost and country flexibility. Number management is the same on either path for our customers because we provide it through Purple Assistant rather than relying on the Teams Admin Center alone. What about Microsoft Calling Plans? Calling Plans are a third option where Microsoft itself is the operator. Simple, but only available in a limited set of countries and at a fixed price per user. Most multi-country rollouts end up on Operator Connect or Direct Routing for cost and country-coverage reasons. Step two: how does the contact center sit on top? Once calls reach Teams Phone, you typically route them to a resource account: a call queue, an auto attendant, or an IVR. For a small support team, that is sometimes enough. For a real contact center, you need a layer with skill-based routing, supervisor views, wallboards, AI transcription, CRM context, and reporting that outlives 45 days. Microsoft defines three certified integration models for that layer. The names and definitions below come straight from Microsoft's own documentation. The clearest mental model is to ask two questions for each: where does the contact center actually live, and where does the agent work? ModelWhere the contact center livesWhere the agent works Connect Outside Teams. The vendor's own contact center platform handles every customer call. In the vendor's CCaaS client. Teams Phone is only used to transfer a call to a Teams user. Extend Inside Teams. The call lives in Teams Phone; the vendor adds a Teams app and an Azure Bot that participates in the call. In the Microsoft Teams client, using a vendor app embedded inside Teams as a Teams app. Unify (TPE) Built on Azure Communication Services. The call enters Teams Phone, then hops to ACS Call Automation via an Event Grid notification. In a custom client (or in Teams via dual persona) connected to the vendor's ACS-based contact center server, which can run on any cloud. Source Microsoft Learn — Teams Contact Center integration models Each model has a different call path. Click through the four cards below to see how each one flows, with a plain-English label on every step plus the technical term for voice specialists. Where Purple stands on these four paths We support all three Microsoft-defined integration models (Connect, Extend, Unify) and add a fourth: Direct Routing into Azure Communication Services with Purple+ as the contact center layer. The fourth path is what we typically recommend because it gives the best balance of cost, flexibility, and resilience for most mid-market customers. The first three remain available when a specific situation calls for them. Each card below shows whether Purple deploys it on request, or recommends it as the default. Practically: with Connect, your customer-facing layer depends on the vendor's cloud. With Extend, it depends on Teams Phone. With Unify, it depends on a Teams resource account and the cloud the vendor's CCaaS server runs on. None of these is wrong; the right choice depends on what the rest of the design needs to do. Microsoft's TPE documentation describes the Unify flow verbatim: "Inbound PSTN calls to the phone number assigned to the Teams resource account triggers an Incoming Call Event Grid notification. The Incoming Call notification goes to the configured endpoint in the Azure Communication Services Resource you linked to the resource account during provisioning." Microsoft does not specify which infrastructure the vendor's CCaaS server has to run on; that is a per-vendor implementation choice. Source Microsoft Learn — Teams Phone Extensibility overview Cost and operations Three things shift the math significantly when comparing the connectivity options. 1. Calling Plans → Operator Connect → Direct Routing is the typical cost ladder. Microsoft Calling Plans is usually the most expensive option because Microsoft sets the per-user price. Industry sources commonly report Operator Connect landing around 30–60% below Calling Plans depending on the operator. Direct Routing through us tends to land another 30–50% below Operator Connect at meaningful volume, because the cost model is usage-based rather than per-user / per-number subscription. The exact percentages depend on call volume, country footprint, and outbound destinations. Talk to us if you want a costed comparison for your specific shape. 2. The November 2025 TPE license change. Per Microsoft's own TPE cost documentation: "Starting November 1, 2025, Calling Plan licenses assigned to Teams Resource Accounts will no longer support On-Behalf-Of PSTN outbound calls or server-initiated outbound calls. Customers now need a financing balance, which can be provided by a Communications Credits license for legacy customers or telco overage for MCA customers." The same page closes with: "Direct Routing numbers aren't affected by these licensing changes." So Unify on Calling Plan or Operator Connect now layers a Pay-As-You-Go Calling Plan plus Communications Credits on top of every Teams Phone licensed agent. Direct Routing, including ACS Direct Routing, sidesteps that entirely. Source Microsoft Learn — Cost and Connectivity Options for Teams Phone Extensibility 3. PowerShell complexity does not have to be your problem. Most articles describing Direct Routing point out that it requires PowerShell expertise and considerable operational effort to manage — SBC certificates, voice policies, dial plans, normalization rules, all in script form. That is true if you are building DR yourself. It is not how our offering works. Two reasons: Our SBC is carrier-hosted. The SBC, certificates, voice policies, and underlying PowerShell sit on our side, not yours. Your IT team does not run a Direct Routing infrastructure; they consume one. Day-to-day phone-number management runs through Purple Assistant, our Microsoft Teams add-on. Number assignment, porting, emergency-address management, queue and resource-account configuration, and bulk operations all happen through a clean web UI. The underlying PowerShell calls happen in the background. Your team manages users in the Teams Admin Center for everything else, exactly as they would on any Microsoft setup. So when other vendor articles list "PowerShell expertise required" as a Direct Routing downside, that is a critique of building DR yourself — not of consuming it as a managed service from us. Different organizations, different fits The right architecture depends on what your environment looks like. A few of the patterns we see: Hospital with on-premises alarm and nurse-call systems. Direct Routing with an analog gateway and on-premises SBC keeps alarm integrations working alongside the Teams contact center. Manufacturing site with analog machinery. Same shape: Direct Routing plus on-premises SBC handles the analog floor; Teams Phone handles the office. Legal or administrative office, no analog footprint. Operator Connect or Direct Routing into Teams Phone is enough. Smaller team that just outgrew the Teams Queues app. Sometimes Teams Phone plus Queues plus a reporting layer is the right answer. We say so when it is. Mid-market organization in 90+ countries. Direct Routing wins on cost, country coverage, and the November 2025 licensing math. Customer interactions critical to revenue or safety. Direct Routing into ACS with multi-region SBCs and an on-premises fallback gives the deepest resilience options. None of these maps cleanly to one Microsoft integration model. The right shape is usually a combination: connectivity option, integration model, on-premises components where they're needed. What we typically recommend, and why For most mid-market customers wanting room to grow, predictable cost, and a clear failover story, the architecture we typically recommend is Direct Routing into Azure Communication Services with Purple+ as the contact center layer. A useful Microsoft Learn note before we go further. ACS has its own Direct Routing capability, separate from Teams Direct Routing. Microsoft's documentation is explicit: "SBC FQDN in Azure Communication Services direct routing must be different from SBC FQDN in Teams Direct Routing." Two distinct products, two distinct SBC trunk endpoints, both on the same underlying Azure platform that Teams calling itself runs on. Source Microsoft Learn — Azure Communication Services direct routing infrastructure requirements In our recommended architecture, an SBC connects directly to ACS, and Purple+ runs as a native ACS contact center on top. The Teams integration buyers expect, presence, Entra ID groups, calendar, CRM context on the call surface, is provided alongside via Microsoft Graph and Entra APIs. ACS Direct Routing has its own documented failover mechanism with three FQDNs (sip / sip2 / sip3.pstnhub.microsoft.com), so primary / secondary / tertiary datacenter failover is built into the platform. The reasons we usually recommend this combination: Cost. Direct Routing numbers are exempt from the November 2025 PAYG and Communications Credits add-ons that Calling Plan and Operator Connect numbers now carry. For meaningful outbound volume that adds up. Country coverage and flexibility. Direct Routing reaches everywhere your operator can reach, and accommodates hybrid analog / SIP environments natively. Operator Connect coverage is good but country-bound to participating carriers. Resilience options. Multi-region SBCs in Azure plus the on-premises options described in the failover diagram below mean we can match a wide range of uptime requirements without changing platforms. Native on the same Azure stack as Teams. Purple+ uses ACS Call Automation and the ACS Calling SDK, the same building blocks Microsoft uses for Teams calling. There is no separate third-party cloud or legacy backend. Connect, Extend, and Unify remain valid options. If a customer specifically wants Operator Connect provisioning, the Teams provisioning model, or has a specific reason to keep an existing vendor's Connect-model platform, we run those too. We are not pushing one path; we are saying which one tends to fit best for most mid-market situations and why. Designing for failure as a choice How much failure planning you need is a design decision that should match the role customer interactions play in your business. For some customers a single Teams Phone deployment with Microsoft's own regional redundancy is plenty. For others, especially the hospital and high-volume customer-service patterns described above, the calling layer is too critical to depend on a single region or a single set of cloud services. The diagram below shows the full failover topology we deploy when an organization wants the deeper resilience options. Most installs use a subset. What this diagram shows is the toolkit. Multi-region Azure SBCs handle a regional Azure issue. Customers fail over from LAN to internet via 5G or a backup line when the office network has an outage. Purple+ on ACS keeps taking calls when Teams or Microsoft 365 has a regional incident, with agents shifting to the Purple+ desktop or mobile client, or to a 3rd-party SIP endpoint registered with the SBC (for example a Yealink handset in hybrid mode, which can register with up to three SBCs and fail between them automatically). For organizations with stricter uptime requirements, an on-premises SBC plus analog gateway sit alongside the Azure path so mission-critical lines stay up even during a full-stack incident. Not every customer needs every layer. A legal office probably does not need an analog gateway or an on-premises SBC. A hospital with alarm-system integrations might need both. We design backwards from the uptime your business actually requires, not forwards from a maximalist template. Three operational details that make the failover topology actually work in production Pay-per-use licensing for Purple+. Purple+ is billed per minute consumed, not per user. Every employee in your organization can be pre-enabled for Purple+ without licensing cost. So when an outage triggers a shift to Purple+ Desktop or Mobile, no last-minute provisioning is needed; the desktop and mobile clients are already in place for everyone, and an agent who normally works in Teams answers their next call in Purple+. Automatic failover orchestration. Because Purple operates as the PSTN provider, we orchestrate the failover ourselves rather than waiting on a customer-side response. If the primary and backup Azure SBCs both stop responding, traffic shifts to the on-premises SBC and analog gateway. If Teams stops responding to the SBC, calls reroute to ACS and ring Purple+ clients. If ACS stops responding, calls reroute to Teams. Each path triggers automatically, in seconds, from the carrier side. For mission-critical numbers, we can also configure a forward-on-failure rule at the carrier so that if no Azure or on-premises path responds within a defined window, inbound calls divert to a designated external number — typically a mobile group or an answering service — rather than being dropped. Identity transparency for the end user. When a call arrives on a different client than usual, it is labelled. Users see 'Fail-over' in the caller identity so they understand why their Purple+ Mobile is suddenly ringing when normally their Teams Desktop would. End users need a short briefing on this before go-live, but once they have seen the label once, the experience is self-explanatory. When having one partner across the stack helps For straightforward setups, working with multiple specialised vendors is perfectly fine. A telco delivers PSTN, a Microsoft partner provisions Teams calling, an off-the-shelf contact center vendor handles agent workflows. If the environment is simple enough, the contractual surface stays manageable. Where this gets harder is in the customer profiles described above: hospitals with alarm system integrations, manufacturing sites with analog machinery, multi-country deployments, anyone replacing a legacy PBX without downtime. The architecture in those cases has multiple components that need to work together, and incidents tend to span layers. Coordinating an outage response across four contracts is slower than coordinating it within one organization. Purple is set up to be the partner across all four layers when that is what an organization needs. We are a Microsoft Solutions Partner with the Calling for Microsoft Teams Specialization, the operator delivering PSTN in 90+ countries, the Direct Routing service provider, the contact center vendor, and the team running adoption and change management. Same company, same contract, same architecture diagram. We can also work alongside other vendors in stacks where customers prefer that, and we are happy to do so. The shortest version: if your requirement is "a contact center on Microsoft Teams" and the environment is simple, you have a wide market to choose from. If the requirement is "Microsoft Teams calling and a contact center, with analog or hybrid components, and a clear story for what happens during an outage", working with one team across every layer is usually faster, cheaper, and easier to support. Frequently asked questions What is the difference between Direct Routing and Operator Connect? Direct Routing connects PSTN to Microsoft Teams via a certified SBC and a SIP trunk that you or a partner manages. Operator Connect uses an operator that has joined the Microsoft program; the operator runs the connection and you manage numbers from the Teams Admin Center. Direct Routing gives more flexibility and country coverage; Operator Connect is simpler when your operator is in the program. What is SIP trunking for Microsoft Teams? SIP trunking for Microsoft Teams is implemented via Direct Routing. Your operator's SIP trunk terminates on a certified Session Border Controller, which then connects to Microsoft Teams Phone via Direct Routing. The SBC handles SIP signalling, codecs, and any analog or hybrid integrations on your side. This is the path most multi-country and hybrid environments use. What is the difference between the Connect, Extend, and Unify integration models? Connect uses a vendor's certified SBC and a vendor contact center platform; Direct Routing is the trunk used to deliver agent calls to Microsoft Teams. Extend uses Microsoft Graph and Cloud Communication APIs so agents work directly inside the Teams client; the vendor app provides queueing and supervisor functions but never holds the call. Unify (Teams Phone Extensibility) uses Azure Communication Services Call Automation; the inbound call goes through a Teams resource account into ACS via an Event Grid notification, and the CCaaS server-side application can run on any infrastructure. Do I need an Azure Bot Service to run a contact center on Teams? It depends on the integration model. The Connect model does not require a bot. The Extend model uses Azure bots and the Microsoft Graph Communication APIs. The Unify model (Teams Phone Extensibility) requires an Azure Bot resource with the Teams channel registered and Calling enabled, linked to the Teams resource account; this is a documented Microsoft provisioning step. Purple's parallel ACS Direct Routing path does not depend on a bot for the inbound call route, since it bypasses the Teams resource account entirely. What is the difference between Unify and ACS Direct Routing? Both can put the contact center on Azure Communication Services. Unify (TPE) routes calls through a Teams Phone number assigned to a Teams resource account, then via an Event Grid notification to the CCaaS server. ACS Direct Routing terminates calls in ACS directly via a separate SBC trunk; the Teams resource account is not in the inbound path. The difference matters when a Teams resource account or an M365 region has an outage. Is "Unify-certified" the same as "built native on Azure"? No. Unify is a connection method. Microsoft's TPE documentation does not specify what infrastructure the CCaaS server-side application must run on. A vendor can be Unify-certified while their core contact center logic runs on AWS, on-premises, or on a legacy platform bridged via webhook. Buyers should ask vendors directly what their CCaaS server runs on, not just which integration model they're certified in. What is Microsoft's multi-persona feature for Teams Phone Extensibility? Microsoft's TPE supports a multi-persona model where an agent can have a separate identity for customer-service calls (CCaaS) and another for internal Teams calls. The two flows can follow different policies — recording rules, presence behaviour, transfer paths, emergency calling configuration — even when the agent is using a single Teams Phone number. Useful when contact-center compliance differs from regular Teams use, or when an agent's CCaaS calls should not appear in their Teams call history. Documented on Microsoft Learn under Teams Phone Extensibility. If Teams goes down, do customer calls stop? It depends on the architecture. With Connect, the customer-facing layer (IVR, queue, recording) keeps running on the vendor's platform; what stops is transfers to Teams users and Teams-side integration. With Extend, Teams holds every call so a Teams Phone outage stops everything. With Unify, the inbound path depends on a Teams resource account so a Teams or resource account outage can stop calls. With ACS Direct Routing as the inbound path, customer calls reach ACS directly. Agents fall back to a desktop or mobile client that connects to ACS, and customer interactions continue. How do you handle a full Azure region outage? The primary ACS SBC and backup SBC run in different Azure regions. PSTN traffic shifts to the backup SBC when the primary region has an outage, using Microsoft's documented sip / sip2 / sip3.pstnhub.microsoft.com FQDN failover. For customers requiring more nines, an on-prem SBC plus analog gateway provides an additional layer that does not depend on Azure at all. Further reading Microsoft documentation referenced throughout this article: Teams Contact Center integration models (Microsoft Learn) Teams Phone Extensibility overview (Microsoft Learn) Teams Phone Extensibility FAQ (Microsoft Learn) Cost and Connectivity Options for Teams Phone Extensibility (Microsoft Learn) Azure Communication Services Direct Routing infrastructure requirements (Microsoft Learn) Talk to us If you are modernising customer communication on Microsoft Teams and want a sanity check on the architecture you are considering, we are happy to have that conversation. Get in touch. We will walk through your environment (analog, on-premises, multi-country, or none of the above), your existing Microsoft setup, and what your service desk actually needs to do, and recommend the path that fits, on Microsoft technology, designed and run with you. --- ## Five signs you have outgrown the Teams Queues app URL: https://www.letsgopurple.com/en/news/outgrowing-teams-queues Date: 2026-04-20 The Queues app is more capable than most teams give it credit for. But once your job is answering calls, not just having phones, the seams start showing. Five honest signs, and what to do if two or more apply. The question nobody has asked out loud yet Every Monday the supervisor exports the Queues data to Excel. Every Friday a new workaround gets added. The team keeps making it work. But something has shifted over the last six months: taking calls used to be part of the job, and now it is the job. The Queues app is the obvious default when you turn on Teams calling. For a while it is enough. Then one day it stops being enough, and the honest question has to be answered: are we running a contact center now? We deploy Microsoft Teams calling for customers in more than 90 countries, that is most of our work, so we've watched this transition play out enough times to recognise the pattern. Below are five signs that you've outgrown Queues. No single one is decisive. If two or more describe your normal, it's time to evaluate what comes next. Sign 1: you can't see what's happening right now The supervisor can tell you what happened yesterday, last week, last month. Live is harder. Who is on break right now? Which agent is three minutes into a call that should have ended two minutes ago? How many callers are waiting in the priority queue this minute? The Queues app gives you yesterday's story. A contact center gives you the current one. Supervisor blindness is the earliest and most commonly dismissed sign. Teams work around it for months by messaging each other on Teams: "are you on a call?" That is not supervision, that is coordination-by-chat. Sign 2: your routing logic keeps hitting the ceiling Calls route by queue membership. That is the toolbox. Then one day the business asks: can we send VIP accounts to a different queue? Can overflow roll to the sales team after six rings? Can Dutch callers be routed to Dutch-speaking agents? Can the after-hours path go to a voicemail that auto-transcribes and files a ticket? Can we close one specific queue for a local holiday without closing the others? Each of these is solvable in Queues with a workaround. Stack five workarounds on top of each other and the system is no longer understandable. When someone new joins the team they cannot be onboarded on the routing rules, because the routing rules are tribal knowledge. That is the sign. Sign 3: your agents live in another system all day If the agents spend eighty percent of their day in Salesforce, ServiceNow, TopDesk, Dynamics, or any CRM or ticketing system, Teams is the wrong primary surface. They alt-tab on every call. They copy caller ID into the search bar. They paste notes back from the call. A proper contact-center layer puts the customer record next to the call surface, so the incoming call shows the account, the open ticket, the last conversation. We covered the outbound version of this in the outbound article; the inbound version is the same pattern. Sign 4: what isn't working is invisible Queues data retention is forty-five days. That is enough for week-to-week operations. It is not enough for quarter-to-quarter patterns, seasonal missed-call spikes, IVR drop-offs, agent performance drifts, the Black Friday post-mortem. Once your questions go past a month, you are either exporting to Power BI yourself or you are answering with "we don't know." We went deeper on this in the reporting article. Short version: if you need historical reporting that outlasts forty-five days, you need a platform with real retention or a BI pipeline of your own. Sign 5: the team's job IS answering calls This is the softest sign to articulate and the hardest to deny once you see it. A service desk has twenty people. Eighteen of them spend their day on the phone. The other two supervise, coach, and handle escalations. In that shape, calling is not a feature of the job, it is the job. At that point Queues, which is built to be a useful feature layered on top of Teams for teams that happen to take calls, starts costing real money in attrition, customer complaints, and missed opportunities. Not because Queues is bad; because it is built for a different use case. A proper contact center is built for this one. How to decide None of these signs alone means you need to change tools. Every team has some of sign 1 or sign 4 on a bad day. The question is whether two or more describe your normal. If two or more apply, it's time to evaluate. If only one does, watch it. If zero do, Queues is fine. Stop worrying about it and go solve something else. Most of what we do is help customers run Teams calling well: SBCs, Operator Connect, routing, the full Teams Phone deployment. For the teams that have outgrown Queues and need a layer on top, we also build Purple+, one of the contact-center options at Level 4. Other platforms cover other shapes. Get in touch if you want to talk through where your team sits today. --- ## Outbound calling in Microsoft Teams: what works, what doesn\u2019t, what you need URL: https://www.letsgopurple.com/en/news/outbound-teams-phone-what-works Date: 2026-04-06 Teams is a phone, not an outbound tool. For most teams doing follow-ups, returns, or service callbacks, the gap isn\u2019t a dialer, it\u2019s context. The honest breakdown of what Teams handles, where it stops, and what you actually need on top. The scene everyone recognises A sales rep has a list of leads to call back. She opens Teams in one window, Salesforce in another, and a spreadsheet in a third. She copies a number from the spreadsheet, pastes it into Teams, clicks call. When the prospect answers, she alt-tabs into Salesforce to pull up the deal. Half a minute of "sorry, one second" later, she is finally in context. Next call, same ritual. This is not a tools problem. Teams can dial out. Salesforce has the data. The problem is that nothing connects them on the call itself. Outbound calling breaks down at the seam between "I am on a call" and "I know who I am calling." We deploy Microsoft Teams calling for customers in 90+ countries, so outbound is a question we get asked a lot. Below is what Teams actually does for outbound today, where the next question comes in, and what the honest answer looks like. Spoiler: for most organisations the missing piece is not a dialer. What Teams gives you for outbound today Teams Phone handles one-on-one outbound calling well. Click a number, the call goes out over your SIP, Operator Connect, or Calling Plan trunk. An outbound call gets the same Copilot assistance as an inbound one: live transcription, post-call summaries, action items. Click-to-dial works from Outlook contacts and, if you have it, from Dynamics. Group calling lets a few people dial in together for an outbound conference. As a phone for individuals making occasional outbound calls, Teams is well-suited. A salesperson making three follow-ups a day is served. A manager calling a customer back after an escalation is served. This is the sweet spot. Where structure starts to matter Once outbound becomes a structured team activity rather than an individual act, a few gaps open up. There is no wrap-up state after an outbound call, so the rep cannot log a result without opening another tool. There are no disposition codes. There is no outbound-specific reporting: no connection rate, no average talk time per agent, no contact rate per list. A supervisor cannot see, at 11:00 on a Tuesday, who on the team is actively on outbound calls versus between calls versus away. And the CRM context the rep needs on the call surface itself isn't there. The rep still alt-tabs. For most teams the missing piece isn\u2019t a dialer, it\u2019s context When operations managers think "we need an outbound tool," they usually picture a predictive dialer: software that auto-dials a list, drops calls that do not answer, and hands the rep a live conversation with no ringing. That is a real product category and it exists for a reason. But most B2B organisations doing outbound do not actually need one. What they need is calling that stays connected to the customer record. The account view the rep was just looking at should not disappear when the phone rings. The note from last week's call should be one glance away, not three clicks. The wrap-up the rep types after the call should land in the CRM without copy-paste. If you are doing twenty, fifty, even a hundred outbound calls a day per agent and each one is a real human conversation about a real account, you do not need a predictive dialer. You need context. For customers who need the layer on top, we also build Purple+ Purple+ is the contact-center layer we build for customers who have outgrown what Teams alone offers. It sits on the same Teams calling infrastructure we deploy, so for outbound that means wrap-up and disposition codes on outbound calls, a supervisor view of outbound activity alongside the inbound queues, and CRM context on the call surface (native for Salesforce, Dynamics 365, ServiceNow, TopDesk, SAP, Jira, and Monday; tabbed-CRM integration for any other web-based CRM). What Purple+ is not: a predictive or progressive dialer, a campaign-list tool, or a telemarketing platform. If you're dialing five hundred numbers an hour against a compliance-checked list, you're in a different product category. See the next section. When you need something else entirely Two honest signals that you have outgrown a contact-center-style outbound layer and need a dedicated dialer platform: Outbound is your primary channel and volume sits structurally above roughly a hundred connected calls per agent per day You call consumers and need structured compliance, the Bel-me-niet Register in the Netherlands, do-not-call lists abroad, timezone throttling, attempt caps per contact For these, look at dedicated outbound platforms. The category name is outbound dialer or contact-center-as-a-service with dialer. Naming specific vendors here would age badly; search the category and evaluate in terms of what matters for your operation. Choosing honestly Teams alone is right for teams making outbound calls as individuals, and getting more out of Teams is something we help with all day. Purple+ enters the picture when outbound becomes a structured team activity and context is what's breaking. Look at a dedicated dialer platform when outbound is the entire business model and volume or compliance demand it. The worst answer is buying a dialer platform you do not need. If Teams does what you need, we can help you run it well. If context is the problem, we can help with that too. Get in touch if you want to talk through where your team sits. --- ## Call queue reporting beyond 45 days: how to choose the right option URL: https://www.letsgopurple.com/en/news/call-queue-reporting-options Date: 2026-03-23 The Teams Queues app retains call data for 45 days. For anything longer, monthly trends, quarterly reviews, SLA evidence, you need different tooling. Four honest levels and how to pick between them without buying something you don\u2019t need. Friday afternoon, 14:47 It is 14:47 on a Friday. Finance just asked you to prove an SLA on a call from six months ago. The Queues app shows forty-five days. You are about to have a bad afternoon. If you haven't had this exact afternoon yet, one of your colleagues has. The Teams Queues app retains call data for forty-five days. That is fine for the "what happened yesterday" question; it breaks the moment anyone asks "what happened last quarter." We deploy Teams calling and the Queues app for customers in 90+ countries, so we see this decision come up often. This article is a straight breakdown of your four honest options when you outgrow forty-five days, and how to decide between them without buying something you do not need. Level 1: stay inside the Queues app The Queues app is free with Teams and covers more than most managers realise. Real-time view of who is available, shared call history so two agents do not return the same missed call, queue-level KPIs, and the forty-five-day reporting window itself. Use it if your queue volume is steady, you review weekly or daily, and forty-five days of history is more than you ever look back at. You have outgrown it when you need month-over-month comparison, quarterly reviews, annual reports, or formal evidence that a particular SLA was met on a particular date six months ago. If any of those just described your world, keep reading. The next tier is work you do yourself. Level 2: export to Power BI or Excel A common first step once you need longer history is to pull Queues data into Power BI, build a data model, and keep the history yourself. This works. It is also work. Plan for a data pipeline that someone maintains when Microsoft changes the schema, a definition of "a good month" that the whole team agrees on, and the ongoing effort of making the dashboard actually useful. Most organisations underestimate this. A Power BI report nobody trusts is worse than no report at all. Use it if you have a BI team that wants to own this and your reporting needs are relatively stable. Skip it if you want someone else to maintain the plumbing, or you need supervisor-grade features like live coaching, call recording search, or IVR analytics that are not in the standard export. If Level 2 sounds like work, that is because it is. Level 3 is where you pay Microsoft to do some of that plumbing for you. Level 3: Teams Premium Teams Premium extends the Queues app with additional analytics and richer call handling. For teams close to the Queues app ceiling but not ready for a separate contact center product, it is a reasonable middle step. Check Microsoft's current licensing page for exact retention limits and feature scope before committing. The Premium bundle is reviewed regularly and the feature list moves. Use it if you are already standardising on the Microsoft stack, you need a bit more than Queues offers, and the Premium licensing cost fits your per-user budget. Premium closes part of the gap. For some teams it closes enough. For others the question changes entirely at the next tier. Level 4: a dedicated contact center platform At some point the question stops being "how do I keep more history?" and becomes "am I running a contact center or not?" Once the job of your team is taking calls, not just incidentally answering them, a dedicated contact center platform earns its keep. What you get that the earlier levels do not: Unlimited or long-configurable retention, with search and filtering across years Agent-level analytics: performance, handle time, call quality, coaching notes IVR analytics: where callers drop, which menus drive traffic, which options need redesign Real-time supervisor tooling: live wallboards, whisper and barge, queue intervention Outbound reporting: connection rates, disposition codes, activity per agent Use it if the call queue is a revenue or support channel for your business, not a side effect of people having phones. We covered the broader decision of when you've outgrown Queues overall in the outgrowing Queues article, and the outbound-specific version in the outbound article. Choosing honestly The right answer is the smallest tool that fits your actual question. If the Queues app solves what you need, use it. If Power BI is the right scope and you have the team, go that way. If you are running a real contact center, the platform will pay for itself in staffing decisions alone. The wrong answer is buying a platform you do not need, or running on the Queues app when you should have upgraded a year ago. Most of our customers sit on Teams alone and that is exactly right for them: running Teams telephony well is the bulk of what we do. For the ones who have outgrown the Queues app and Teams Premium, we also build Purple+, one of the Level 4 options. If you want to walk through where you are on this spectrum, get in touch. --- ## What's new in Teams calling: the spring 2026 update URL: https://www.letsgopurple.com/en/news/teams-calling-whats-new Date: 2026-03-09 Microsoft has been busy with Teams Phone these past months. Copilot joined the call, the Queues app grew up, and Interpreter started earning its keep. Here is what matters for the people who actually run it. Teams calling is quietly becoming a very different product If you set up Teams Phone two years ago and have not looked since, you would barely recognise the product today. Microsoft has shipped a steady run of features into the calling stack in the first months of 2026, and most of them are aimed squarely at the part of your organisation that takes the calls for a living. Contact centres, reception desks, sales teams, service desks. We cover Teams calling for a living in more than 90 countries, so we have a short list of the changes that actually move the needle. Here is what is live, what is close, and what it means if you run on Teams Phone. Live today: Copilot is on the call with you Copilot in Teams Phone is no longer a demo. Users with the right licence now see a Copilot side panel while a call is in progress, pulling up context, taking notes, and answering questions without making anyone put the caller on hold. When the call ends, Copilot writes the summary and the follow-up list for you. The feature that gets the most reaction in our demos is the Copilot summary for transferred calls. When a call is handed from one person to the next, the receiving user gets a short brief of what the caller wanted and what has already been discussed. No more "let me explain it again to the next person." What it is good for: reducing the invisible tax that every transfer puts on the caller. What it is not: a replacement for a properly trained team. Copilot summarises, it does not judge. Sources Get started with Copilot in Microsoft Teams Phone · Microsoft Support Summarize transferred calls in Teams with Copilot · Microsoft Tech Community Live today: the Queues app finally acts like a grown-up The Queues app, Microsoft's built-in call queue experience inside Teams, picked up two quiet but important upgrades this year. Shared call history so a team can see who has already returned the missed call, and reporting retention bumped to 45 days. The shared history sounds small and is not. Every contact centre we have walked into has some version of the same problem: two agents call the same customer back because neither knew the other already tried. Shared history fixes that without a third-party tool stitched to the side. The 45-day window is useful for the other kind of question. The one where a manager asks on a Monday what happened three weeks ago on a Friday afternoon, and the answer used to be "we don't have that anymore." Sources Shared call history for call queues · Microsoft Learn Auto attendant and call queue historical reports · Microsoft Learn Live today: Interpreter in Teams Phone Interpreter in Teams does real-time translation between Teams users across nine languages, while the call is happening. Both sides hear the other in their own language. Is it going to replace your multilingual contact centre in Amsterdam or Brussels? No. Is it genuinely useful the next time an English-speaking engineer needs to get on a call with a French-speaking supplier without a scheduled interpreter? Yes. It is the kind of feature you forget exists right up until the moment you need it. Sources Interpreter in Microsoft Teams meetings and calls · Microsoft Support Manage Interpreter agent for your organization · Microsoft Learn On the roadmap: multi-line and Attendant Agent Two items on the published roadmap are worth tracking because they change what a single Teams user can do. Multi-line for Teams Phone gives one user up to ten numbers on a single account, which is how executive assistants, shared-desk operators, and front-office staff have always actually worked. Today you stitch this together with call queues and delegation. Soon you will not have to. Attendant Agent is Microsoft's take on an AI-built auto-attendant, designed to be assembled inside Copilot Studio rather than a separate IVR tool. The honest read: AI attendants are a category where the gap between a demo and a production system is larger than anyone admits. We will judge it on the real deployments, not the keynote. Sources What's new in Microsoft Teams, March 2026 · Microsoft Tech Community Microsoft Copilot Studio · Microsoft What this means if you run Teams calling with Purple Most of what Microsoft announced this year is already included in the Teams Phone licences our customers already hold. Copilot is the exception: a paid add-on, and the question we get most often is whether it is worth the per-user cost. Our honest answer: it depends on whether your people are on calls all day, and whether your current post-call admin is the bottleneck. These updates are good news. The Queues app, Interpreter, and Copilot make everyday Teams calling better, and that is where most of an organisation's calling volume lives. If Teams Call Queue and Teams Premium cover what your business needs, you have everything you need inside the Microsoft stack. Purple+ starts where Teams stops. It is a contact centre built on top of Teams, for the people whose job is taking calls: service desks, customer care, sales floors, dispatch. Structured outbound with wrap-up codes and CRM context, real supervisor tooling, wallboards, long-term reporting, IVR with actual business logic, CRM integrations. The things the Queues app and Teams Premium intentionally do not try to do. We are not competing with Teams. We fill the gaps that appear the moment your queue becomes a revenue or support channel. On the telephony layer, Purple Cloud Calling keeps the plumbing running across the 90+ countries we cover: SBCs, SIP trunks, Operator Connect peering, Direct Routing. So the Microsoft features above just work when you turn them on, and our contact centre adds the rest when Teams alone is not enough. If you want the shortlist of which of these to pilot first, and where Purple+ would actually add value on top, that is a 20 minute conversation. Book a call and we will walk you through it. --- ## A New Reporting Engine for Purple+: What We Are Building URL: https://www.letsgopurple.com/en/news/reporting-engine Date: 2026-02-24 We are rebuilding the Purple+ reporting experience from the ground up. A native reporting engine inside the desktop app, designed for supervisors who need answers fast. Here is what is coming. Why we are rebuilding reporting Purple+ already has reporting. It works through the management portal and covers the basics: inbound and outbound call counts, answered and missed calls, calls-per-hour charts, calls-per-agent breakdowns, and SLA overviews. For many teams, this does the job. But we keep hearing the same feedback. Supervisors want to drill down from a number to the actual calls behind it. They want to compare queues side by side. They want to answer "why were calls missed?" without exporting data to Excel. And they want to do it without switching between the desktop app and a browser. That is why we are building a completely new reporting engine, native inside the Purple+ desktop application. What the new reporting engine looks like The new engine is not a web page. It is a native module inside Purple+, sitting right next to your calls, chat, and contacts. Click the Reports tab and your data is there. No separate login, no browser, no context switching. Every screen is designed for supervisors who need to make decisions based on what is happening right now. The interface follows the same Teams-inspired design as the rest of Purple+, so there is nothing new to learn. Overview dashboard: the full picture in one glance The overview dashboard shows six key performance indicators at the top: total inbound calls, answered calls, missed calls, answer rate percentage, average call duration, and transfers. Each tile is color-coded and clickable. Tap "Missed" and you jump straight to the call log filtered to missed calls. No hunting through menus. Below the KPIs, a queue health grid shows every queue in your contact center with its answer rate and SLA status. Green means healthy. Red means attention needed. You can spot problems across all queues in a single scan, then click into any queue for the full breakdown. Queue detail: drill down to what matters Select any queue and you get its dedicated detail view: the same KPI tiles filtered to that queue, an SLA progress bar showing target versus actual performance, a monthly trend chart, hourly call distribution, and an agent breakdown table showing who handled what. For organizations using IVR menus, the reporting engine shows the full IVR structure: parent menu, branches, and per-branch call volumes. You see exactly how callers navigate your menu and which options drive the most traffic. Agent performance at a glance The team overview shows every agent in a sortable table: calls answered, calls missed, total duration, average duration, and hunt rate. Click any agent to see their individual detail page with a comparison against team averages. Supervisors see exactly who is performing well and who might need coaching, backed by data instead of assumptions. A presence timeline shows each agent's availability throughout the day. Green for available, red for busy, yellow for away, grey for offline. This makes shift coverage gaps visible at a glance. Call log: one source of truth Every number in the reporting engine is backed by actual call records. The call log is a paginated, filterable view of every call that came through your contact center. You can filter by date range, caller, agent, queue, and call status. Search for a specific caller number and see their complete history. Filter to missed calls on a specific queue and see exactly when they happened and how long the caller waited. The call log is the single source of truth. Whenever you click a number anywhere in the reporting engine, you land in the call log with the right filters already applied. No manual searching required. Missed call heatmap: spot patterns, not just numbers A missed call count tells you how many calls were lost. A heatmap tells you when. The reporting engine includes a day-by-hour heatmap that shows missed call density across the week. Dark cells mean heavy missed call periods. Light cells mean coverage is adequate. This visual pattern makes staffing gaps immediately obvious without analyzing spreadsheets. How this improves on current reporting The current reporting in Purple+ works, but the new engine takes it significantly further: From isolated widgets to connected dashboards: Every metric links to the data behind it. Click an answer rate and you see the actual calls. From browser to native app: No more switching between the desktop client and a web portal. Reports live inside the app you already use. From static charts to interactive drill-downs: From overview to queue to agent to individual call, everything is connected. From Excel exports to built-in analysis: Queue comparisons, agent rankings, and trend analysis become native features. What comes next The reporting engine is being built in stages. The first release covers the foundation you see here: overview dashboard, queue health, agent performance, call log, missed call heatmap, IVR drill-down, and date range filtering. All built on data that Purple+ already collects. Part 2 will add the feature that contact center managers ask for the most: "Why are calls being missed?" That release will include abandoned versus missed call analysis, agent engagement metrics, the offer chain (which agents were offered a call, who declined, who timed out), voicemail tracking, and wrap-up time analysis. Coming soon The new reporting engine is currently in development. Want to be among the first to use it? Contact our team to register your interest, or book a demo to see what we are building. --- ## Purple Achieves ISO/IEC 27001:2022 Certification URL: https://www.letsgopurple.com/en/news/iso-certification Date: 2026-02-10 Purple has earned ISO/IEC 27001:2022 certification, confirming that information security is embedded in every layer of the organization. Why ISO 27001 Matters for Cloud Communication Organizations that move telephony and contact center operations to the cloud need confidence that their provider treats security as a core discipline. ISO/IEC 27001:2022 is the internationally recognized standard for information security management systems (ISMS). Achieving this certification means Purple meets rigorous requirements for protecting data confidentiality, integrity, and availability. Information Security as a License to Operate For Purple, information security is not a checkbox exercise. It is a license to operate. Every employee, every process, and every system is part of the security framework. The ISMS is actively used in daily operations, not just maintained for audit purposes. This approach ensures that security decisions are made consistently across the organization. What the Certification Covers Risk assessment and treatment processes for all business operations Access control and identity management across cloud infrastructure Incident response procedures with defined escalation paths Supplier and third-party security requirements Continuous monitoring and improvement cycles Continuous Improvement, Not a One-Time Audit ISO 27001:2022 requires organizations to demonstrate continuous improvement. Purple conducts regular internal audits, management reviews, and risk assessments to ensure the ISMS evolves with emerging threats and changing business needs. The certification is maintained through annual surveillance audits by an accredited external body. Leadership Perspective "Information security is a license to operate. This certification confirms what we practice every day: security is embedded in how we work, not bolted on as an afterthought." Robert Jeninga, COO "Our ISMS is a living system. It guides decisions, shapes processes, and gives our customers the assurance that their data is protected by design." Mark Jonkman, Security Officer What This Means for Purple Customers Customers working with Purple can rely on a provider that has been independently verified to meet international security standards. Whether you use Purple for managed Teams telephony, Purple+ contact center, or global services, the same security framework applies. Your data is protected by the same standards that govern critical enterprise infrastructure worldwide. --- ## Purple+ Scheduler: Automate Your Contact Center, Around the Clock URL: https://www.letsgopurple.com/en/news/purple-scheduler Date: 2026-02-06 Contact centers run on schedules. Opening hours change, agents rotate, after-hours routing switches on and off. Most teams still do this manually. Purple+ Scheduler puts it all on autopilot. The real cost of manual scheduling Every contact center runs on a rhythm. Queues open at 8 AM, overflow routing kicks in at 6 PM, a different team handles Saturday calls, and standby numbers activate after closing time. These changes happen every day, every week, every season. In most contact centers, someone has to remember to make each change. A team lead logs into the management portal, adjusts the opening hours, switches the overflow number, and reassigns agents to different queues. If they forget, calls get dropped, routed to the wrong place, or greeted with yesterday's message. This is not a technology problem, it is an operational risk. And it compounds: the more queues you manage, the more changes you need to track. How most contact centers handle this today The typical approach is a combination of spreadsheets, calendar reminders, and manual configuration. A supervisor keeps a shared document listing which agents work on which queues, and someone checks it every morning to make the changes in the system. This works until it does not. A supervisor calls in sick, a new overflow rule gets missed during a shift change, and the result is always the same: customers hear the wrong message, reach the wrong team, or hit a dead end entirely. Meet the Purple+ Scheduler The Scheduler is a paid add-on for Purple+ that automates specific configuration changes on your contact center queues. Instead of remembering to make changes manually, you schedule them once and the system handles the rest. It works like a calendar: you create events that define what should happen, when, and on which queue. What you can schedule today The Scheduler currently covers the two most common contact center scheduling needs: After-hours overflow routing: Define where calls go outside business hours. Forward to an external number, play an audio message, send callers to voicemail, or route to another queue. Changes activate and deactivate automatically, so nobody has to touch the system at opening or closing time. Agent assignments: Schedule which agents are on which queues at what times. Recurring events add the right agents at the start of each shift and remove them when it ends. Especially valuable for contact centers with rotating schedules, part-time staff, or specialized skill groups. Both support daily, weekly, and monthly recurrence patterns. Set it up once and move on. Coming soon We are actively expanding what the Scheduler can automate. Currently in development: Welcome messages: Swap greetings based on the time of day or day of the week Overflow handling: Automatically change where calls go when your queue reaches capacity or wait times exceed your threshold Opening hours changes: Temporarily change a queue's opening hours for events, maintenance, or team days, with a dedicated audio file or alternative routing Calamity routing: Pre-configure emergency routing that activates instantly: redirect calls to a backup number, play a specific announcement, or close queues until the situation is resolved These features will be added as they become available. If any of these are critical for your organization, contact our team to discuss your timeline. Why this matters Individual scheduling tasks might seem small: change an overflow number here, swap an agent assignment there. But in a contact center with multiple queues, shifts, and seasonal variations, these small tasks add up to hours of manual work every week. More importantly, they add up to risk, because every manual change is a chance for human error. Contact centers that automate this see fewer routing errors, less administrative overhead, and a consistent customer experience regardless of who is on shift. Supervisors spend less time on configuration and more time coaching their teams. Get started The Scheduler is a paid add-on for Purple+. Want to see what it can do for your contact center? Contact our team to set up a trial, or book a demo and we will walk you through it with your own scenarios. --- ## Purple Renews Calling for Microsoft Teams Specialization URL: https://www.letsgopurple.com/en/news/teams-calling-specialization Date: 2026-02-03 Purple has renewed its Calling for Microsoft Teams specialization, a distinction held by only a small number of Microsoft partners in the Netherlands. What Is the Calling for Microsoft Teams Specialization? The Calling for Microsoft Teams specialization is a Microsoft-verified credential that recognizes partners with proven expertise in deploying and managing Teams telephony solutions. To qualify, partners must demonstrate technical capability, customer success, and meet strict performance thresholds set by Microsoft. Only a small number of partners in the Netherlands hold this specialization. Why Calling Is Business-Critical Telephony is the backbone of business communication. When calling does not work, customer interactions stall, deals are delayed, and support quality drops. Organizations need a partner that understands the full complexity of enterprise telephony, from SBC configuration and number porting to call routing and compliance across multiple countries. Proven Expertise in Enterprise Telephony Purple manages Microsoft Teams calling for organizations across Europe, covering more than 90 countries. The renewal of this specialization confirms that Purple consistently delivers high-quality implementations, maintains customer satisfaction, and stays current with the evolving Microsoft Teams platform. What This Requires Demonstrated customer deployments with verified references Certified technical staff with up-to-date Microsoft qualifications Meeting performance thresholds for deployment quality and customer satisfaction Ongoing compliance with Microsoft partner program requirements Leadership Perspective "Calling is mission-critical infrastructure. Renewing this specialization shows that we do not just implement Teams telephony; we deliver it at the highest level, consistently." Harold Speeks, CEO What This Means for Customers Working with a specialized partner reduces risk. Customers benefit from proven methodologies, deep platform knowledge, and a track record of successful enterprise telephony deployments. Purple's specialization gives organizations confidence that their calling infrastructure is in expert hands. --- ## Purple+ and Azure Communication Services: A New Foundation for Contact Centers URL: https://www.letsgopurple.com/en/news/purple-acs Date: 2025-04-09 Purple+ is built entirely on Azure Communication Services, eliminating the technical debt that burdens traditional contact center platforms. The Problem with Traditional Contact Centers Most contact center platforms carry years of accumulated technical debt. They were originally built for on-premises hardware, then adapted for the cloud with layers of workarounds. The result is fragile integrations, complex licensing, and platforms that resist change. For organizations running Microsoft Teams, this means yet another disconnected system to manage. What Is Azure Communication Services? Azure Communication Services (ACS) is the same communication platform that powers Microsoft Teams. It provides voice calling, video, chat, and SMS as cloud-native building blocks. By building on ACS, Purple+ uses the same infrastructure and calling stack as Teams itself, not a separate system bolted on through APIs. How Purple+ Is Different Purple+ is the world's first contact center built entirely on Azure Communication Services. This is not a legacy platform wrapped in a Teams integration. It is a ground-up design that inherits the scalability, reliability, and security of the Azure platform. Key Benefits of the ACS Architecture No technical debt: Built from scratch on modern cloud infrastructure, not migrated from legacy code Omnichannel ready: Voice is the core channel today, with chat, email, and SMS built on the same Azure foundation AI-powered routing: Intelligent call distribution based on agent skills, availability, and customer context Scalable on demand: Azure's global infrastructure scales automatically with call volume Data in your tenant: Customer data stays in your own Azure environment, not in a third-party cloud Why This Matters for Enterprise Organizations Enterprise organizations need a contact center that integrates natively with their existing Microsoft investment. Purple+ delivers this without the compromises of traditional platforms. There is no separate infrastructure to maintain, no complex middleware, and no per-seat licensing. The platform grows with your organization and adapts to changing requirements without requiring a rip-and-replace migration. The Future of Customer Interaction As Microsoft continues to invest in Azure Communication Services, Purple+ evolves alongside it. New capabilities in AI, real-time transcription, and channel expansion become available to Purple+ customers as part of the platform, not as expensive add-ons. This ensures that your contact center stays current without costly upgrade projects. --- ## Microsoft Teams Calling: Personal Settings Guide (Part 2) URL: https://www.letsgopurple.com/en/news/teams-calling-personal Date: 2024-11-25 Part 2 of the Teams calling series covers personal settings including simultaneous ring, call overflow, and voicemail configuration. About This Guide This is the second article in our Microsoft Teams calling series by Klaas-Hendrik Romkes, Technical Consultant at Purple. In the first part, we covered the basics of Teams calling and default settings. This guide focuses on personal call settings that individual users and IT administrators can configure to optimize their calling experience. Simultaneous Ring: Never Miss a Call Simultaneous ring allows incoming calls to ring on multiple devices or numbers at the same time. This is especially useful for users who switch between their desk, mobile phone, and Teams app throughout the day. You can configure simultaneous ring to include external phone numbers, ensuring important calls are answered regardless of which device is nearby. Ring Teams app and mobile phone at the same time Include external numbers for on-the-go availability Set a delay before the secondary device starts ringing Call Overflow Settings Call overflow determines what happens when a call is not answered within a set time. Proper overflow configuration ensures that callers are never left waiting indefinitely. You can route unanswered calls to a colleague, a call queue, or voicemail based on your team's workflow. Forward to a specific colleague after a timeout Route to a call queue for team-based handling Send directly to voicemail with a custom greeting Set different rules for internal and external calls Voicemail Configuration Teams voicemail is more than a simple answering machine. It supports transcription, custom greetings, and flexible routing rules. Proper voicemail configuration improves caller experience and ensures messages reach the right person. Record custom greetings for business hours and out-of-office periods Enable voicemail transcription for quick message scanning Set voicemail to activate after a specific number of rings Configure out-of-office greetings that activate automatically Best Practices for Personal Call Settings The most effective approach is to configure settings that match your daily work pattern. If you frequently move between locations, enable simultaneous ring. If you work in a team that shares call responsibility, configure overflow to route calls to the team queue. Always ensure voicemail greetings are professional and up to date. Need Help Configuring Your Environment? Purple helps organizations configure Teams calling at scale, including personal settings, call policies, and user training. Our adoption team ensures that every user understands how to use their calling features effectively, not just that the technology works. --- ## Microsoft Teams Calling: Understanding the Basics (Part 1) URL: https://www.letsgopurple.com/en/news/teams-calling-intro Date: 2024-10-22 Part 1 of the Teams calling series explains the fundamentals of Teams telephony, default settings, and a 7-point configuration checklist. About This Guide This is the first article in our Microsoft Teams calling series by Klaas-Hendrik Romkes, Technical Consultant at Purple. This guide is for IT administrators and decision-makers who want to understand how Microsoft Teams calling works and what to consider before rolling it out across an organization. What Is Microsoft Teams Calling? Microsoft Teams calling replaces traditional phone systems (PBX) with cloud-based telephony. Users make and receive phone calls directly within the Teams application using their existing business phone numbers. The system connects to the public telephone network through a Session Border Controller (SBC), Operator Connect, or Microsoft Calling Plans. Understanding Default Settings When Teams calling is first enabled, Microsoft applies a set of default policies. These defaults are designed for general use but rarely match the specific needs of an organization. Understanding these defaults is the first step toward a properly configured environment. Default calling policy allows all users to make private calls Call forwarding and simultaneous ring are enabled by default Voicemail is automatically configured with standard greetings Music on hold uses the default Microsoft audio The 7-Point Configuration Checklist Before rolling out Teams calling to your organization, review these seven configuration points to ensure a smooth deployment: 1. Calling policies: Define which users can make external calls, forward calls, and use simultaneous ring 2. Dial plans: Configure number normalization rules so users can dial local numbers in familiar formats 3. Voice routing: Set up call routing through your SBC or Operator Connect for PSTN connectivity 4. Emergency calling: Configure emergency addresses and dynamic emergency calling for compliance 5. Auto attendants: Set up automated menus that route callers to the correct department or person 6. Call queues: Configure team-based call handling with overflow and timeout rules 7. Voicemail policies: Define transcription settings, greeting rules, and voicemail routing Common Pitfalls When Getting Started The most common mistake is deploying Teams calling with default settings and assuming it will work for everyone. Different departments have different calling needs. Sales teams need different routing rules than support teams. Reception desks need shared line appearances. Taking time to plan the configuration saves significant troubleshooting later. Next Steps In part 2 of this series, we cover personal call settings including simultaneous ring, overflow configuration, and voicemail setup. Purple helps organizations plan, configure, and manage Teams calling at scale. Contact us to discuss your specific requirements. --- ## Top 3 Complaints from Contact Center Managers (and How to Solve Them) URL: https://www.letsgopurple.com/en/news/contact-center-complaints Date: 2024-09-24 Contact center managers consistently report three core problems: impatient customers, outdated systems, and staff training pressure. Here is how Purple+ addresses each one. The Three Problems That Keep Coming Up After years of working with contact center managers across industries, three complaints surface repeatedly. These are not niche issues. They affect organizations of every size, from regional service desks to multinational customer support operations. The good news is that modern, cloud-native platforms can address all three. Problem 1: Impatient Customers and Long Wait Times Customers expect fast, accurate service. When they are stuck in a queue with no indication of wait time, frustration builds quickly. Traditional contact centers often route calls based on simple round-robin logic, ignoring agent skills and customer context. The result is longer handling times and more transfers. How Purple+ solves this: Intelligent routing distributes calls based on agent skills, availability, and customer history. Callers reach the right person the first time, reducing wait times and improving first-call resolution. Real-time queue dashboards let supervisors intervene before wait times become problematic. Problem 2: Outdated Systems That Resist Change Many contact centers run on platforms that were designed for a different era. These systems are expensive to maintain, difficult to integrate with modern tools, and slow to adapt to changing business needs. Upgrading often means a full rip-and-replace project that takes months and carries significant risk. How Purple+ solves this: Purple+ is built from the ground up on Azure Communication Services. There is no legacy code, no middleware layers, and no hardware dependency. The platform integrates natively with Microsoft Teams and Azure, so it fits into your existing environment. Deployment takes one day, not months. Problem 3: Staff Training Pressure and High Turnover Contact center staff turnover is a persistent challenge. New agents need to become productive quickly, but complex tools with steep learning curves slow down onboarding. Managers spend more time training than coaching, and agent satisfaction drops when tools are frustrating to use. How Purple+ solves this: Purple+ provides an intuitive interface that agents can learn in minutes, not weeks. The platform runs inside Microsoft Teams, which most employees already know. Purple's adoption team supports the transition with targeted training, go-live support, and ongoing coaching to ensure long-term success. The Common Thread All three problems share a root cause: technology that was not built for today's demands. Traditional contact centers accumulate technical debt over time, making them harder to maintain, slower to adapt, and more expensive to operate. A cloud-native platform designed for the modern workplace eliminates these constraints. Moving Forward If these problems sound familiar, you are not alone. Contact us to see how Purple+ addresses the specific challenges in your contact center environment. We offer a no-obligation demo that shows the platform in action with your own use cases. ---