Executive summary Today’s businesses depend on a robust communications experience to drive innovation, and phone calls are at the heart of that experience. However, it’s not just about picking up the phone and dialing a number these days. Today’s workers and customers connect with each other using several different channels, including team messaging, video, emails, chats, and more. Microsoft Teams is the collaboration application of choice for many businesses. It was a critical tool for making remote work a success when employees shifted working from home.

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