Introducing the Queues app: Enabling customer engagement in Microsoft Teams

This looks like a great addition to the platform, and the start of a realistic solution for a basic Contact Centre.

I'm sure it will develop over time (see the second note about additional capabilities coming after launch) and I think that this will be interesting for those who have a need for these capabilities.

Requiring an additional licence seems reasonable, it's an advanced feature set that not everyone will need. Teams Premium offers a lot of other capability that isn't relevant here, but the cost of the add-on isn't that high. I think back to the cost of adding Contact Centre capabilities to Avaya platforms, Elite Agent IDs and CMS, there's always an add-on cost for add-on capability.

Looking forward to trying it out in my demo tenant, I just need to convince someone to pay for the additional licenses now (the irony is not lost on me).