Two Approaches to Professional Telephony and Customer Contact in Microsoft Teams

For many organizations, Microsoft Teams has become the communication platform of choice. With calling, queues, and auto attendants, Teams is well-suited for customer contact. But as volumes increase and expectations rise, the question arises: how do you make it professional, manageable, and future-proof?

In practice, we see two commonly used solutions, each with a different approach: Microsoft Teams Premium and Clobba. They overlap somewhat, but are primarily complementary. In this article, we explain how they relate to each other — and when each choice is logical.

Approach 1: Teams Premium – Focus on Experience and Functionality

Microsoft Teams Premium is an add-on license that extends Teams with extra capabilities for meetings, appointments, and telephony. 

What does Teams Premium add?
- Enhanced call queue and wait experiences
- More professional customer experience (waiting rooms, branding, notifications)
- Additional security and management options
- AI support (summaries, smarter interactions)

The strength of Teams Premium lies mainly at the front end: how employees and customers experience Teams.

Advantages of Teams Premium
✅ Seamlessly integrated into Microsoft Teams
✅ Easy to activate (per user)
✅ Enhances the professional appearance of customer contact
✅ Interesting for organizations that use Teams beyond just calling

Limitations of Teams Premium
❌ Limited reporting and historical insights
❌ Little control over performance, trends, and capacity issues
❌ Costs increase with a larger number of users
❌ Not designed as a contact center or management solution

In short: Teams Premium makes Teams more attractive and smarter, but not necessarily more insightful.

Approach 2: Clobba – Focus on Insight, Management, and Optimization


Clobba is a specialized reporting and analysis solution for Microsoft Teams (and other UC platforms). It does not focus on the user interface, but on what happens under the hood.

What does Clobba do?
- Extensive reports for call queues and agents
- Historical analyses of call volumes, handling, and trends
- Real-time dashboards and wallboards
- Insight into adoption, performance, and capacity
- Modularly expandable (e.g., recording, queue management)

Clobba is particularly strong at the back end: measuring, comparing, and improving.

Advantages of Clobba
✅ In-depth insight into performance and customer contact
✅ Suitable for service and contact center environments
✅ Priced per tenant/module, not per user
✅ Supports data-driven decision-making

Limitations of Clobba
❌ No improvement of the visual or functional Teams experience
❌ Additional solution beside Microsoft 365
❌ More focused on administrators and management than end users

In short: Clobba makes Teams measurable and manageable, but doesn't change how Teams looks or feels.

Which Solution Fits Your Organization?


It depends on where you currently stand:

- Primarily need professionalization and appearance? → consider Teams Premium

- Want to manage by KPIs, capacity, and performance? → then Clobba is more logical

- Growing towards a full-fledged customer contact model? → the combination is often the strongest


At 365 Angels, we help organizations make these choices in a people-centric and strategic way — not based on licenses, but on goals.