Two Perspectives for Professional Telephony and Customer Contact in Microsoft Teams
Microsoft Teams has become the communication platform for many organizations. With calling, queues, and auto attendants, Teams is perfectly usable for customer contact. But as volumes increase and expectations rise, the question arises: how do you make this professional, manageable, and future-proof?
In practice, we see two widely used solutions, each with a different perspective: Microsoft Teams Premium and Clobba. They partially overlap but are mostly complementary. In this article, we explain how they relate to each other—and when each choice is logical.
The strength of Teams Premium lies mainly on the front end: how employees and customers experience Teams.
Benefits of Teams Premium
Limitations of Teams Premium
In short: Teams Premium makes Teams more appealing and smarter, but not necessarily more insightful.
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.
Clobba is particularly strong on the back end: measuring, comparing, and improving.
Limitations of Clobba
In short: Clobba makes Teams measurable and controllable but does not change how Teams looks or feels.
In practice, we see two widely used solutions, each with a different perspective: Microsoft Teams Premium and Clobba. They partially overlap but are mostly complementary. In this article, we explain how they relate to each other—and when each choice is logical.
Perspective 1: Teams Premium – Focus on Experience and Functionality
Microsoft Teams Premium is an add-on license that extends Teams with additional capabilities for meetings, appointments, and telephony. What does Teams Premium add?
- Enhanced call queue and waiting experiences
- More professional customer experience (waiting areas, branding, notifications)
- Extra security and management options
- AI support (summaries, smarter interactions)
- AI support (summaries, smarter interactions)
The strength of Teams Premium lies mainly on the front end: how employees and customers experience Teams.
Benefits of Teams Premium
✅ Seamlessly integrated into Microsoft Teams
✅ Easy to activate (per user)
✅ Enhances the professional image of customer contact
✅ Interesting for organizations that use Teams for more than 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 appealing and smarter, but not necessarily more insightful.
Perspective 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 on the back end: measuring, comparing, and improving.
Benefits of Clobba
✅ Deep insights 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 to the visual or functional Teams experience
❌ An extra solution alongside Microsoft 365
❌ More focused on administrators and management than end users
In short: Clobba makes Teams measurable and controllable but does not change how Teams looks or feels.
Which Solution Fits Your Organization?
That depends on where you are now:
- Do you mainly need professionalization and appearance? → look at Teams Premium
- Do you want to focus on KPIs, capacity, and performance? → then Clobba is more logical
- Are you growing towards a full-fledged customer contact model? → then the combination is often the strongest
At 365 Angels, we help organizations make these choices people-oriented and strategically—not from licenses but from goals.