Skype for Business End-of-Life

– and your Microsoft Teams options

  • When does Skype for Business become End-of-Life?
  • What does this mean for contact centres using Skype for Business?
  • What you need to know about a contact centre with Microsoft Teams
  • Migrating to a Microsoft Teams contact centre

When does Skype for Business become End-of-Life?

The End-of-Life date for Microsoft Skype for Business Server 2019 is 9 January 2024. It has an Extended End Date of 14 October 2025, which means only paid support and security updates are available from Microsoft after January 2024.

The End-of-Life (retirement) date for Microsoft Skype for Business Online was 31 July 2021.

Skype for business EOL

What does this mean for Contact Centres using Skype for Business?

If you have a contact centre integrated with Skype for Business, it is definitely time to plan a move to a new voice platform. Already the vast majority of Enghouse contact centre customers using Skype for Business have migrated to a contact centre with Microsoft Teams.

You can read some of their testimonies here:

What you need to know about a Contact Centre with Microsoft Teams

Like Skype for Business, Teams extends the power of the contact centre to the entire organisation, allowing contact centre agents to easily collaborate with their colleagues outside the contact centre via chat or video. In addition, Teams brings dedicated team collaboration spaces to chat and share resources.

There are several options for having your call centre use Teams, including Microsoft’s own call centre solution. Microsoft itself recommends working with its valued Partners for a contact centre solution that is tightly integrated with Microsoft Teams. A third-party integrated solution offers Teams contact centres a range of essential contact centre features that are not available from Teams alone, including intelligent routing, multichannel or omnichannel interactions, comprehensive analytics on queues and agents as well as engagement.

You can find a list of Microsoft certified Partner vendors here, and also get an objective view of the three current integration models available for Microso2ft Teams that these vendors can use: Connect, Extend and Power.

Migrating to a Microsoft Teams Contact Centre

From 20 million users pre-pandemic to over 300 million monthly users today, Microsoft Teams has led business communications optimisation and digital transformation and changed the face of customer engagement. Organisations moving to Teams are taking their contact centres with them, empowering CX staff to respond more efficiently and effectively to customer interactions, with the benefit of easy access to the entire business to support them.

If you choose to transition your contact centre to Teams along with the rest of your organisation, there are still some important decisions to make so you can move forward with your Teams migration – for example, choosing these things:

1. A Microsoft Teams-integrated contact centre solution.

2. The best method for delivering Teams calls to your business.

3. A Microsoft Partner integrator.

If you wish, you can find out about these and more from Enghouse, as well as from this useful glossary.

Microsoft Teams Contact Centre Migration Guide Cover Picture

This eBook is a useful place to start the process of migrating your contact centre to Microsoft Teams

Find out about an Enghouse Microsoft Teams-integrated contact centre solution.