This ebook explains how organizations can modernize customer engagement by moving from legacy PBX-based contact centers to a cloud-native Microsoft Teams contact center powered by Luware. It highlights rising customer expectations for faster, personalized, omnichannel service and shows how outdated systems create long wait times, scalability issues, and disconnected workflows. A Teams-based contact center unifies calling, routing, analytics, and collaboration in one platform, improving reliability, scalability, and agent experience through Operator Connect. Luware adds intelligent routing, real-time analytics, compliance-ready recording, and AI-driven insights. The guide outlines a four-step roadmap—define goals, pilot and test, full deployment, and optimize—and stresses security with encr

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