Microsoft Teams Insider CTO of LabourNet on Microsoft Teams Phone and Contact Centre with a Dispersed National Workforce
Mar 10, 2026
Mike Love, CTO at LabourNet, leads tech for a nationwide labour law and payroll services provider. He explains why Teams became the single communications platform and the move to a Teams-based contact centre. They cover presence-based routing, queueing that supports a dispersed workforce, adoption and process change, and a cautious, data-first path to AI augmentation.
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Teams Became The Single Platform For Time Critical Support
- LabourNet chose Microsoft Teams to create a single communications platform that connects clients and consultants during time-critical legal incidents.
- Mike Love explained Teams became the natural foundation after COVID dispersion and the need for seamless, human-led urgent support.
Late Night Fixes Proved The Partnership Model
- ScopServe coordinated multiple vendors and timezones to migrate LabourNet from PSTN/GSM to Teams telephony.
- Mike described evenings calls with Landis US and ScopServe to resolve issues, making the multi-vendor danger dissolve into true partnership.
Presence Based Routing Solved Distributed Demand
- Landis on top of Teams provided availability-based queuing and presence routing rather than pure skills-based routing.
- Mike emphasized using Teams presence and manual triggers to route calls across a dispersed national workforce to whoever is available.