What Teams Premium gives you
Teams Premium is a Microsoft add-on at A$15 per user per month plus GST, paid yearly. For calling, its main feature is the Queues app, for users with both Teams Phone and Teams Premium. It lets team leads opt agents in and out and change greetings and hours from Teams. It shows live queue stats and 45 days of history. Supervisors can monitor, whisper, barge and take over calls. Premium also adds intelligent call recap, an AI summary of each user's own calls.
Teams Phone itself now records inbound queue calls automatically and saves them to SharePoint, and the Queues app is where leads find them.
That's a real step up from plain call queues. But underneath it's still the same Teams call queues, and that's where the differences start.
Why teams choose Rewind
Every call recorded, from queue to hang-up
Native recording covers inbound queue calls only, and starts when an agent answers. Queues must answer through a group or Teams channel, and recordings depend on a SharePoint site that can stop saving if its structure or permissions change. Rewind records a queue call from the moment the caller joins the queue, so nothing between joining the queue and hanging up is missed. It can also record your people's direct lines. Recordings land in one searchable library with retention, legal hold and an access log, stored in Australia.
Transcripts that know who said what
Rewind records the agent and the caller on separate audio channels, so transcripts label each side by channel rather than guessing who is speaking. Every recorded call gets a transcript and a sentiment score, ready for quality review or a dispute.
Reporting that goes back further than 45 days
The Queues app keeps 45 days of history. Rewind's report builder covers any date range, with service level over time, abandons, dispositions and agent activity, saved reports and CSV export. You can answer "how did this quarter compare with last year?"
Routing by skill, not just by list
Native queues ring their members by a routing method such as round robin or longest idle. Rewind only offers a queue's calls to agents who hold its required skills, behind multi-level IVR menus you build in Settings. The call reaches someone who can handle it, not just whoever is next.
A workspace for running the floor
Rewind gives supervisors a live wallboard, every active call, agent states with away reasons, and listen and barge. Agents get wrap-up time with disposition codes, so every call ends with an outcome you can report on.
Web chat in the same queues
Website chats wait in the same queues as calls and are answered by the same agents, with replies possible from a linked Teams channel. Teams Premium has no web chat.
Side by side
Both need Teams Phone for each agent and your existing numbers and carrier. Prices are per user per month, excluding GST.
| Teams Phone + Teams Premium | Teams Phone + Rewind | |
|---|---|---|
| Price | A$15, paid yearly | A$68.18, billed monthly* |
| Queue call recording | Inbound, from agent answer, stored in SharePoint | From queue entry, stored in Australia |
| Direct-line recording | Needs a third-party recorder | Included for users you set up† |
| Transcripts | With automatic recording | Agent and caller on separate channels, with sentiment |
| Reporting history | 45 days | Any date range |
| Skills-based routing | No | Yes |
| Dispositions and wrap-up | No | Yes |
| Web chat | No | Yes |
| Personal AI call recap | Yes | No |
| Voice whisper and takeover | Yes | Listen, barge and typed whisper |
* Each Rewind user adds 1,500 minutes to a pool shared across your organisation; beyond it, minutes are A$0.03 + GST each. Call charges stay with your carrier. A user is anyone who takes calls through Rewind or is recorded, billed on the month's highest count.
† Best effort: if the recorder can't join, the call still goes ahead. Rewind's recorder isn't on Microsoft's certified compliance recording list.
When Teams Premium is enough
If you run a couple of queues, mainly want to see who's waiting, and only occasionally need a recording, Teams Premium is the cheaper choice. When the phones are a service you're measured on, with service levels to hit, calls to review and history to report on, that's what Rewind is built for. Rewind works with your existing Teams Phone service numbers, so you can start native and move a queue over later without porting.
Frequently asked questions
Do we need Teams Premium to use Rewind?
No. Rewind doesn't need Teams Premium or a separate Microsoft licence of its own. Agents still need Teams Phone, and the usual Teams requirements for resource accounts, numbers and outbound calling apply.
Does Teams Premium include call recording?
Not on its own. Automatic recording of call queue calls comes with Teams Phone and stores files in SharePoint. Teams Premium adds the Queues app, which is how leads and agents view those recordings in Teams.
Can we start with native Teams queues and move to Rewind later?
Yes. Rewind works with your existing Teams Phone service numbers on Calling Plans, Operator Connect or Direct Routing. Moving a queue means linking its resource account to Rewind through guided setup, not porting the number.
See what your queues look like in Rewind.
Take the guided tour on simulated data, or book a chat about your queues, reporting and recording needs.