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According to a recent global research study of 440 organizations by Metrigy, over 70% of companies use Microsoft Teams for meetings and chat. Furthermore, 36.9% of Microsoft 365 users who haven’t yet adopted Teams Phone System plan to do so within the next 12-24 months. When deciding how to integrate calling into Microsoft Teams, IT and business leaders usually consider using either Microsoft Teams Phone System or a Teams add-on to connect with a cloud-based calling platform. Those who choose the former must then decide how to connect Microsoft Teams Phone System to the PSTN, with options including Direct Routing, Operator Connect, and Microsoft’s own Calling Plan.
Buyers who are considering the choice between Teams Phone System and a third-party calling provider should take several factors into account, including feature requirements, reliability, contact center features, messaging requirements, and cost. Third-party calling platforms, particularly cloud-based ones, may offer more diverse capabilities, including support for legacy endpoints and call recording for regulatory compliance. Additionally, most cloud UC providers offer 99.999% availability compared to Microsoft Teams’ 99.99%, which translates to a difference of 5.26 and 52.56 minutes of unscheduled downtime per year. Some companies or specific groups may require more advanced contact center features, including omnichannel customer engagement, analytics, and call management solutions optimized for particular roles such as sales. Teams Phone System does not natively integrate SMS/MMS to enable use of a single business number for both calling and texting. Finally, adding Microsoft Phone System to existing licenses may require an additional cost, plus the cost of PSTN connectivity, which may be more expensive than competing cloud calling providers that offer services that bundle PSTN calling at a lower cost and with greater regional coverage.
For those who decide to use Teams Phone System as their calling app, the next decision is how to connect Teams to the PSTN. According to Metrigy data, the majority of companies (63.4%) use Direct Routing, while about 15% use Operator Connect, and 9.8% purchase Microsoft’s own Calling Plan. Direct Routing is primarily driven by the desire of enterprises to save money, as it is about 56% cheaper on average than Calling Plan, and allows for connectivity in countries not supported by Calling Plan.
It’s important to note that choosing between Teams Phone System and third-party integration isn’t an all-or-nothing decision. Companies can deploy a mix of solutions provided they work with a provider capable of supporting different personas. For those who see value in using both Teams Phone System and a third-party calling provider, it’s critical to select a provider that easily supports both. Some UCaaS providers such as 8×8 are capable of delivering integrated Direct Routing to support PSTN connectivity for individuals using Teams Phone System. In some cases, UCaaS providers with Direct Routing support will offer additional functionality, even for those using the Teams calling app.
To choose the right Teams calling solution, organizations must understand the needs of their users and the available solutions on the market. They should consider a solution that provides deployment flexibility to support integration between the Teams native calling experience and a broader set of features available from a third-party UCaaS provider.
AmeriTel, Inc. is a leading provider of business communications solutions that can help organizations seamlessly integrate any Teams calling option they choose. With years of experience in the industry, AmeriTel’s team of experts can evaluate an organization’s unique needs, recommend the best Teams calling solution, and provide the necessary tools and support to implement it. Whether it’s using Microsoft Teams Phone System, a third-party calling platform, or a mix of both, AmeriTel can help ensure a smooth and successful integration. Additionally, AmeriTel offers ongoing maintenance and support to ensure that the communication system is always reliable and meets the evolving needs of the organization.
