When it comes to integrating calling into Microsoft Teams, calling services from a Unified Communications as a Service (UCaaS) provider has its benefits.
In a recent survey in Europe, North America, Asia and Australia, Metrigy found that the majority of businesses prefer using dedicated UCaaS services for calling, even if they use Microsoft Teams for messaging and video conferencing. Further investigation revealed the benefits of this approach include:
- Lower costs
- Greater reliability
- Advanced calling and contact centre capabilities
In fact, according to a recent Metrigy report, almost 88% of organisations using Microsoft Teams for messaging and meetings, along with a separate UCaaS provider for calling, plan to maintain their existing calling services.
Why it’s important to invest in communications
Let’s face it, you need a communication system that benefits your business in many ways. That includes seeing a good return on every investment you make.
But how do you measure the return on investment in a UCaaS solution? The research revealed that businesses measure the benefits of communications investments in one of three ways:
- Cost savings that result from spending less on legacy or disparate apps
- Revenue increases that result from improving sales team support and expanding business capacity
- Productivity gains from improving process speeds, shortening project cycles and reducing the number of apps employees must access throughout their day
Survey respondents who saw measurable benefits from their communications investments achieved, on average, the following results:
Let’s take a look at the current landscape
So many organisations now have a distributed workforce with either a hybrid or completely remote business model. More than ever before, companies must ensure that all employees can communicate and collaborate effectively from anywhere at any time.
How can you ensure that for your business? If you’re like most, you’re probably turning to cloud-based apps to get the job done. Approximately a third of businesses (33.6%) use UCaaS as their only communication suite, and another 13.7% use UCaaS in combination with an existing on-premises platform.
Why businesses adopt UCaaS
UCaaS attracts organisations because it:
- Enables you to scale without requiring additional investments in on-premises hardware or extensive management costs
- Reduce costs (specifically management costs to run on-premises servers)
- Offers better support for remote employees
- Enables better user experiences
- Provides better security
Many businesses also choose Contact Centre as a Service (CCaaS) to take advantage of even bigger benefits. CCaaS provides a fully-featured call centre service that can support sales, customer service and technical support teams. Companies that combine UCaaS and CCaaS see, on average, the following results:
- 42% increase in agent productivity
- 36% improvement in customer satisfaction ratings
- 36% increase in annual sales
- 29% reduction in operational costs
8 benefits of integrating Microsoft Teams with a UCaaS provider
By integrating Microsoft Teams with a dedicated UCaaS provider, you can maintain your existing UCaaS services, while allowing users to place calls through the Microsoft Teams app. Typically this is accomplished through the use of a Microsoft Teams plug-in that routes PSTN calls through the UCaaS provider and gives users access to a full set of UCaaS features.
Among organsations currently using Microsoft Teams and UCaaS from another provider, nearly 72% plan to maintain the relationship with their dedicated UCaaS provider.
Below, we’ve outlined the top benefits of this approach.
1. Lower costs
Let’s start with the big reason. Using Microsoft Teams Phone System costs companies a lot. On average, using Microsoft Teams Phone System costs £1,139 per-user, per-year on things like licences, end-user support and training. Compare that to the industry average of £910 for a UCaaS provider. It’s easy to see how the savings tally up quickly.
2. Greater reliability
You’ve likely heard the saying, “Don’t put all your eggs in one basket.” Companies that rely solely on Microsoft Teams for calling, messaging and meeting risk one outage taking out their entire communications and collaboration services.
It’s true that Microsoft offers 99.99% reliability, but some other UCaaS solutions offer 99.999% reliability instead. You may not think that the extra 9 matters much, but it does. It’s the difference between 52.6 minutes of downtime each year versus 5.26 minutes per year.
3. Intuitive Teams experience
By integrating UCaaS natively into Microsoft Teams, you and your team can enjoy the same Teams interface you’ve been using with no additional downloads, bots or plugins. You get the best of both Microsoft Teams and your dedicated UCaaS platform in one app, improving productivity and making adoption simple since no retraining is required. See here an example of calling through the Teams interface using the RingCentral integration:
4. App integrations
If you only use Microsoft Teams Phone System, you may find that you have to rewrite any custom integrations you have with apps like your CRM (i.e., Salesforce), your help desk and any other popular business apps. By contrast, UCaaS providers can often accommodate custom integrations with no problem.
5. Global coverage
Microsoft Teams’ Phone System currently provides calling services for 33 countries, whereas UCaaS providers typically offer support for more than 40 countries and offer broader global support for freephone calling as well.
6. Innovative calling features
UCaaS providers often include more calling features than Microsoft Teams Phone System, including:
- Fax services
- Call controls
- Integrated voice response (IVR)
- Call handling
- Automatic call recording
- Call queues
- Advanced reporting and analytics
- Integrations with third-party CRM and IT service management apps to enable click-to-call and automated updating of records
Here’s an example of advanced call handling features in action:
7. Advanced analytics
Migrating to Microsoft Teams Phone System may require additional investment in third-party call monitoring, management and analytics features to obtain the same level of insight. On the other hand, UCaaS providers can offer advanced analytics to allow IT and business leaders to gain insights into call performance and how workers use their apps.
8. Integrated call centre services
Microsoft offers call centre integration with its Dynamics 365 CRM platform, but that’s it. If you want or need more, you will have to rely on third-party integrations. But most UCaaS providers offer fully integrated call centre capabilities for inbound and outbound calls, omnichannel customer support and even artificial intelligence (AI) for optimised call routing and customer interactions.
What’s the best way forward?
When it comes to Microsoft Teams and telephony, consider integrating Microsoft Teams with a UCaaS provider. This route will help you:
- Deliver the highest level of reliability
- Ensure access to the broadest set of calling features
- Improve security on every level
Are you ready to get the most out of your Microsoft Teams investment and tap into all the benefits listed above? Then turn to RingCentral Cloud PBX for Microsoft Teams. With RingCentral Cloud PBX for Microsoft Teams, all communication and collaboration essentials live in the Teams application, driving productivity across your entire business.
Originally published Jun 23, 2022, updated Nov 27, 2023