Unified communication platforms have seen a significant boost in 2020, with many businesses relying on them to stay connected while working remotely. Systems like Slack, Zoom and Microsoft Teams have helped thousands of businesses and employees communicate during COVID-19 both internally and externally. Microsoft Teams has – so far – been the standout platform, surpassing 75 million daily users as of April 2020.
With wide-ranging functionality and features and a tight integration with the rest of the O365 suite, Teams has become one of the fastest growing business products in the world. With a global pandemic vastly increasing the pace of change, companies from SMBs to large enterprises are recognising the importance of truly unified communications tools for their businesses.
While mainstream technology headlines are grabbed by Teams’ video, messaging and collaboration features, the telephony world is seeing huge potential in another feature: Direct Routing.
The last piece in the Unified Communications puzzle
While Teams is mainly viewed as an internal communications messaging tool, Microsoft has also developed a way for the platform to be used as a business phone system. In 2018, Microsoft introduced the concept of Direct Routing – an interface that connects Teams to a business phone systems and services. Gradwell was one of the telephony specialists asked to be part of the initial trials of the technology with Microsoft, which routes calls via SIP technology directly into Teams through a Microsoft-certified Session Border Controller (SBC). This creates a number of possibilities, from making and receiving calls directly to Teams and PBX endpoints to a fully-fledged unified communications solution.
By adding PBX capabilities to Teams, organisations have the rare opportunity to combine file management, meetings, chat, collaboration with outbound and inbound calling. True unified communications. Given the current format of Microsoft’s calling plans, Direct Routing is often a more cost-effective and flexible way of achieving this.
A single system for all communications is a logical endpoint for many organisations. Rather than introducing multiple different systems to employees, for example an on-premise phone system alongside a standalone UC product and file sharing platform, one easy-to-use system to manage all aspects of communication for each employee is an attractive proposition.
Microsoft have arguably always been open about the fact that they’re not voice focused. Their aim is larger – a single platform that unifies collaborative requirements for working professionals. But adding true PBX functionality could be a way to entice greater adoption from the SME community.
A look to the future
Currently Microsoft Business Voice is missing some key components and without these many use cases won’t be supported by this service. The value of pairing the Microsoft service with another cloud based or hosted PBX is easily realised and helps adopt Teams more easily without having to jump all the way in.
Microsoft has tried to deliver in isolation before. While many lessons have been learned, it’s still important to engage with local service providers in difficult to reach markets – and larger, more mature ones – to help drive increasing adoption. The challenge for service providers is to find the right mix and type of opportunities.
Microsoft will inevitably develop the capabilities of Business Voice. However, their focus will no doubt be at the Enterprise level – at least initially – and the commercial packaging won’t suit every business. In addition, giving up all the benefits that a dedicated PBX service has been built over years may also be a step too far in many cases. Combining Teams with an existing PBX will remain attractive and sensible way to achieve unified comms for many businesses, particularly SMEs, for the foreseeable future.
About Gradwell
Gradwell is a leading provider of communications technology to the UK’s SMEs. Founded over 20 years ago, we were one of the UK’s pioneers in developing VoIP technology, and are now trusted by over 8,000 businesses to provide a wide range of leading telephony and connectivity products.
