As the world of work continues to evolve, countless companies have embraced Microsoft Teams as their go-to solution for intuitive collaboration, communication, and productivity. More than 280 million users are currently active on Microsoft Teams, leveraging the solution for improved teamwork, synchronised knowledge sharing and workplace efficiency.
However, for those leveraging Teams, there’s an important decision to make regarding its implementation and configuration. Specifically, businesses need to decide how they’re going to bring voice into their Teams instance.
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To elevate Teams to a full UCaaS solution, companies can choose from a range of options, including using Microsoft’s dedicated Calling Plans or implementing voice from a third-party provider into their technology via Direct Routing or Operator Connect.
The right solution for each enterprise will depend on a number of factors, from the complexity of their existing infrastructure to their individual communication requirements.
Let’s take a closer look at the options.
Microsoft Calling Plans: An Introduction
Microsoft Calling Plans are perhaps the simplest option for companies in search of a convenient way to enable voice capabilities within Teams. Calling Plans are available with minutes offered for both local and international calls, with coverage in a limited number of countries.
For businesses without particularly complex requirements, Microsoft Calling Plans offer a quick and easy way to deliver functionality on a per-user basis. They’re particularly useful for organisations hoping to maintain a regular, consistent, and easy-to-monitor monthly pricing structure. Plus, they allow users to manage their entire communication stack via the Microsoft 365 admin centre.
Calling Plans offer:
- Convenience: Organisations can leverage all of their domestic and international minutes, licenses, using PSTN connectivity from Microsoft. Additionally, all of the technology is managed in the same environment, which reduces the need for multiple management strategies.
- Single provider: With Microsoft Calling Plans, companies deal solely with Microsoft, not a carrier..
- Compliance: Microsoft offers a fantastic security strategy and excellent solutions in regard to privacy and compliance. The Calling Plans may be a good choice for those who want to maintain a specific level of compliance, but is also possible in the other deployment models.
However, Microsoft Calling Plans do lack flexibility, extensibility, and access to some crucial features. They are also not always the most cost-effective option due to their bundled pricing structure which means companies may pay for minutes they do not use. For companies with a wide global footprint, specific requirements around compliant recording, and other unique needs, these options may not be suitable.
Microsoft Teams Direct Routing
Microsoft Direct Routing sits at the opposing end of the scale for companies in search of voice services with Teams. The solution is intended for companies with more complex requirements, configuration demands, and unique needs for unique applications. There are also some significant cost benefits available, with many providers offering plans which allow companies to pay for what they use. For businesses operating in areas not covered by Microsoft, or those building comprehensive communication stacks within Teams, Direct Routing offers a lot of benefits.
Direct Routing offers completely configurable voice routing capabilities, and excellent global coverage, depending on where carriers offer PSTN replacement services. The solution can be used in conjunction with SBC services to boost geographic coverage too.
With Direct Routing, companies benefit from the following:
- Flexibility: Direct Routing allows users to connect their SBC solution to virtually any telephony trunk or third-party PSTN solution. Companies can configure interoperability between legacy devices, PBX systems, analogue devices, and Teams.
- Reach: Direct Routing offers far more comprehensive geographical coverage than Microsoft Calling Plans. Companies can leverage a range of cloud providers and carriers to build more complex communication ecosystems, even on a global scale.
- Cost savings: Direct Routing allows companies to retain their relationship with existing providers, to maintain access to benefits and deals. Additionally, many vendors offer pay-what-you-use pricing to keep costs to a minimum.
However, Direct Routing also has its challenges. Configuring and managing a Direct Routing ecosystem can be a lot more time-consuming than using Calling Plans or Operator Connect. The technology requires companies to have a basic knowledge of PowerShell or to work with a provider who can manage their technology requirements. Additionally, calling capabilities can’t be managed directly within Teams.
Microsoft Operator Connect
Operator Connect was introduced in 2021 as a middle-ground solution offering something between Direct Routing and Microsoft Calling Plans. The solution allows companies to choose their own carrier, leverage the flexibility and cost-savings of Direct Routing, and minimise complexity. With Operator Connect, users can even manage all of their calling capabilities from within Teams.
Like Direct Routing, Operator Connect does require companies to ensure they’re working with the right provider. However, the correct solution provider can offer a huge range of benefits to business leaders, including many of the benefits associated with Direct Routing.
With Operator Connect, companies can access the following:
- Exceptional security and call quality: Operator Connect is managed through direct private links between carrier networks and Microsoft, improving quality and security.
- Convenience: Operator Connect provides the convenience of Calling Plans with the flexibility of Direct Routing. Numbers don’t have to be managed through PowerShell, and calling capabilities can be handled directly within the Teams admin interface.
- Coverage: Like Direct Routing, Operator Connect allows companies to access more geographical regions than would be available with Calling Plans. Many providers also provide pricing plans based on the minutes used to keep costs low.
- Flexibility: Operator Connect allows vendors to add extra features and capabilities to the Teams voice landscape, including recording and call management capabilities. The Operator Connect solution delivers greater flexibility and feature richness with minimal complexity.
“As an original launch partner on the Operator Connect program, we’ve seen it grow from an embryonic idea to a go-to route in establishing PSTN connectivity,” said Ian Guest, Marketing Director at PureIP.
It is essentially a middle-ground option that offers the simplicity and ease of Calling Plans with the cost-savings and flexibility of Direct Routing. It can also be configured and managed from the Microsoft 365 Admin Centre, allowing you to select your preferred carrier from directly within the platform. We have seen more and more customers choose Operator Connect to connect voice in Teams, but there are still scenarios where Direct Routing is required. We expect to see Operator Connect and Direct Routing as equals that will drive further adoption of Teams for enterprise voice.”
The biggest challenge with Operator Connect is choosing the right provider. In some cases, Direct Routing and Operator Connect components may need to be blended to provide companies with access to the right range of features. This means working with a provider capable of navigating both landscapes.
Which Strategy is Best?
The best Teams voice solution will depend on an organisation’s specific needs and requirements. Companies looking for a straightforward way to leverage basic calling functionality within Teams may benefit from the straightforward support of Calling Plans.
Alternatively, organisations looking for a great deal of flexibility and customisation will benefit from the versatility of Direct Routing. Those in search of a good balance between the benefits of the two other offerings will appreciate the simplicity, scalability, and versatility of Operator Connect.
“As an original launch partner on the Operator Connect program, we’ve seen it grow from an embryonic idea to a go-to route in establishing PSTN connectivity,” Guest said.
“It is essentially a middle-ground option that offers the simplicity and ease of Calling Plans with the cost-savings and flexibility of Direct Routing.
“It can also be configured and managed from the Microsoft 365 Admin Centre, allowing you to select your preferred carrier from directly within the platform. We have seen more and more customers choose Operator Connect to connect voice in Teams, but there are still scenarios where Direct Routing is required. We expect to see Operator Connect and Direct Routing as equals that will drive further adoption of Teams for enterprise voice.”
