Why do 20 Million People use Microsoft Teams Phone?

How to / Guide

May 8, 2024

Microsoft recently announced there are now 20 million users using Teams Phone. Here are the top 5 reasons organizations choose to use Teams Phone.

1. Single Client Experience for Chat, Collaboration Meetings and Calling

Over 400 million users have Microsoft 365, and 320 million use Microsoft Teams monthly.

Setting up and using Teams Phone is a breeze. It works everywhere Teams does, across various platforms — whether on a desktop, through a web browser, on mobile devices including smartphones and tablets, or even with physical desk phones. 

This ubiquity ensures that users have consistent access to their communications no matter where or what device they're using, all with the familiar interface of Microsoft Teams. This consistent experience across collaboration and communications enhances users’ productivity. 

2. PSTN Connectivity Options to Meet Every Requirement

Microsoft Teams offers a range of flexible Public Switched Telephone Network (PSTN) connectivity options. This variety ensures that businesses can connect to the PSTN in a way that best suits their unique needs, giving you full control over your communication setup. 

Natively, Microsoft offers Microsoft Calling Plans, where Microsoft provides the user with a direct method to make and receive calls through Teams by assigning phone numbers and managing subscriptions directly. 

Direct Routing allows organizations to connect their existing telecom infrastructure or provider to Teams via a certified Session Border Controller (SBC). many providers, including Pure IP, offer Direct Routing as a Service with an SBC run in their cloud or even the option to manage dedicated SBCs for the customer.

Operator Connect is a service that enables selected operators, including Pure IP, to get certified by Microsoft and seamlessly integrate into Microsoft Teams. This means minimal customer configuration is required and customers can expect a great experience from these providers.

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Lastly, Teams Phone Mobile allows select mobile providers to provide a single number for their mobile/cell and Teams. Giving a single experience across Teams and the native mobile, including unified presence, single voicemail, and call history.  

Pure IP's Mobile Connect allows you to seamlessly extend your Teams Phone number to any mobile device, utilizing eSIM technology by Tango Networks. Mobile Connect bridges your Microsoft Teams Operator Connect or Direct Routing number to an eSIM via Teams SIP Gateway.

Most recently, Microsoft Teams began to support Shared Calling, enabling users to use Teams Phone without the need for a DDI or phone number for each user.


3. Advanced Teams Phone Features

Users can access all the features of a traditional phone system, such as caller ID, voicemail, call forwarding, and call transfer, as well as advanced capabilities such as group call pickup, shared line appearance, and delegation. 

Microsoft Teams Phone also offers advanced capabilities that significantly enhance communication within businesses. Call Queues, and Auto Attendant functionalities stand out for streamlining inbound call management. 

  • Auto Attendants allow automated answering of calls and provide callers with menu options for directing their call to the appropriate department or individual, fostering a more organized communication flow.
  • Call Queues capability efficiently directs incoming calls to the next available team member in a specific queue. Microsoft is working on more advanced capabilities with their upcoming Queues app, and you can take this even further with the ecosystem of certified contact center providers.
  • The transcription feature in Microsoft Teams Phone offers real-time transcription of conversations that can be invaluable for record-keeping, compliance, and accessibility, enhancing overall communication efficiency.
  • SIP Gateway allows you to leverage select SIP phones and integrate third-party DECT and PA solutions. There are also several certified solutions for recording compliance sessions. 

4. Teams Phone 99.999 Service Level Agreement 

Starting April 1, 2024, Microsoft increased the Teams Phone service level agreement (SLA) from 99.99% to 99.999% uptime, demonstrating its commitment to providing a reliable cloud calling service. 

The financially backed SLA covers Microsoft Teams Calling Plans, Teams Phone, and PSTN Audio Conferencing, ensuring users can initiate PSTN calls, dial into audio conferences, and route calls. 

5. Bring Copilot AI to all Your Communications

AI is widely expected to revolutionize communications, and Microsoft is at the forefront of this technology wave with Microsoft Copilot. Copilot spans all your communication and collaboration, including your Teams phone calls.  

Copilot in Teams Phone supports VoIP and PSTN calls and is now generally available as part of the Copilot for Microsoft 365 license. It uses AI to empower you to work more efficiently, automating important administrative tasks such as capturing key points, task owners, and next steps so you can stay focused on the discussion.  

Copilot in Teams Phone uses AI to empower you to work more efficiently. It automates important administrative tasks such as capturing key points, task owners, and next steps so you can stay focused on the discussion. 

Start Copilot in any Teams Phone call and unlock the ability to Recap the call so far, list action items, suggest follow-up questions, list the main items we discussed and generate call notes.



Let Pure IP Ensure Your Teams Phone Success

We understand the importance of the right cloud telephony solution. As one of the first operators to be certified for Operator Connect, we have been offering PSTN connectivity for Teams Phone since its launch.

We provide Direct Routing and Operator Connect and options for managed Session Border Controllers and contact center integrations. Our expert team is ready to assist you with your migration and ensure your Teams Phone success. 

Please contact us if you would like to learn more about Teams Phone and understand how we can accelerate your success. 

Tania Morrill

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