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Three ways to access the PSTN

Did you know one of the most overlooked capabilities of Microsoft Teams is to make phone calls on the Public Switched Telephone Network (PSTN)?

While Teams is typically used as a hub for collaboration and communications, many organizations are evaluating ways to replace traditional business phone systems with Teams or expanding it into their contact center.

PSTN calling with Teams is a fantastic way for remote or hybrid-working employees and call center staff to stay connected by making, receiving, and managing calls using mobile phones or landlines. Microsoft offers three flexible options for voice-enabling Teams, including Microsoft Calling Plans, Operator Connect, or Direct Routing as a Service.

These three options have different features and benefits, depending on what a given organization needs. The diagram below illustrates the choices on a sliding scale, where Operator Connect is the "mid-point" option that balances the convenience of ordering services through Microsoft Calling Plans with some of the flexibility you get with Direct Routing as a Service.

Direct Routing for MS Teams

Microsoft Calling Plans are ideal for organizations with simple PSTN calling requirements in Teams and need to be activated quickly on a per-user basis. This option allows you to conveniently manage your domestic or international calling plans and phone numbers through the Teams admin center. However, with this option, Microsoft Calling Plans won't be available in every country.

Operator Connect allows organizations to easily add basic PSTN calling through the Teams admin center and choose their preferred carrier from Microsoft's approved list, with phone numbers and calling plans using a managed service model. Operator Connect is ideal for organizations that don't need advanced capabilities such as CRM integrations or contact center connectivity.

On the opposite end of the spectrum, Direct Routing as a Service is the most flexible option that gives you the freedom to choose your own telephony provider. With Direct Routing as a Service, you can tap into extra unified communications (UCaaS) features, including advanced auto attendants, voicemail, business messaging, call recording, and contact centers for Microsoft Teams, making it possibly the most popular option today.

These three PSTN voice deployment choices may seem similar, but the key differences make each model suited to specific usage scenarios on closer inspection. It’s important to assess your voice communications requirements and choose the option that makes the most sense for your organization.

Use the matrix in this interactive guide to compare the pros and cons of each option.

Upfront steps to help you decide

With so many cloud communications providers offering Direct Routing as a Service, IT buyers are spoiled for choice. The field is quite crowded, which means there is some weeding out required to reveal the best option for your organization.

Naturally, you want a robust and optimized solution for all your Teams users across your organization, including your knowledge workers, first-line employees, executives, and contact center agents.

To get a better understanding of the solution your vendor is offering and whether they are the right partner for your organization, here are a few key questions to ask:

  • What type of direct routing service do you offer?
  • In which countries are your calling plans available?
  • What does the monthly price include?
  • Are there additional costs for emergency calling options like Nomadic 911 and Caller ID services or number porting?
  • Can you switch users from one plan to another?
  • Can I keep my phone numbers or do I need to buy new DIDs (phone numbers)?
  • Does your solution change the Teams user experience in any way?

Get the complete set of vendor qualification questions in this interactive guide.

Adding voice services to Microsoft Teams is easy—as it ought to be—so your employees can communicate quickly and efficiently. You can even equip your contact center agents with Teams to exceed first-call resolution targets, leading to happier customers and happier agents.

There is no one-size-fits-all for integrating PSTN voice service to Teams. But using a premier Direct Routing as a Service solution from a cloud communications leader gives you the flexibility to tailor your requirements with the right combination of convenience, cost, country coverage, and capabilities as part of an inclusive package from a single provider.

Want to learn more about these three options? Check out this concise buyer’s guide to read about the specific advantages and drawbacks of each method of adding voice service to Microsoft Teams.

To explore how Direct Routing as a Service from 8x8 can supercharge your Teams deployment with global enterprise voice services, visit http://www.8x8.com/teams or speak to a member of our specialist sales team.