After helping so many businesses stay connected through the early 2020s, one of the newest additions to the Microsoft 365 package, Teams, is starting to achieve that same level of omnipresence worldwide. Especially given that it can completely replace your existing telephony solution, which is a major plus for the majority of our customers.
You may even assume that getting the most out of Teams is comparable to designing a slick presentation in PowerPoint, but that is sadly not the case.
Don’t get us wrong, we love Teams and its capabilities, there are just a few more aspects you’ll need to consider before fully embracing it. These five facts should help put everything into context for you:
64% of businesses integrate their telephone system into their CRM platform…
Not only does this help improve the experience for the agent and caller alike, reducing time waiting for information to load or for agents to switch applications and search for the customers’ details, but it means they can make more informed decisions, and check on past interactions so callers don’t have to repeat themselves or resend information.
Remember that word – integration – we’ll be talking about it a lot more through this blog! Or give us a call and we’ll talk you through its significance.
Teams has over 100 million active monthly users…
That means the potential for Teams to connect your business with new customers and commercial partners is near-infinite – better enabling you to make new relationships from further afield – and it’s so much easier when both sides use the same platform.
The chances are that you’re already using Microsoft’s 365 SaaS solution anyway, and given that Teams is one of the included apps, it makes sense to use as many facets of the suite that you’re already paying for, rather than opting for a completely separate solution all together. Plus, the integrations between Teams and its other apps, especially Outlook, make collaboration and calendar organisation far simpler too!
We’ve only touched the surface on Teams, and there’s much more to go through! If you want the short version, you can download it here.
94% of businesses say video conferencing increases productivity…
If your business is going to embrace some form of remote or hybrid working for the long-term, you’ll need a reliable platform that provides the best audio and video quality for your employees. You’ll also need an agile platform that can help you adopt new forms of communication – like chatbots on your website and instant messaging.
Teams does have a massive development team behind it, constantly working on making call connections as robust as possible, and incorporating new features – like live transcription which makes note-taking so simple – but Teams is not as reliable as you may think!
Just like any piece of software, new updates can cause issues, and this is something we’ve seen serval times. Plus, it’s worth remembering that one major issue on Microsoft’s side could cause your phone lines to fall silent – a scenario not even worth entertaining!
83% of businesses need additional functionality for Microsoft Teams to replace their existing telephone system…
In other words, Teams can’t replace your entire phone system alone, but it’s still an essential aspect of the solution. For example, it lacks basic functionality like call recording. Yes, you can click the record button when you’re in a call, but there’s no native way to automate it, or access recordings efficiently, in a contact centre environment.
Alongside hybrid working, one of the primary reasons businesses are replacing their phone systems with Teams is because all landline phone lines are due to be deactivated by the end of 2025. This is known as the 2025 Switch Off.
Thankfully, Teams, as well as a wide range of other internet-based communications solutions can replicate the functionality of your current phone system, while also enhancing it with a slew of new features.
Microsoft Teams will cost £6 per user per month just to make outbound calls…
But before you can get Teams to make an outbound call, you need to make sure you’ve got the right tier of Microsoft 365 license, and purchase Direct Routing from Microsoft Directly. Then you’ll have to source an SBC, or Session Board Controller, which acts as the orchestrator of all your lines, enabling Teams to replicate a traditional landline phone and dial out.
Already, you’re paying a lot more than £6 per month, per user to make calls, and that’s before you factor in actual call costs! Microsoft doesn’t offer bundled minutes for Teams, instead opting for a pay-per-minute pricing structure which varies from country to country.
Thankfully, we have the experience and relationships with key vendors to take away all those headaches and provide you with a simple solution that integrates Teams with a fit-for-purpose telephony platform, enabling your business to adopt hybrid working, with a more reliable service and predictable monthly cost per user, including all the minutes they’ll need!
For more info on the platforms we recommend, and which one’s right for you, download our FREE guide ‘Five facts, five questions’ and a lot of advice on Microsoft Teams’ today.