Is Now the Time to Move to Microsoft Teams Phone?

Published on: November 20, 2023

Author: Irwin Lazar, President and Principal Analyst Not available for licensing. Metrigy’s research shows that more than most companies now use Microsoft Teams for collaboration, messaging, and meetings. Adoption of Teams Phone for PSTN voice calling is relatively low in comparison, but is growing rapidly as companies begin to realize the benefits of leveraging Teams for both collaboration and as their enterprise phone system. Teams Phone offers a number of benefits, including potential cost savings, a simplified user experience, access to rapidly emerging AI-based features, connectivity to existing PSTN voice carrier services and simplified UC and collaboration management. Also, while Teams Phone is feature rich enough to support the voice calling needs of most companies, it can integrate seamlessly with existing PBX and analog equipment if organizations still need these for operational reasons or are bound by long-term service/support agreements. But success requires adopting the right mix of endpoints for calling and meetings, optimizing PSTN connectivity, and ensuring proactive end-to-end management. To achieve success, IT leaders should:
  • Evaluate the potential of Teams Phone to improve user experience, enable new capabilities, and reduce licensing and operating costs
  • Determine the right license; E5 or Teams Phone added onto E1, E3, or other licenses
  • Evaluate alternative approaches for adding PSTN connectivity to the Teams Phone feature set (including Direct Routing, Operator Connect and Microsoft Calling Plans)
  • Consider deploying unified voice and video endpoints with centralized single-pane-of-glass management and reduce training costs
  • Evaluate how Teams Phone system can integrate with existing carrier voice services and PBX equipment to fully leverage current investments and contracts
  • Deploy specialty management tools to reduce staffing costs by providing a centralized point for voice and video administration and performance management
  • Explore deployment options that include subscription-based Teams Phone deployment and management services that offer greater agility, flexibility and operational cost efficiencies

Table of Contents
  • Executive Summary
  • What is Microsoft Teams Phone?
  • Business Benefits of Teams Phone
    • Cost Savings
    • Integrated User Experience
    • Unified Devices and Simplified Management
    • Simplified Management
    • Access to Teams Calling Features
    • Integration with Existing Voice Services, PBX and Analog Equipment
  • Teams Phone System Adoption Trends
  • Key Requirements for Success
    • PSTN Connectivity
    • Ensuring the Right Mix of Devices for In-Office and Home
  • End-to-end Performance, Administration, and Security Management
  • Conclusions and Recommendations

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