Microsoft Teams has quickly evolved from a solution for team collaboration into a comprehensive communication suite. Many companies embraced Microsoft Teams to expand on their existing investments in the Microsoft ecosystem, tasked with the challenge to digitally transform at speed following the pandemic.
Teams integrates seamlessly with the Microsoft 365 productivity and document management tools many business leaders use daily. Moreover, the open platform allows companies to rapidly extend and enhance their environment according to their specific needs.
Through Direct Routing as a Service, companies can establish a simple and flexible cloud-based phone system suitable for making calls internally and externally around the globe. The challenge for many leaders is deciding which direct routing provider to work with.
A direct routing as a service provider allows organisations to build the ultimate system for connecting telephony functionality to Microsoft Teams. With the right vendor, customers can port and use existing numbers from their business, or purchase new numbers for operations anywhere in the world.
Direct Routing is one of the most popular solutions for any company looking to leverage the full benefits of the Microsoft Teams platform. Here are some points organisations should consider when searching for the ideal “Direct Routing as a Service” solution.
An effective Direct Routing as a service provider should be able to offer certified and secure cloud gateways to integrate the Microsoft 365 platform to telephony services. Certification provides peace of mind, as well as the guarantee of robust, consistent, and reliable service.
For instance, Fuse 2 is a certified Ribbon Service provider and Microsoft Partner, offering Direct Routing as a Service via its global cloud infrastructure. The solution provides users with the freedom to port their existing numbers into the Microsoft Teams ecosystem, or purchase new numbers when necessary. It also ensures organisations can conveniently route numbers to Microsoft Teams software on desk phones, mobile devices, and web browsers.
Certified solutions can allow for extra functionality, like “call forking”, which supports businesses in sending calls to more than one destination simultaneously. This can enable businesses to automatically send a call to both a legacy desk phone and mobile Teams client, to reduce the risk of an agent or employee missing a call.
“Managing your communications on the go Is key in the modern ways of working. Many agents are not at a ‘traditional’ desk now and require the flexibility to continue their job from anywhere. Direct Routing as a Service powered by certified cloud gateways within an independent carrier-grade network, like Fuse 2’s, can offer this flexibility and more,” said Max Hardern, Enterprise Sales Manager at Fuse 2
One of the most significant benefits of Microsoft Teams Direct Routing as a Service, is that it allows companies to maximise their Microsoft investment anywhere in the world. Global coverage from a Direct Routing as a Service provider empowers businesses to engage in complete PTSN replacement initiatives, including CLI, call routing management to emergency services, and local call-back features.
A global voice network simplifies the process of building an end-to-end communications stack capable of supporting every employee and customer in a distributed landscape. Through global connectivity solutions, companies can also avoid the challenge of leveraging various solutions and tools from a multitude of vendors.
“Fuse 2 was the first in the UK to implement Direct Routing as a Service that enables businesses to establish a simple, cloud-based phone and PBX system. This allows users to seamlessly make calls internally, externally and internationally. Our Direct Routing as a Service is powered by our highly advanced and resilient global network architecture,” said Chris Blagg – Chief Operating Officer at Fuse 2.
Fuse 2 offers access to 153 data centres around the world, providing customers with secure and direct access to various cloud infrastructure providers, termination networks, software partners and SaaS providers. Moreover, with this end-to-end ecosystem, users can manage their entire communication strategy via one single interface.
Looking for a service provider with global coverage gives businesses more freedom to scale at their own pace, purchasing and servicing numbers according to changing industry needs.
While Microsoft has its calling plans available for companies interested in UCaaS, the solutions are lacking several advanced features for call control and recording. The right Direct Routing as a Service Provider can implement this additional functionality into the Microsoft environment, to unlock advanced call handling features.
For instance, your Direct Routing as a Service Provider can offer tools for powerful and compliant Microsoft Teams call centre recording. This functionality allows businesses to record calls selectively from certain departments, search for and play back calls easily, and maintain data for compliance purposes.
Look for a company committed to partnering with some of the world’s most advanced recording solution providers for the Microsoft Teams ecosystem. It’s also worth exploring the other additional feature a service provider can bring to the mix, like powerful reporting tools capable of offering insights into employee engagement and customer satisfaction.
The right reporting tools embedded into a Microsoft Teams Direct Routing strategy can significantly increase cost savings, boost productivity, enhance user experience and adoption, and even strengthen customer and employee satisfaction levels.
While excellent global coverage, advanced functionality, and certification are all crucial considerations when choosing a Direct Routing as a Service Provider, it’s also important not to overlook the essentials. Whenever a company implements new technology into their ecosystem, it’s important to have the right support and guidance on hand.
An excellent routing provider should be able to deliver consistent assistance and even monitor functionality from local, expert teams. Many vendors can also deliver a better quality of service, by customising the solutions they offer according to the specific needs of each company. It may be worth looking into vendors that can offer scalable channel-based call pricing, rather than focusing on per-user transactions.
The more a direct routing as a service provider can customize their support levels to suit the needs of the business, the more likely it is the company will benefit from rapid returns on investment.
To find out more about how to maximise the potential of Direct Routing as a Service Provider, click here.
