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Top 20 Microsoft Teams Telephony Benefits for UK businesses in 2024

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Author: TWC
Date published: 8th June 2023
Category: Business | Microsoft
Today, we’re casting the spotlight on our beloved platform: Microsoft Teams Telephony. Wondering why? Even though the digital age has introduced many innovative communication options for businesses, from emails to live chats, yet, there is one hero that continues to hold its ground: phone calls.

Indeed, platforms like Slack have been game-changers, offering colleagues a modern route to connect. However, let’s keep it real. Nothing beats the instant connection of a phone call. Especially in today’s world, where work is no longer limited to the four walls of an office, and the remote work style has become the new norm for many UK businesses.

You might have reached a point where your business needs to enhance its phone system and explore new alternatives. Or perhaps, you are using the team call feature within Microsoft Teams, and you heard about the additional phone system capabilities that Office 365 offers. Or maybe, it’s simply time for something new.

That’s where Microsoft Teams Telephony shines, empowering your workforce to make and receive calls effortlessly. In this article, we will explore the 20 benefits that Microsoft Teams VoIP offers to 270 million daily active users. (source)



What is Microsoft Teams Telephony?


Teams topology Image


Microsoft Teams Telephony is a communication solution that brings voice-calling capabilities into the heart of the Microsoft Teams environment. It enables users to make, receive, and manage phone calls using their Teams application, transforming it into a complete phone system.

Before we explore its benefits, let’s review the key components that collectively form the Microsoft Teams Telephony solution, among others:

▶Teams Phone System
▶Teams Direct Routing for PSTN connectivity.
▶Teams Calling Plans
▶Operator Connect
▶Compliance Security
▶Integration with Collaboration Tools

Top Benefits of Microsoft Teams Telephony for UK Companies

1. Unified Communication Platform: All tools under one roof

Unified Communication Platform Image

Source: Freepik

Embracing a unified communication platform can have a profound impact on employee productivity. It is fascinating to note that a study in the prestigious Harvard Business Review revealed that the average user toggles between different apps and websites 1,200 times per day. This statistic amounts to five working weeks, or 9% of their annual work time. (source)

In response to this challenge, Microsoft 365 Business Voice offers a game-changing solution by seamlessly integrating a VoIP phone system with the main workspace app. This innovative integration has been designed to alleviate the burden of using multiple apps throughout the day, ultimately reducing the negative consequences of constant app switching.

2. Integrated PBX Solution: Traditional telephony with modern features

Integrated PBX Solution

Source: Freepik


Microsoft Teams Telephony offers a powerful and user-friendly PBX solution. The platform retains all the convenient features of traditional telephony, including speed dial, music on hold, call routing, and call forwarding. With Team Telephony, you have complete control. You can choose the number to display for outbound calls, call contacts on any device, and decide how to answer calls—through Teams, mobile, or computer. Additionally, you can manage profiles, view call logs, and listen to recorded conversations.

3. Easy administration: Effortless team call management

team call management

Source: Freepik

With Microsoft Teams Telephony, managing your communication system becomes a breeze. Using a central administrative console, you can effortlessly add users, assign teams phone numbers, and even transfer your existing landline numbers to the system. This level of control and efficiency surpasses the complexities of legacy PBX systems, eliminating the need for hardware installations and costly line setups. Within a single interface, you can also monitor call analytics and swiftly address any issues that may arise.

4. High-level protection: Data security and end-to-end encryption

Data security and end-to-end encryption

Source: Freepik


As cybersecurity experts, we understand the dynamic nature of the cybersecurity landscape and the importance of infrastructure. Microsoft Teams Telephony ensures your business is safeguarded with top-level security measures. Business communication is fully protected with end-to-end encryption for all calls, chats, and shared data. Also, compliance with industry regulations, such as HIPAA and GDPR, further enhances data security. In contrast with traditional VoIP systems, the Microsoft phone system offers heightened security and protects users with the Microsoft Cloud.


5. Location flexibility: Access MS Teams’ features from around the world

 Location flexibility No Barriers
Say goodbye to geographical barriers and hello to seamless communication. With Microsoft Teams Telephony, the world becomes your workplace. Whether your call center is on a different continent or your team is jet-setting to a conference distance is no obstacle. Within Teams call systems, the call goes to the person, not the device; employees can answer no matter where they are, so long as they stay logged into their device to receive the call.

6. Lower costs: Microsoft Teams Telephony is a budget-friendly solution for companies of any size

Companies using Microsoft Teams Image

Source: SignHouse


Another one of the top benefits of adopting Microsoft Teams telephony. No matter the size of your business, Microsoft Teams Telephony delivers substantial cost savings. By making the switch from traditional landline systems to VoIP, you can cut down on expenses associated with hardware, maintenance, and monthly phone bills. Say goodbye to costly hardware investments as you make calls seamlessly from your PCs or mobile devices. Also, internal calls between global offices stay on-net without breaking out to the PSTN network, thereby eliminating costs. Therefore, Microsoft Teams Direct Routing for PSTN connectivity emerges as one of the most budget-friendly solutions, empowering businesses to optimise their communication costs effectively. It’s all about “more features, lower costs.”

7. Call Recording and Transcription: The future of communication

help desk for small business

Source: Freepik


One more standout Microsoft Teams Telephony feature is the ability to record and transcribe one-on-one calls, available worldwide, which reduces the need for manual note-taking. Additionally, Microsoft Teams Voice guarantees 99.9% uptime, ensuring uninterrupted communication. It seamlessly integrates with partner compliance recording solutions and complies with GDPR, although users have shared responsibility for adhering to these guidelines.

8. Spam Detection and Protection: The end of unwanted disruptions

Spam Detection and Protection

Source: Freepik

Nobody enjoys dealing with spam calls, especially during a busy workday. In the face of rising spam call volumes, Microsoft Teams Telephony provides a solution with its integrated spam protection feature. This functionality allows you to effectively identify and filter out potential spam calls, enabling you to concentrate on tasks that bring value without interruptions. By automatically detecting and flagging spam calls, Team Phone ensures that your phone lines are available for communications with customers and partners.

9. Phone Calling Plans: Customised calling for all departments


Customized calling for all departments

Source: Freepik


Microsoft Teams calling plans allow companies to route their calls through Microsoft’s extensive network, which spans 33 countries worldwide. With the Teams phone system, you can customise phone connectivity for specific lines or departments, granting them access to different ranges of phone services. This flexibility enables you to implement robust security measures by restricting some departments to domestic calls and protecting against phishing and scams while allowing others, such as the sales team, to connect with international numbers.

10. CRM Integration: Elevate customer service


Teams Telephony offers seamless integration with popular CRM systems, enabling businesses to enhance customer service and streamline sales processes. This integration can help your sales and support teams easily access customer information, call histories, and previous interactions directly from their CRM platform. It can provide a comprehensive view of customer data, empowering teams to deliver personalised and efficient service.

11. Data and Analytics: Boosts data-driven decision-making

data-driven decision-making

Source: Freepik

It makes it easier to evaluate how your business works. You gain direct access to powerful stats and analytics within the Teams interface, providing valuable insights into your work processes. Integration with Power BI allows you to evaluate your performance, identify areas for improvement, and track key metrics such as client calls, response time, and customer service tickets.

12. Systems update: Future-proof communication

 Systems update

Source: Freepik


Microsoft constantly enhances Teams Phone by introducing new features and improvements, making it an increasingly appealing choice for businesses. It offers the added advantage of regular system updates. Microsoft continuously releases exciting upgrades for Teams’ calling features and certified devices. That means you can enjoy the latest improvements without the burden of managing hardware or manually making upgrades. Microsoft supports the administrative aspect, ensuring your communication system stays up-to-date and optimised for seamless calling experiences.

13. MS Teams Telephony allows simultaneous calls and multiple device access: All-in-one

 Systems update

Source: Freepik

Looking for another benefit? Look no further! Microsoft Teams Telephony can unlock the advantages of simultaneous calls and multiple device access. Keep your team connected and on track with seamless transitions between calls and meetings. Whether you use a desktop, laptop, tablet, or mobile device, the Teams app empowers you to make and receive calls anytime, anywhere, fostering collaboration and teamwork. In addition, team users and standard PBX users have access to a comprehensive set of features, creating a flexible and hybrid communication environment.

14. Seamless integration: MS Teams’ features in one single universe

MS Teams Call

Source: Microsoft

One of the key advantages of Microsoft Teams Telephony is its seamless integration with other features such as Microsoft Teams, Microsoft Azure, Microsoft Dynamics 365, and all Microsoft 365 suite tools. This integration brings together various communication and collaboration tools on a single platform. As a result, you can make a voice call while simultaneously sharing documents, conducting a video meeting, or collaborating on a project, all without switching between different applications.

15. Effortless Call Management: Cloud-powered control

Cloud Call Management

Source: Freepik


Thanks to Microsoft Teams Cloud Call Management, organizations can easily control their telephony services directly within the familiar Teams platform. It’s a cloud-based solution that centralises all aspects of telephony, from call routing and queues to auto attendants, voicemail, and call analytics. And it gets even better. Microsoft Teams phone offer the convenience of call forwarding, allowing employees to route calls seamlessly between their office and mobile phones.

 16. Reduced on-premises PBX: Cloud-powered replacement

Recovery Bar

Source: Freepik

One of the significant benefits of Microsoft Teams Telephony is the reduction of on-premises PBX equipment through a cloud-powered replacement. By moving infrastructure to the cloud, businesses can significantly reduce costs caused by hardware maintenance and upgrades and improve business continuity and disaster recover capabilities, all while enjoying the benefits of a modern and flexible cloud-based microsoft teams phone system.

17. Call Quality and QoS: High-definition voice features

Call Quality Dashboard

Source: Microsoft

Call quality is the one benefit you don’t negotiate. With Microsoft Teams, it’s easy to track problematic calls through analytics and diagnose connection and call quality issues. In addition, administrators can have a broader view of Team Phone’s performance by checking call quality. Teams also has the “Quality of Service” (QoS) feature, which keeps phone calls from breaking up and video chats from freezing. Microsoft Teams guarantees clear sound and high call quality at all times.

18. Microsoft 365 business voice: Enhanced customer service

Microsoft 365 Business Voice provides a comprehensive package features for efficient call management and exceptional customer service. Options like call transfer, forwarding, team voicemail, VoIP dial-in and dial-out, and auto attendants help businesses streamline their communication processes. Also, as an enterprise phone system, Business Voice supports call queuing and transfers: callers can be transferred in the queue, and the system will provide them with a greeting to deliver customer satisfaction.

19. Feature-rich phone system: 12+ enterprise-class features

team call enjoy features

Source: Microsoft

Microsoft Teams Telephony offers a plethora of advanced features. By transitioning from a traditional landline system to VoIP, you gain access to a new level of functionality and enterprise-class features. With Microsoft 365 Business Voice, your team can enjoy features such as an auto attendant, group call pick-up, contact center integration, cloud voicemail with transcription, custom greetings, hold music, audio conferencing, custom ringtones, simultaneous ringing, call queues, and much more.

20. Business continuity: Never miss a call with MS Teams

Business continuity

Source: Freepik


With Teams Telephony, your business can rely on a cloud based phone system infrastructure that ensures reliable communication, even during unexpected disruptions or outages. The system is designed with tailored  business continuity features, including network and number-level resilience, to keep your operations running smoothly under the circumstances.

We understand the criticality of business continuity and the importance of keeping your operations running smoothly, even in the most challenging scenarios.

A fully managed Microsoft Teams telephony solution, by a certified UK Gold Partner.


Microsoft Teams Phone is an indispensable tool for businesses aiming to optimise communication and collaboration processes. As a trusted Microsoft Gold Partner, we are committed to providing our customers with an exceptional Teams Phone solution, supported by a global voice network. Our services and expert consultations are delivered as a fully managed solution, backed by round-the-clock support and a local IT expert squad that can reach you in London within 30 minutes via our on-bike response team.

If you have any inquiries about the Microsoft phone system and Teams license or need to explore how we can support your business, please get in touch.

Our dedicated team of experts is always available to assist you.

We understand the criticality of business continuity and the importance of keeping your operations running smoothly, even in the most challenging scenarios.

Curated with love by TWC IT Solutions.


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