Keep customers and employees connected with Microsoft Teams telephony

By Rob White on

For most small-medium businesses, the switch to remote working meant losing access to their fixed office telephony. To keep disparate staff connected with colleagues and customers, many adapted by using other solutions like Microsoft Teams for communication. However, whilst Teams offers the ability to make calls to other Teams users (whether internal or external), the challenge over the last 18 months has been how staff can make and receive traditional phone calls. To date, many have had to use their own phone or personal devices. With 73% of employees wanting the option to continue to work remotely, a better, more sustainable solution is needed as we settle into the world of hybrid working. 

The challenges of managing external calls  

For hybrid to work, communication is key. Offering clear and concise communication, as well as a variety of ways for your team to communicate, means that hybrid workers can enjoy all the benefits of home and office working. As such, the right technology that enables staff to communicate both internally and externally is crucial. Some of our customers have spoken about difficulties they face without this capability, including managing incoming calls to landline numbers and transferring external calls to colleagues. Supporting remote staff who need to make external customer calls is another challenge, when employees are reluctant or refuse to use a personal mobile or landline.  

Seamless communication, cost-effective convenience 

Using Teams as a communications tool for making and receiving external calls offers many benefits, particularly in today’s hybrid workplace. For example, staff will already be familiar with using headsets for internal Teams calls, reducing the need for any training. There is no longer a need to pay for a separate phone system, deploy desk phones, or additional desktop telephony equipment, which all helps save costs. From a user perspective, combining external and internal call functionality with a tool for collaboration and meetings all in one place offers a seamless user experience. It also enhances mobility by allowing staff to make and receive calls from any location, on any device. With Teams, staff can even move an active call from one device to another, meaning uninterrupted customer support and no disruption to conversations. And with the ability to move your existing phone numbers to Teams, you can easily maintain business continuity.  

Find the right Teams telephony solution with Silversands 

Adding external calling to Teams can achieved in several ways, from simple cloud-only options, through to more complex solutions. This where Silversands can help, using our Teams expertise to define the most suitable method that best suits your business needs. The cost will vary depending on the complexity of your requirements, such as phone usage and number of users. There are also different options when it comes to connecting Teams to your existing phone system, should this be required. 

With this in mind, it’s imperative to work with a partner like Silversands who can offer specialist Microsoft 365 (M365) capabilities that fully understands Teams – and how to get the best from it. We take the time to identify and understand your business needs, which enables us to map your requirements to the right M365 calling plan. Using our skills and in-depth Teams knowledge, we take a collaborative approach to ensure your business requirements are met. This includes how you want incoming voice calls to be handled, and how calls should be distributed. We help you understand how the technology, products, and licences work, and above all else, how to make the most of your M365 investment.  

At Silversands, our focus is on helping your organisation overcome the challenges of connecting hybrid working employees with external customers and colleagues. By combining our in-depth Teams skills with our user adoption expertise, we can support your internal adoption and help you realise the many benefits of Teams telephony.  

 This ensures your new solution has maximum impact and that you get the very most from your technology investment. The result? A hybrid workplace equipped with tools that facilitate a flexible, more efficient way of working. 

If you are looking to optimise your telephony, talk to us about how we can help you configure and use Microsoft Teams to connect your users and customers seamlessly.

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