Why Voice-Enabling Microsoft Teams with UCaaS is Essential for Mid-sized and Enterprise Organizations

Microsoft Teams has rapidly become the backbone of collaboration for countless organizations. With over 320 million monthly active users, it's easy to see why Teams is a favorite for messaging, meetings, and file sharing. But when it comes to voice—specifically using Teams as your primary business phone system—the native features alone may fall short, particularly for mid-sized to enterprise-level organizations.

To bridge these gaps, many IT leaders integrate Unified Communications as a Service (UCaaS) providers, such as RingCentral, Zoom Phone, 8x8, or CallTower into their Teams environment. Here’s everything you need to know about the limitations of Teams for voice and how UCaaS integration creates a more robust communication experience.

What are the Limitations of Using Teams Alone for Voice?

While Teams offers basic calling, it wasn't originally built as a comprehensive phone system.

Here are some of its notable limitations when used alone:

• Complex Licensing and Extra Costs: Teams doesn’t automatically include phone capabilities. You must purchase additional licenses (like Microsoft Teams Phone) plus calling plans. These incremental costs can quickly add up.
• Limited Global Coverage: Microsoft’s calling plans are only available in select countries, complicating global operations. Organizations outside these regions must configure Direct Routing or Operator Connect, adding complexity and expense.
• Advanced Telephony Features Gap: Essential call handling features, detailed analytics, and CRM integration typically found in advanced PBX systems or contact centers are limited or require additional third-party solutions within Teams.
• Cannot Reuse Existing IP Phones: Teams typically doesn’t allow organizations to reuse existing IP phone hardware easily. Many devices already deployed by enterprises may not be certified or compatible with Teams, forcing a costly replacement or complicated workaround.
• No Support for Analog, Fax, Paging, and SMS: Teams does not natively support analog devices, fax machines, paging systems, or SMS messaging. Organizations relying on these traditional communication methods must implement additional third-party solutions or integrations, adding complexity and overhead.
• Support and Reliability Issues: Microsoft’s support for voice issues may not be available 24/7, potentially leaving organizations without immediate help during outages. Additionally, Teams’ SLA for voice isn't as stringent as many dedicated telecom providers.

How Does Voice-Enabling Teams with UCaaS Work?

Integrating UCaaS solutions with Teams effectively means Teams remains your primary user interface, while the UCaaS provider (RingCentral, Zoom, 8x8) handles the backend telephony services. Users continue making and receiving calls through Teams, but these calls are routed through the UCaaS provider’s infrastructure.

This integration typically happens through:

• Direct Routing: Providers like 8x8, RingCentral, and CallTower host infrastructure to connect their telephony directly with Teams, simplifying setup. Direct Routing allows your organization to manage and streamline global telephony deployments.
• Operator Connect and API Integration: Providers like Zoom Phone leverage Microsoft’s Operator Connect or API integration to embed telephony seamlessly within Teams. This simplifies management by allowing voice services to be managed directly from Teams admin centers.
• Embedded Dialers (No Microsoft Licensing Required): Some UCaaS providers offer embedded dialer applications directly within Teams that allow users to make calls without needing additional Microsoft licenses, reducing licensing complexity and associated costs.

What Are the Benefits of Integrating Teams with a UCaaS Provider?

Voice-enabling Teams with UCaaS delivers significant advantages:

• Richer Telephony and Contact Center Features
  • Advanced call routing (auto-attendants, multi-level IVRs).
  • Comprehensive analytics, reporting, and call recording capabilities.
  • Native CRM integration for seamless call handling and customer relationship management.
  • Built-in SMS capabilities for broader communication channels.
  • Support for traditional analog devices like fax machines, paging systems, and other legacy equipment through UCaaS gateways.
• Global Coverage and Compliance
  • UCaaS providers offer extensive global PSTN coverage—8x8 alone provides local telephony in over 50 countries.
  • Simplified regulatory compliance handled by the UCaaS provider.
• Seamless and Familiar User Experience
  • Users continue using Teams without needing additional training or different apps.
  • Enhanced productivity by keeping calls, meetings, and messaging within one familiar interface.
• Enhanced Reliability and Support
  • UCaaS providers deliver high reliability with carrier-grade uptime guarantees.
  • Dedicated 24/7 expert support available for any voice-related issues.
• Cost Savings and Flexibility
  • Competitive pricing and flexible plans reduce total cost of ownership.
  • Freedom to select the provider offering the best rates and coverage, avoiding vendor lock-in.
• Continuous Innovation
  • UCaaS providers regularly introduce new features, leveraging AI-driven analytics, transcription, and conversational intelligence to enhance user productivity and customer experience.

A Quick Look at Leading Providers for Teams Integration

RingCentral

With over 400,000 global customers, RingCentral is renowned for robust call management features and deep integration capabilities, particularly suitable for enterprises needing advanced telephony or contact centers.

Zoom Phone

Zoom’s telephony solution has rapidly grown, now serving over 7 million users. Zoom offers an intuitive user experience and straightforward integration with Teams through APIs and Operator Connect.

8x8

Offering local telephony in 50+ countries, 8x8 simplifies global telephony management, making it ideal for multinational organizations requiring extensive global coverage and straightforward integration into Teams.

CallTower

CallTower specializes in Direct Routing solutions tailored explicitly for Microsoft Teams environments. They deliver reliable global telephony and allow easy reuse of existing IP devices, helping organizations leverage previous hardware investments.

Conclusion: Why Voice-Enable Teams?

The question for IT leaders is not whether to use Teams or another phone system but how to best integrate them. Voice-enabling Teams through UCaaS providers like RingCentral, Zoom, 8x8, or CallTower delivers comprehensive voice functionality, global reach, and reliability—all without sacrificing the familiar user experience of Teams.

Considering the rising adoption of cloud voice (over 20 million active Teams PSTN users and rapid growth in UCaaS seats), this approach not only addresses existing telephony gaps in Teams but positions your organization to adapt, scale, and innovate in communications seamlessly.

Ready to transform your Microsoft Teams into a full-featured business phone system? Talk to one of our experts today and see how Maverick Networks can tailor a communication strategy designed for your organization’s unique needs.