Why SMBs don’t buy into all Microsoft Teams integrations for cloud-PBXs

1st February, 2023

In the next couple of years, 64% of consumers are likely to switch telco providers. That figure is surprising when you consider 96% of telcos say customers are loyal to their brand. But loyalty can’t stand on its own when it comes to price—the biggest factor behind switching—followed closely by connectivity.

The risk of customer churn is especially high for telcos that don’t provide the ease of use small-to-medium (SMB) clients need. One popular way to increase ease of use for PBXs is to integrate the calling features of the Microsoft Teams client.

The drawback of his option is that it is likely to become expensive and unmanageable for SMBs who have very particular needs and requirements compared to large enterprises. So what’s the alternative? In this post, we take you quickly through the Teams integrations PBX providers are promoting. Then, we share the three reasons our clients and end users aren’t convinced all Teams integrations make sense. Finally, we present an alternative for both telcos and SMBs.

Integration options for integrating Microsoft Teams with PBX systems

To help meet the challenges telcos face with legacy technology, Microsoft evolved its communication solutions by offering calling services through Microsoft Teams to the public switched telephone network (PSTN). In support of this development, the telecom industry followed by providing calling plans to Microsoft Teams users through direct routing and operator connect programs.

PBX service providers, who have followed this trend closely, are now offering the following primary types of integrations for PBXs and Microsoft Teams:

Microsoft Outlook calendar synchronization: This integration updates an end user’s PBX availability status based on the meetings scheduled in their Outlook calendar. For example, when an end user is in a meeting or otherwise unavailable, they can automatically forward calls to a colleague.
Teams status synchronization: Similar to the calendar function, this integration automatically adjusts a user’s PBX availability status. Specifically, it synchronizes their live Teams status with their PBX status.
PBX call routing into Microsoft Teams: This integration routes calls into Microsoft Teams from a PBX, so end users can answer and receive calls from the Microsoft Teams client on mobile or desktop. It enables them to use one client for most of their meetings.

Integrating these functions requires different levels of technical expertise, depending on the selected service provider and integration type. If the Outlook calendar and Teams status integrations are built right, they require a simple on/off switch combined with authorized login from microsoft. However, the PBX call routing integration requires more in-depth configuration because numbers and accounts must be synchronized across the PBX platform and the Microsoft Teams platform.

The availability of these options (and many more) has left several telcos wondering whether to integrate their PBX into Teams or to find a better way to modernize their PBX offering.

Learnings

Taking advantage of all three integration options is ideal for end users who want to synchronize their status for booked and ad hoc meetings, as well as use the Teams client as a soft phone to make calls. At least that’s what the industry buzz is. But we wanted to know what our end customers think about these integrations.

Through one-on-one conversations with our MNO and MVNO clients as well as their end customer SMBs, we discovered a different perspective from the industry hype. Here’s what they shared with us.

First, they considered the Outlook calendar and Teams status as “need-to-have” features because they provide a clear value to their day-to-day operations. Instead of adjusting availability in two different systems, the integrations do the work automatically for them. This automation means real savings in end-user time and the flexibility to keep working without switching applications.

Second, they considered PBX call routing through Teams as a “nice-to-have” feature. They didn’t see the value of the integration for the following three reasons.

1. Low added value

From a feature perspective, routing PBX calls into Teams adds little value. Many PBX solutions already offer an app with calling functions and enable calls from your phone’s existing dialer.

2. Significant licensing cost

Teams calling requires a higher-priced Microsoft enterprise license—E5 or a lower one with add-ons. Currently, a regular E1 is $10 monthly, an E3 is $23, and an E5 is $38. This licensing adds up to a significant cost increase on top of the basic microsoft license most SMBs already have. Besides, for Teams integrations that run on most PBX provider solutions, end users must pay for a regular PBX license, a PBX Teams integration add-on, and an increased Microsoft Teams license. This extra licensing is not practical or sustainable for most SMBs.

3. Intensive administration

Routing PBX calls through Teams requires advanced administration. For SMBs, this level of administration goes beyond what most SMBs can or want to manage.

Provide your SMBs with the PBX solution they want

Microsoft Teams is powerful on its own, and offers helpful integrations with PBXs for Teams status and Outlook calendar synchronization. However, the buzz around routing your PBX calls into Teams is only a bandage on the much larger problem of outdated PBX technology.

Between the low value, extra licensing costs, and added administration, most SMBs will find far greater value in using a stand-alone PBX solution with the right integrations.

The Telness Tech automated digital telco (ADT) platform is centered around self-service and automation, and can reduce operating expenses by up to 80 % . Through the omnichannel administrative portal, clients can solve most support errors on their own. From subscription purchase, porting, and provisioning to activation, all sales are fulfilled automatically.

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