To modernize your tech stack, you may consider investing in Microsoft’s Modern Workplace Products. These products are a collection of Microsoft applications made to enhance employee collaboration and customer service. One of Microsoft’s modern workplace products is Teams Voice, a cloud-based phone system that allows users to make and receive calls on various devices.
The term “Teams Voice” describes phone system elements in Teams like Operator Connect or Direct Routing. Similar to other Microsoft products, data is ensured to be kept safe and secure by meeting security standards and compliance requirements within the industry.
Continue reading to learn more about Teams Voice and how it works and compares to other popular platforms.
A cloud based VoIP
Using a cloud based VoIP allows users to make and receive voice and video calls, host chats or video meetings, and store files, emails, and calendars in one place. Not only is it cost-effective, but it’s convenient for users who switch between different devices throughout the day. As long as the device is connected to the internet, all data and features will be available between devices.
As one of the most trusted cloud-based services, Teams Voice can fully integrate into Microsoft Teams and is suitable for keeping all your tools in one place.
Cloud based VoIP Benefits:
- Cost-effective and straightforward: Instead of purchasing new hardware or phone systems, Teams Voice can be added to any device that connects to the internet.
- Improved team productivity: In the past, users had to switch between multiple apps for different needs and features. Now, Teams Voice can be used in the Teams app — where one can hold meetings, store files, and collaborate with team members in one spot.
- Helps meet business needs: With enterprise-grade features, like bandwidth control and built-in noise suppression, your business can scale its efforts and reach future goals.
Microsoft Teams License and Security
When implementing Microsoft Teams Voice, it’s important to check that you have all the correct licenses to take advantage of every feature. In North America, you must have an enterprise license to activate the voice feature. Moreover, you should also have a license for both cloud voice and domestic calling. Without these licenses, your team will be limited to making internal calls when connected to the internet. External calls from customers, prospects, suppliers, etc. will not go through.
When using Teams Voice, security and compliance measures will be followed. Using built-in security features like data encryption and multifactor authentication, Microsoft solutions meet standards like HIPAA and SOC2 to ensure data is kept safe and that compliance requirements are met.
To be able to use Teams Voice, make sure you have the following:
- Teams Phone needs to be available in your country
- Existing phone numbers can port into Teams, or you can select new phone numbers
- Every user that will be accessing Teams Phone needs a Microsoft Teams Phone license
- Buy a calling plan or use operator connect or direct routing to enable a plan
- Plan for call queues, auto attendants, and contact center features if necessary for your business
Teams Voice best practices
Whenever a new system or application is introduced, many factors need to be considered. Follow these best practices to ensure your team is ready for the change and your customers have a seamless transition.
Audit current PSTN connections
Like any other major workplace change, preventative steps must be taken before fully implementing a new system. Before introducing Microsoft Teams Voice, you should use this time to gather information on what telecommunication systems your business already uses and how that may affect this change.
Review what is already being used:
- Are users working through telecommunication carriers of which you were not already aware?
- Are users calling through phone systems you were not aware of?
- What are the costs associated with calling between locations if you have international offices?
Now is the time to gather information and control how your business communicates. Whether you operate a local or international business, it’s essential to fully understand the different phone services your users have in place. This information will help you compare your team’s current tools to Microsoft Teams Voice so you can start building a plan to bridge the gap between providers.
Train and engage the support team
Before going live with the new system, the support team should have time to dive into the software so they are ready to help. Hiring someone to train your support team on the new system or creating a training program will give them time to fully understand the ins and outs before the rest of the business makes the switch.
The support team should receive comprehensive training and tools to help manage daily changes. This will help make for a smooth and quick transition.
Users should also be aware that the useful information out there is endless. If users run into issues, the Microsoft community will gladly help. Through user forums and self-support documentation, Microsoft Teams will ensure users get the support they need.
Determine baseline state for voice users
Establishing the default state of controls allows you to create policies that will be implemented as soon as a user is licensed. This will ensure that if more complicated calling requirements are requested in the future, the change will be quick and simple.
Determine what controls and policies users should get when using Teams Voice:
- Should they get internal and emergency calling enabled?
- Should domestic calling be their default?
Ensure Microsoft Teams Voice audio quality
Network connection is one of the most important aspects to pay attention to when ensuring high-quality Teams audio. If your team is mostly in the office, configure a dedicated VLAN for voice calls. If possible, a wired ethernet connection will benefit the team; relying solely on wireless networks may cause issues as the connection can be lost or interrupted.
If your team works from home, consider providing them with a better internet connection than what they use. Customers may see the quality of audio over voice calls as a reflection of the services your business provides. It’s important to portray your business as high-quality with secure and clear audio.
If the network connection is out of your control, such as when a user is communicating via cell phone, there are still measures you can take. These steps will ensure good audio quality.
- Troubleshoot with users to figure out what is causing poor audio quality
- Provide hardware like headsets to the team
- Ensure users know how to use Teams background noise suppression
Prepare for implementation
Whenever a major change happens, there will be some challenges along the way. Rather than quickly implementing a new service and expecting the team to fully understand and enjoy it, take some time to prepare them for what to expect.
Create a positive experience for the implementation of the new system:
- Inform users what to expect before introducing the new system
- Give the team the reasons behind the change
- Send reminders on when the launch date will be
- Once the service is live, provide users with training and troubleshooting materials
- Errors are expected; ensure users get rapid responses if error or failure occurs
- Follow up with users to get feedback
Preparing for the launch with users in mind can create a smooth and thoughtful implementation process rather than causing confusion and reluctance to change. Make sure users are well prepared, know what to expect, and have support when something goes wrong.
Microsoft features comparison
In today’s digital world, choosing the right communication system can significantly impact a business’s productivity, organization, and customer experience. Microsoft Teams Voice unifies the communication options your team uses instead of switching between apps and devices for different functions. As a leading platform in this space, Microsoft Teams Voice provides a variety of features that offer solutions to the diverse needs of modern business operations.
As more platforms continue to evolve, we see commonalities between features, but how can you know which tool will actually benefit the business most? Let’s examine some of the similarities and differences between the top communication platforms.
| Features | Microsoft | Zoom | |
|---|---|---|---|
| Automatic Call Distribution | Yes | No | Yes |
| Interactive Voice Response | Yes | No | Yes |
| Call Analytics | Yes | Limited | Yes |
| CRM Integration | Yes | Limited | Yes |
| Helpdesk Integration | Yes | No | Yes |
| International Calling | Yes | Yes | Yes |
| International Calling Rates | Competitive | Dependent on destination | Competitive |
| Data Encryption | In transit and at rest | In transit only | In transit and occasionally at rest |
| Compliance | HIPAA, GDPR, SOC2 | Limited | HIPAA, GDPR, SOC2 |
| Customer Support | 24/7 phone, chat, and email support | Limited online support | Limited online support |
Although competitors like Google Voice and Zoom provide similar features, they tend to have certain restrictions like limited customer support and less robust data encryption. Microsoft Teams Voice consistently shows a more well-rounded set of features and a strong commitment to evolving with the needs of the digital business world.
A communications solution that will seamlessly integrate into your operations will transform the digital experience for both your business and your customers. If your business is struggling with poor audio quality, long wait times, uncertain data encryption, or overpriced international calling rates, it may be time to consider making the switch. With support from our team at Applied Tech the transition can be simple. Contact us today for assistance with Microsoft Teams Voice implementation.
About Applied Tech
Applied Tech is a leading IT and cybersecurity services provider dedicated to helping businesses protect their digital assets. Our proactive and strategic services include cloud management, security, productivity, and IT growth strategy. With a team of experienced professionals, we provide unique solutions tailored to your IT needs.
Protect your business with Applied Tech’s fully managed IT services, co-managed support, and security assistance. With IT services focused on your business goals, keep your team productive and your data secure.
