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Microsoft Teams: The Standard, but Not the Complete Solution
Microsoft Teams has rapidly become the default communication platform for businesses across the UK. With over 320 million monthly active users worldwide, it’s clear that Teams is entrenched in modern workplaces. However, while it excels in collaboration, it lacks robust telephony and customer engagement capabilities.
For IT resellers, this presents a golden opportunity: businesses using Teams still need enterprise-grade voice and customer service solutions. Without them, they’re forced to rely on disjointed systems, creating inefficiencies and missed opportunities.
Why Voice and Contact Centre Integrations Matter
Adding Direct Routing or Operator Connect to Microsoft Teams transforms it into a full business phone system. This means businesses can:
✅ Make and receive external calls without leaving Teams
✅ Reduce costs compared to traditional phone systems
✅ Improve flexibility with cloud-based, scalable telephony
For organisations with customer service teams, Contact Centre as a Service (CCaaS) integrations are equally crucial. By embedding contact centre capabilities into Teams, businesses gain:
✅ Advanced call routing to ensure customers reach the right agent
✅ AI-powered analytics for better decision-making
✅ Omnichannel support (voice, email, chat, social media)
Simply put, businesses that rely on customer interactions need more than just basic Teams functionality. They need enterprise-grade telephony and customer experience tools—and resellers are in the perfect position to provide them.
What’s in It for UK Resellers?
For IT resellers already providing Microsoft 365, adding voice and contact centre solutions unlocks:
🔹 Higher recurring revenue – Move beyond one-off Microsoft license sales and establish a steady MRR stream.
🔹 Increased customer retention – The more critical services you provide, the stickier your customers become.
🔹 Stronger competitive differentiation – Many resellers sell Microsoft 365, but few offer full communication solutions.
🔹 Enhanced business value – Customers see you as a strategic partner, not just a software provider.
How to Get Started
The good news is that resellers don’t need to build these solutions from scratch. By partnering with the right voice and contact centre providers, you can offer fully integrated solutions without complex infrastructure investments.
If you're an IT reseller selling Microsoft 365, now is the time to capitalise on this hidden revenue opportunity. Voice and contact centre integrations aren’t just add-ons; they’re essential business solutions that customers are actively looking for. The question is—will they get them from you or from someone else?
Talk to us about our Teams Calling and contact centre integrations.
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