Direct Routing is the most common solution for service providers wanting to leverage the advantage of offering calling in Microsoft Teams.
For providers, Direct-Routing-as-a-service means they can adopt a ready-made platform, eliminating the need for substantial capital investment.
However, there are some considerations to bear in mind when choosing the right Direct Routing partner.
Call2Teams has built its Direct Routing offering solely with channel partners in mind, Co-Founder Mark Herbert told UC Today, making it simple to onboard and manage end users.
“We knew when we created the service it had to have channel DNA in the core of the product,” Herbert said. “We’ve made it easy for the channel partner to buy and easy for the customer to buy from them.
“We designed the service to be channel only at the outset. That meant that we built in complete multi-tenancy, multi-tier administration so the platform can facilitate distributors, resellers, managed service providers and customers.
“They’ve all got different role access in our portal so they can deliver benefits to the end customer.”
“We’ve also added commerce and subscription management so that billing fits into the equation. All of that is wrapped up in white-label branding.”
Navigating Outages
Even the biggest cloud vendors in the world can suffer from outages, so Call2Teams has built its network to ensure service providers are equipped with the capabilities to keep their customers up and running where possible.
Herbert gave an example of a recent outage that saw Microsoft’s network go down in Europe and North America but stay up in Asia. Call2Teams is built as one single platform, which meant it could quickly re-route customers and keep them connected.
“Our platform is one fabric that spans the globe, and people use different elements of that fabric,” Herbert said.
“So, when we saw that APAC was still up, we were able to route traffic through a different gateway within minutes as an emergency measure.
“We actually had a competitor call us and ask how we were able to keep our European customers up while they couldn’t!”
The nature of the Call2Teams’ network isn’t just important when it comes to outages. Its global presence also means it’s simple for service providers to expand a customer’s service as they themselves expand their operations globally.
Keeping Up To Date
Microsoft is constantly releasing updates to maintain the quality of the Teams service – whether that be new features for users or tweaks behind the scenes for developers.
As part of this, Microsoft routinely publishes update notes for PowerShell that need to be kept on top of.
Scott Jenkins, Technical Product Manager at Call2Teams, said that Call2Teams does this on behalf of the channel partner for the end customer.
From the customer’s perspective, all they have to do is click our unique ‘sync’ button in the Call2Teams portal to ensure their Teams calling configuration is up to date.
“We add anything into our Sync module that will improve the customer’s experience; we’re constantly doing that validation,” Jenkins said.
“We’re always running on the latest PowerShell version that Microsoft have formally released, then we do product releases to let our partners know what’s changed – but their customers are not affected on a day-to-day basis; they just have to click the sync button.”
“The Call2Teams platform also delivers this resilience at scale, with the solution now routing millions of calls a day. It is no wonder that Call2Teams has been referred to as the defacto standard for voice enabling Teams by a leading equity analysts.”
from UC Today https://ift.tt/7Hpj9qy
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