Microsoft Teams has emerged as a prominent platform for communication and collaboration, especially in the wake of remote work becoming the new norm. However, for many partners and service providers, the integration of telephony solutions into Teams presents both challenges and opportunities.
For partners selling legacy voice services, the prospect of moving into a brave, new, Microsoft-focused world is a daunting one.
Paul Taylor, Chief Commercial Officer at Voiceflex, highlighted a common dilemma faced by who are uncertain whether to perceive Teams integration as a threat to their existing market or an opportunity for expansion: many are apprehensive about approaching their customer base due to concerns about potential loss of business.
“A lot of partners are between the devil and the deep blue sea,” he said. “They don’t know which way to go, and in many cases, they’re worried about approaching their customers because they think they’ll lose the customer to Microsoft Teams.”
However, Taylor emphasised the significant market opportunity that remains largely untapped, with only about 10 percent uptake on direct voice connectivity into the Teams platform. To address this, Voiceflex has initiated educational efforts, including webinars, to help partners understand the potential of Teams integration and how it can be leveraged to their advantage.
One key aspect of Voiceflex’s approach is its versatility in catering to different types of partners. Taylor outlined two primary partner categories: those focusing on single-instance telephony applications and those specialising in UCaaS. Voiceflex offers solutions tailored to both, ensuring a smooth transition to Teams integration regardless of their existing offerings.
An important offering by Voiceflex is Voiceflex Flow – a UCaaS product which facilitates direct integration into Teams without the need for Microsoft’s Teams Phone licences. This solution, while being cost-effective, covers a significant portion of Teams’ features at a lower price point, making it an attractive option for both partners and end-users.
Alternatively, Taylor also discussed Voiceflex’s Teams Direct Routing, providing partners with the flexibility to offer SIP trunks on a per-user basis, thereby optimising costs while ensuring seamless communication within the Teams environment. This approach contrasts with other Teams voice methods such as Operator Connect, which Taylor says sees partners struggle to create any meaningful margin.
AudioCodes Voca Over The Top
On top of its existing voice offerings, Voiceflex has formed a partnership with AudioCodes which gives its partners access to Voca.
In essence, Voiceflex uses Voca to bridge the gap between legacy telephony systems and modern collaboration platforms like Teams. Voca can be used as both an IVR or a fully fledged Teams contact centre, depending on a business’ needs.
“We might have a situation where someone wants Flow in the back office and Teams for some departments,” he said.
“We can lay Voca over the top of both departments so a call can be delivered to either system, so it brings the two worlds together.
“And, because we’re a carrier, if we hold the phone number with the customer, we can deliver multiple applications for the reseller depending on what the customer is looking for.”
The prospect of nudging customers away from legacy telephony systems and into the new world of UCaaS is a daunting one for partners. Voiceflex gives these partners a comprehensive portfolio, enabling them to take their customers on a UCaaS journey at their own pace.
Find out more about Voiceflex’s offering for partners and service providers here.
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