The Future of Business Communication: How Microsoft Teams Calling is Reshaping the UK Workplace
For many UK businesses, Microsoft Teams is already the central hub for internal communication – meetings, chat, and file sharing. But the evolution doesn’t stop there. Microsoft Teams Calling is extending that functionality to encompass full telephone capabilities, blurring the lines between unified communications and traditional telephony. This isn’t simply about adding a dial tone to Teams; it’s a fundamental shift in how businesses approach communication, driven by the impending PSTN switch-off and the rise of hybrid work.
The Impending PSTN Switch-Off: A Catalyst for Change
The UK’s Public Switched Telephone Network (PSTN) is being retired in 2027. This means traditional phone lines – ISDN and copper wiring – will cease to function. Businesses relying on these legacy systems must migrate to a digital alternative. Microsoft Teams Calling, alongside solutions like Direct Routing and Calling Plans, offers a viable and increasingly popular pathway to navigate this transition. Stride Communications highlights this urgency, noting the need for businesses to modernise their telecoms now, not just react to the switch-off.
Beyond Basic VoIP: The Power of Integration
Teams Calling leverages Voice over Internet Protocol (VoIP) to deliver calls over the internet. However, its strength lies in its deep integration with the Microsoft 365 ecosystem. Unlike standalone VoIP systems, Teams Calling eliminates the need to switch between applications. Users can seamlessly transition from a Teams chat to a phone call, share files during a call, and access call history directly within the Teams interface. This streamlined experience boosts productivity and reduces friction.
Understanding the Connectivity Options: Calling Plans, Operator Connect, and Direct Routing
Choosing the right connectivity option is crucial. Microsoft offers three primary pathways:
- Microsoft Calling Plans: The simplest option, providing numbers and minutes directly through Microsoft. AMVIA notes pricing typically falls between £5-£9 per user per month.
- Operator Connect: This allows businesses to leverage existing relationships with certified carriers like BT and Gamma, delivering PSTN connectivity via Microsoft’s cloud.
- Direct Routing: The most flexible option, utilising a third-party Session Border Controller (SBC) to connect Teams to a SIP carrier. This is ideal for businesses with high call volumes or established carrier agreements.
The best choice depends on a company’s specific needs and technical capabilities. Direct Routing, while offering the most control, requires more technical expertise to manage.
AI-Powered Communication: The Next Frontier
Microsoft is increasingly integrating artificial intelligence (AI) into Teams, and this extends to calling features. The Microsoft Teams Phone Experience now includes AI-generated summaries and insights, helping users quickly grasp the context of calls. Accessible calling features, designed to break down communication barriers, are also being enhanced with AI. Expect to see further advancements in areas like real-time transcription, sentiment analysis, and intelligent call routing.
The Rise of Shared Calling and Flexible Workspaces
Microsoft Teams Phone offers features like shared calling, allowing a single number to be used by multiple users or groups. This is particularly valuable for teams handling shared responsibilities, such as customer support. The ability to seamlessly shift calls between devices – desktop, laptop, and mobile – supports flexible and hybrid working models, ensuring employees remain connected regardless of location.
Security and Reliability: Cornerstones of Modern Communication
Security is paramount. Microsoft Teams Calling benefits from Microsoft’s comprehensive security features, protecting communications from threats. Enhanced reliability, powered by AI-optimized performance, minimizes downtime and ensures consistent call quality. Microsoft emphasizes secure calling and emergency calling features, enhancing safety and security for users.
The Impact on Customer Engagement
Teams Calling isn’t just about internal communication; it’s also transforming customer engagement. Integrated experiences allow businesses to optimise both internal and external communications. Features like auto-attendants, call queues, and voicemail with transcription enhance the customer experience and improve efficiency.
Did you understand? 43% of UK businesses experienced a cyber breach in 2025, with 85% of those breaches involving phishing (DSIT 2025). Secure communication platforms like Teams Calling are becoming increasingly vital for protecting sensitive data.
FAQ
Q: What is the difference between Teams Calling and regular Teams calls?
A: Regular Teams calls are between Teams users. Teams Calling adds the ability to make and receive calls to/from standard phone numbers.
Q: Do I need new hardware for Teams Calling?
A: Not necessarily. Teams Calling works with headsets, computers, and mobile devices. Teams-certified IP phones are also supported.
Q: How much does Teams Calling cost?
A: Costs vary depending on the chosen connectivity option and licensing. Expect to pay approximately £6-£12 per user per month for a Teams Phone Licence, plus PSTN usage charges.
Q: What is Direct Routing?
A: Direct Routing allows you to connect Teams directly to a SIP carrier using a third-party SBC, offering maximum flexibility.
Pro Tip: Before implementing Teams Calling, conduct a thorough assessment of your current telephony infrastructure and call patterns to determine the most cost-effective and suitable connectivity option.
Ready to explore how Microsoft Teams Calling can transform your business communication? Contact AMVIA today for a tailored consultation and discover the benefits of a fully integrated communication platform.
