1. 20% of Microsoft Teams active users will adopt telephony services for external calling on Teams by 2024, according to Gartner.
2. More than 70% of those adopting Microsoft Teams Phone System are using direct routing to connect Teams to the PSTN, found Metrigy in its Workplace Collaboration: 2021-22 global research study.
3. 28% of organisations are using direct routing as a service from a cloud PBX/Unified Communications as a Service (UCaaS) provider other than Microsoft, found Frost & Sullivan.
4. Those using a third-party cloud PBX/UCaaS service provider, along with Microsoft Teams and Microsoft’s cloud phone system, noted that it allows them to supplement the existing cloud PBX with additional collaboration functionality, found the same survey.
5. Other reasons for not using Microsoft’s cloud phone system, according to Frost & Sullivan research showed:
Organisations already have an existing solution that serves their needs
Microsoft’s cloud phone system does not support advanced telephony features
Organisations prefer to source enterprise telephony and contact centre from the same provider
6. In the most recent State of Business Communications Report, 91% of IT decision-makers said they somewhat or strongly agree that their unified communications strategy should also include the contact centre.
7. According to the same report, 79% of IT decision-makers are somewhat or extremely likely to integrate Microsoft Teams with their contact centre in the future.
8. More than 300,000 Teams users rely on 8x8 to deliver voice services consistently to Microsoft Teams, according to 8x8’s most recent data. With 8x8 Voice for Microsoft Teams, capabilities include:
Unlimited global Microsoft Teams calling
Microsoft Teams certified cloud contact centre
Advanced telephony and contact centre analytics for Microsoft Teams
Pre-built integrations for major CRM and business productivity apps to support Microsoft Teams
Flexibility to assign voice services and feature sets by users or workgroups
Centralised business messaging like fax, SMS, or MMS in Teams