Microsoft Groups and telephony: Why small companies choose UCaaS suppliers



With regards to integrating calling into Microsoft Groups, integrating calling providers from a Unified Communications as a Service (UCaaS) supplier offers small and mid-size companies (SMBs) with an a variety of benefits.

In a latest survey of 187 SMBs (outlined as these with as much as 400 staff) in North America, Europe, Asia, and Australia, Metrigy discovered that almost all of SMBs choose utilizing devoted UCaaS providers for calling, even when they use Microsoft Groups for messaging and videoconferencing. Additional investigation revealed the advantages of this strategy embrace:

  • Decrease prices
  • Larger reliability
  • Superior calling and get in touch with heart capabilities 

In actual fact, in keeping with a latest Metrigy report, 72% of SMBs at the moment utilizing Microsoft Groups for messaging and conferences—together with a separate UCaaS supplier for calling—plan to take care of their present calling providers. 


👀  With regards to Microsoft Groups and telephony, why do small companies choose UCaaS suppliers? Entry the total Metrigy report to seek out out.


Why it’s essential to enhance communications and collaboration

Let’s face it. You probably have a small enterprise, you possibly can’t afford to spend cash that doesn’t revenue what you are promoting in a roundabout way. It’s worthwhile to see return on each funding you make. 

However how do you measure the return on funding in a UCaaS answer? The analysis revealed that just about half (47.1%) of SMBs measure the advantages of communications investments in one among 3 ways:

  • Value financial savings that outcome from spending much less on legacy or disparate apps
  • Income will increase that outcome from enhancing gross sales crew assist and increasing enterprise capability
  • Productiveness features from enhancing course of speeds, shortening mission cycles, and decreasing the variety of apps staff should entry all through their day

Survey respondents who noticed measurable advantages from their communications investments achieved, on common, the next outcomes:

That’s fairly spectacular!

Let’s check out the present communications and collaboration panorama

Identical to bigger enterprises, many SMBs at the moment are working with a distributed workforce with both a hybrid or fully distant enterprise mannequin. Greater than ever earlier than, SMBs should be sure that all staff can talk and collaborate successfully from wherever at any time. 

How can you make sure that for what you are promoting? Should you’re like most SMBs, you’re seemingly turning to cloud-based apps to get the job achieved. Roughly 1 / 4 of SMBs (22.4%) now use UCaaS as their solely communication suite, and one other 12.7% use UCaaS together with an present on-premises platform. 

Why SMBs undertake UCaaS

UCaaS attracts SMBs as a result of it:

  • Allows SMBs to scale as they develop—with out requiring extra investments in on-premises {hardware} or in depth administration prices
  • Cut back prices (particularly administration prices to run on-premises servers)
  • Affords higher assist for distant staff
  • Allows higher consumer experiences
  • Offers higher safety (particularly for toll-fraud prevention)

Metrigy Microsoft Teams and Telephony Small Business Report, UCaaS adoption drivers

SMBs develop to CCaaS

Over 1 / 4 (28%) of SMBs additionally select Contact Heart as a Service (CCaaS) to benefit from even larger advantages. CCaaS offers a fully-featured name heart service that may assist gross sales, customer support, and technical assist groups. Firms that mix UCaaS and CCaaS see, on common, the next outcomes:

  • 16% enhance in agent productiveness
  • 16% enchancment in buyer satisfaction scores
  • 21% enhance in annual gross sales
  • 12% discount in operational prices

Prime advantages of integrating Microsoft Groups with a UCaaS supplier

By integrating Microsoft Groups with a devoted UCaaS supplier, you possibly can preserve your present UCaaS providers, whereas permitting customers to put calls by way of the Microsoft Groups app. Sometimes that is completed by way of the usage of a Microsoft Groups plug-in that routes PSTN calls by way of the UCaaS supplier and offers customers entry to a full set of UCaaS options. 

Amongst organizations at the moment utilizing Microsoft Groups and UCaaS from one other supplier, almost 72% plan to take care of the connection with their devoted UCaaS supplier. 

Under, we’ve outlined the highest advantages of this strategy.

1. Decrease prices

Let’s begin with the massive purpose. Utilizing Microsoft Groups Telephone System prices corporations massive bucks. On common, utilizing Microsoft Groups Telephone System prices $1,497 per-user, per-year on operational prices like licensing, end-user assist, and coaching. Examine that to the trade common of $1,196 for a UCaaS supplier. And it’s simple to see how the financial savings can rack up rapidly, particularly as your crew grows.

2. Larger reliability

You’ve seemingly heard the saying, “Don’t put all of your eggs in a single basket.” Firms that rely solely on Microsoft Groups for calling, messaging, and assembly danger one outage taking out their whole communications and collaboration providers. 

It’s true that Microsoft gives 99.99% reliability, however another UCaaS options provide 99.999% reliability as an alternative. Chances are you’ll not suppose that the additional 9 issues a lot, however it does. It’s the distinction between 52.6 minutes of downtime per 12 months versus 5.26 minutes per 12 months. 

Metrigy Microsoft Teams and Telephony Small Business Report, reliability comparison

3. Intuitive Groups expertise

By integrating UCaaS natively into Microsoft Groups, you and your crew can take pleasure in the identical Groups interface you’ve been utilizing with no extra downloads, bots, or plugins. You get one of the best of each Microsoft Groups and your devoted UCaaS platform in a single app, enhancing productiveness and making adoption easy since no retraining is required.

4. App integrations

Should you solely use Microsoft Groups Telephone System, chances are you’ll discover that it’s a must to rewrite any customized integrations you’ve gotten with apps like your CRM (i.e., Salesforce), your assist desk, and every other common enterprise apps. Against this, UCaaS suppliers can typically accommodate customized integrations with no downside.

5. World protection

Microsoft Groups Telephone System at the moment offers calling providers for 33 nations, whereas UCaaS suppliers sometimes provide assist for greater than 40 nations and provide broader international assist for toll-free calling as properly.

6. Progressive calling options

UCaaS suppliers typically embrace extra calling options than Microsoft Groups Telephone System, together with:

  • SMS (to permit for texting from enterprise telephone numbers)
  • Fax providers
  • Name controls
  • Built-in voice response (IVR)
  • Name dealing with
  • Automated name recording
  • Name queues
  • Superior reporting and analytics
  • Integrations with third-party CRM and IT service administration apps to allow click-to-call and automatic updating of information

7. Superior analytics

Migrating to Microsoft Groups Telephone System might require extra funding in third-party name monitoring, administration, and analytics options to acquire the identical degree of perception. Then again, UCaaS suppliers can provide superior analytics to permit IT and enterprise leaders to achieve insights into name efficiency and app utilization.

8. Built-in name heart providers

Microsoft gives name heart integration with its Dynamics 365 CRM platform, however that’s it. If you’d like or want extra, you’ll have to depend on third-party integrations. However most UCaaS suppliers provide totally built-in name heart capabilities for inbound and outbound calls, omnichannel buyer assist, and even synthetic intelligence (AI) for optimized name routing and buyer interactions.


👀  Get the total rundown and entry extra insights by downloading the free Metrigy report.


One of the simplest ways ahead for small companies

So, what’s the underside line? In a nutshell, in relation to Microsoft Groups and telephony, contemplate integrating Microsoft Groups with a UCaaS supplier. This route will assist you:

  • decrease prices
  • ship the best degree of reliability
  • guarantee entry to the broadest set of calling options

Are you able to get probably the most out of your Microsoft Groups funding and faucet into all the advantages listed above? Then flip to RingCentral Cloud PBX for Microsoft Groups. With RingCentral Cloud PBX for Microsoft Groups, all communication and collaboration necessities reside within the Groups software, driving productiveness throughout your whole enterprise. 

Top 12 benefits of RingCentral Cloud PBX for Microsoft Teams

Prime 12 advantages of RingCentral Cloud PBX for Microsoft Groups

And keep in mind: You’re by no means alone in relation to RingCentral. Our Skilled Companies crew will assist present steering all through your complete implementation course of, together with configurations, testing, and coaching. Whether or not what you are promoting has tens of staff or lots of, RingCentral is right here to assist develop what you are promoting— and never simply develop what you are promoting, but in addition develop with what you are promoting.

Final Modified Might 13, 2022


Work collectively from wherever with messaging, video conferencing, and telephone calls—all in a single platform.

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