Why choose CloudCall for Microsoft Teams over Direct Routing | CloudCall

Why choose CloudCall for Microsoft Teams over Direct Routing

By December 17, 2020Product, Technology

Microsoft Teams is quickly becoming one of the most widely used business products, offering internal communications, document sharing and collaboration tools. The increase in popularity is partly due to the onset of the COVID-19 pandemic forcing businesses to close their offices and transition to remote work. It’s when working from home that digital collaboration tools are essential to keep operations running smoothly.

Although Teams is mainly used as an internal communication tool, it can be used for external communications through the Microsoft Phone System, however this is a relatively costly platform when compared to other telephony platforms. Microsoft has also developed a way for the platform to be routed through a traditional phone system. This can be achieved through Direct Routing, which provides a PSTN (public switched telephone network) connection to Microsoft Teams users so that they can make and receive external phone calls on any device using Teams.

What’s the alternative?

CloudCall’s integration with Teams now means there is now a third possibility. As an alternative to direct routing and the Microsoft Phone System, our integration connects your CRM to Teams, which allows calls to be made to any of your CRM contacts, in just a few clicks.

“We’ve spoken with numerous customers and they’ve all told us their biggest pain point is that they have to frequently switch between Teams and their CRM system throughout the day, which is time-consuming, inefficient and increases the risk of incorrect data entry” – Paul Clark CTO

Not only does the system allow calls to be made from Teams, it also applies the usual functionality you can expect from CloudCall to these calls. That means call information and notes will be automatically saved in the CRM – something that direct routing platforms cannot offer.

“Simply start the CloudCall app from within Teams and then users can easily search the CRM for information about existing or prospective customers. In addition, they can share it with colleagues and initiate a meeting to discuss it further, or they can immediately start a conversation with a customer or prospect via phone, video or SMS chat. Once the conversation is finished, everything including the call recording, SMS or video chat is automatically synchronised with the CRM.” – Paul Clark CTO

Why choose CloudCall for Teams over Direct Routing?

  1. If you are frequently using your CRM system and Microsoft Teams
  2. Making and receiving calls from CRM contacts
  3. If you can benefit from additional functionality
  4. Easy to implement utilizing existing systems
  5. It’s cost effective

The case for using our integration as an alternative to direct routing would be strongest for users who spend a lot of time in their CRM, but also collaborate with their colleagues through Teams. As an add on solution, it offers a great balance for those who are not 100% sure if they want to use direct routing, or those who do not want to incur the costs involved with the Microsoft Phone System.

“Companies can use our solution to seamlessly recreate the office experience and empower their employees to communicate intuitively with their colleagues” – Paul Clark CTO

Speak to a member of our team to learn more about our Teams integration.

Gary Coventry

About Gary Coventry