The Importance of Integrated Voice Solutions
Think about the last time you needed an urgent answer. Did you rely on an email or a quick phone call? Despite the rise of digital tools, there’s nothing quite like the power of a direct conversation.
Businesses have countless ways to communicate. Email, text messages, instant messaging and an abundance of collaboration tools have transformed how we connect. Yet, amidst all these communication methods, voice communication cuts through the noise, delivering clarity and immediacy that no email or text can match.
Over 94% of working professionals report making and receiving phone calls during their work activities.1
Voice communications provide a human touch, providing real-time interaction for high-value and time-sensitive interactions. But here’s the catch – having voice communication isolated from other tools can lead to inefficiencies and frustration. You’re trying to juggle multiple platforms, each with its own quirks and limitations. It’s a bit like trying to piece
together a puzzle without seeing the whole picture.
In this article, we’ll explore how the landscape of business communication has evolved and why voice remains a vital piece of this puzzle. We’ll look into the challenges and opportunities presented by Unified Communications (UC) and the pitfalls of relying solely on tools like Microsoft Teams for your voice needs.
Most importantly, we’ll discuss why having a knowledgeable connectivity partner is essential for understanding these dynamics and making informed decisions.
THE EVOLUTION OF BUSINESS COMMUNICATIONS
Business communications have come a long way. From the days of snail mail and landlines, we’ve transitioned to emails, texts and instant messaging. Collaboration tools like Slack and Microsoft Teams have further revolutionized how we interact, making it easier than ever to stay connected. Despite these advancements, voice communications remain critical to
business operations. They’re a lifeline for customers and offer the immediacy and clarity that other forms of communication can’t match. But when voice is isolated, it becomes just another task on a long to-do list, adding to employee frustration and inefficiency.
THE RISE OF UNIFIED COMMUNICATIONS
Enter UC. UC is changing how businesses communicate by bringing all communication tools under one roof. It enables teams to work together in flexible ways, breaking down silos and fostering collaboration. With UC, employees can switch seamlessly between voice, video and messaging, making their workday smoother and more productive. Workers are spending an average of 20 hours a week using digital communications tools Stats like this underscore the importance of integrated systems to ensure time is used efficiently.2
Workers are spending an average of 20 hours a week using digital communications tools
THE CHALLENGE OF WALLED GARDENS
However, not all communication tools play nicely together. Many create “walled gardens” where they work with people using the same tools but struggle to connect with others. This fragmentation can cause significant problems. Think about trying to coordinate a project with a client who uses a different system – the constant switching and workarounds can lead to miscommunication and delays.3
Poor communication in the workplace accounts for a loss of 7.47 hours per employee, per week. For the average employee earning a salary of $66,967, that amounts to $12,506 per employee, per year in sunk costs.
MICROSOFT TEAMS – A POWERFUL YET LIMITED TOOL
Microsoft Teams has become a favorite in the business world. And for good reason. Its powerful features and Microsoft’s licensing model make it an economical choice
for many companies. Teams leverages existing internet infrastructure, making deployment relatively easy.
However, Microsoft is not a phone company.
Teams is not connected to the Public Switched Telephone Network (PSTN) by default, and its support model is more suited to software issues than real-time communication needs. This can be a significant drawback for businesses that rely on high-quality, reliable voice communications.
INTEGRATING PHONE FUNCTIONALITY WITH TEAMS
This is where integrating phone functionality with collaboration and business productivity tools like Teams becomes essential. Here are some of the benefits:
Convenience
You can use the same interface to make calls, reducing the need to switch between different tools. This allows you to manage all your communication from one platform, whether chatting with a colleague, scheduling a meeting or making a call. Not only does this save you time, but it also reduces the cognitive load on employees who otherwise have to juggle multiple systems.
Better Productivity and Communication
Streamlined communication means less wasted time and fewer missed messages. When all communication channels are integrated, employees can quickly switch from a chat to a call without losing context. For example, a sales team can seamlessly move from discussing a client in a chat to calling them directly from the same interface.
Integration With Business Tools
Seamless integration with other business tools enhances efficiency. Integrating your phone system with CRM systems, project management tools and other business applications creates a unified workflow.
Quality
Crystal-clear audio ensures that every word is heard. Poor call quality can lead to misunderstandings and frustration. With carrier-grade service, you can expect high-quality audio that makes every conversation clear and compelling. This is particularly important for customer-facing roles, where communication clarity can significantly impact customer experience.
Reliability and Uptime
Reliability is a non-negotiable in business communications. Redundant infrastructure means that even if one part of the system fails, the service remains operational so there are no disruptions to your business activities.
Interoperability
Connect to non-Teams users using the tool you love. In a diverse business environment, it’s common to interact with clients and partners who use different communication tools. Integrating phone functionality allows for seamless connectivity with these external parties.
Service
24×7 support from live humans (not a chatbot) ensures help is always available when needed. Knowing you can reach out to a real person anytime provides peace of mind and ensures that any issues are promptly resolved. This level of support can be a game-changer, especially during critical business hours or emergencies.
THE BEST OF BOTH WORLDS – TEAMS + HOSTED PBX
While many employees are comfortable using their computers for calls, desk phones still hold significant value. Phones offer reliability and ease of use that can be crucial in certain situations. A hosted voice solution that integrates Microsoft Teams, for example, provides the best of both worlds. It fills the gaps in Teams’ functionality, such as advanced call handling and IVRs, and supports hybrid scenarios where both systems can be used together. This setup provides the benefits of having a dedicated phone system alongside the flexibility of UC like Teams.
Consider a busy school office. They need to communicate quickly and effectively, not just within the building but also with parents and emergency services. A hosted voice solution integrated with Microsoft Teams could allow them to use the same interface for internal chats and external calls so that no call is missed and every message is received. And if they need to call 911, a reliable desk phone is right there, providing the peace of mind that the call will go through clearly and immediately.
THE IMPORTANCE OF A RELIABLE CONNECTIVITY PARTNER
Businesses need a partner who understands the ins and outs of IT infrastructure and voice solutions. Choosing the right provider can make all the difference. Partnering with a provider that has holistic IT expertise simplifies your operations. It means no more juggling multiple vendors or deciphering complex billing from different services. Instead, you get a seamless experience where your connectivity needs are handled by experts who understand the whole picture. This allows you to focus on what you do best – running your business – knowing that your communication infrastructure is in capable hands.
Whether integrating existing systems, providing specialized call-handling features or ensuring compatibility with your suite of business tools, Everstream builds voice solutions that fit your requirements.
FINAL THOUGHTS
Balancing modern tools with traditional needs can be overwhelming. Voice communication remains a critical component … but integrating it seamlessly with your existing systems is the real challenge.
Unified Communications, like Microsoft Teams, offer a robust solution, but they aren’t perfect on their own. That’s where the expertise of a reliable connectivity partner comes in. A partner who understands IT infrastructure and voice solutions can transform your communication setup from a fragmented mess into a cohesive, efficient system.
It’s possible to have a single provider who knows your needs, understands your systems and is committed to building customized solutions.
As you navigate your options, remember that the right partner can make a big difference. They can help you streamline your operations, reduce complexity and, ultimately, let you focus on growing your business. The future of business communication is here, and it’s all about integration, customization and reliability. Choose a partner who can advise you with expertise and dedication.
1 Communication tools used for work worldwide by frequency 2022 | Statista
2 The State Of Workplace Communication In 2024 – Forbes Advisor
3 Communication in the Workplace: Need-to-Know Stats for 2024 (expertmarket.com)