Microsoft Teams' Direct Routing for UCaaS and CCaaS
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As more IT leaders pick Microsoft Teams as their collaboration application, they are quickly running into challenges implementing a complementary, robust voice solution. Until now, third-party telephony solutions for Teams have been clunky and often complex. Recently, Microsoft opened the ‘Voice’ portion of the Teams app, allowing UCaaS providers to integrate directly with the Teams’ platform. This move by Microsoft completely changes the paradigm and sets a new bar for voice integration with Teams. Learn about Microsoft Teams for voice and how cloud-to-cloud integration changes the landscape.
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Microsoft Teams' Direct Routing for UCaaS and CCaaS
- 1. Microsoft Teams’ Direct Routing for UCaaS and CCaaS Enterprise Cloud Voice Solutions for Microsoft Teams Users Moderator: Louie Hollmeyer, Director, ATC Presenters: Nick Enger, CTO, ATC Tom Reinacher, Cloud Communications Engineer, RingCentral
- 2. • Independent IT Consulting • Voice | Data | Cloud | Security • Solution Agnostic • Super Support • 250+ Technology Providers Industry-leading UCaaS Provider ATC and RingCentral
- 3. A Gartner UCaaS Magic Quadrant Leader for 6 years running GARTNER Positioned furthest for completeness of vision in 2020 Figure 1. Magic Quadrant for Unified Communications as a Service, Worldwide
- 4. Industry Leadership IHS MARKIT Ranked #1 Frost & Sullivan UCaaS RADAR “A collaborative user experience— competitively packaged and priced—sets RingCentral solutions apart from most competitors.” Reasons for selection: • Market share leader • Commitment to innovation • Ever expanding feature set Source: Frost & Sullivan 2019
- 5. Microsoft Teams > 3rd Party PSTN > MS Direct Routing
- 6. Why is MS Teams such a hot topic in the UCaaS world? • Work-from-home initiatives have driven adoption • Microsoft Teams has been the natural choice • IT leaders have been challenged to get the most from their Microsoft investments • Recently, Microsoft started rolling out their own voice platform for Teams
- 7. Strong MS Teams adoption for collaboration but gaps remain for Voice • Lacks rich PBX feature set • No native contact center capabilities • Integration complexities • Limited global PSTN coverage • SLAs
- 8. Why direct routing? • End users can retain their preferred Teams interface to make and receive calls o Desktop app o Web app o Mobile app • Centralized collaboration interactions - internal and external – all within the Teams app • Once it is all said and done, direct routing can be cost neutral or even less expensive than Microsoft Teams with voice, and you get the full feature set of a UCaaS solution, which most organizations have to have.
- 9. Key Benefits • Enterprise Cloud Communications Platform • Effortless Implementation • More than Just Direct Routing/SIP Trunking • Consistent Experience for Teams Users
- 10. RingCentral is the #1 communication platform for business
- 11. Annualized Revenue $1.2B Fastest-growing cloud communications provider Q3 Revenue $278M YoY Growth 34%
- 12. Global Operations Customer Support Locations 5 Workforce 6K R&D Centers 7 Public Cloud Regions 6 RingCentral Offices 12 Private Data Centers 30+
- 13. RingCentral RingCentral Global Connect Network™ World class infrastructure 99.999% reliability Security is our strength HD Voice & Video QoS analytics Trusted
- 14. RingCentral Office Uptime SLA performance. Communications is business critical. 99.999 99.995 99.99 Q3’18 Q4’18 Q1’19 Q2’19 Q3’19 Q4’19 99.999% Q1’20 Q2’20 Q3’20 QTD Increase of total Messages posted 70% Increase of total in-app Phone calls 150%200% Increase of total Video minutes
- 15. Text Fax Conferencing Contact Center Team Collaboration Global Office MODERN UCC CLOUD PBX ADVANCED CAPABILITIES Analytics Voice Open & Integrated Video Meetings Your ideal solution:
- 16. RingCentral Cloud PBX for Microsoft Teams Benefits Native & easy to use • Our Cloud PBX to complement Teams’ collaboration • Native UX in Teams to reduce adoption challenges Feature rich PBX • Call controls (Mute/unmute, hold, resume, warm and blind transfer), IVR, call logs, automatic call recording, call queues, analytics, and more Enterprise-grade • Global delivery footprint in 100+ countries • Integrations with wide set of business apps • Security and reliability
- 17. Native Teams Experience RINGCENTRAL CLOUD PBX FOR TEAMS NATIVE TEAMS DESKTOP AND WEB NATIVE TEAMS MOBILE
- 18. Why would an admin want it? RingCentral Cloud PBX for Microsoft Teams Native integrations w/business apps Use native integrations to make and receive calls in your CRM and see CRM call history info in Teams. Access our global network via full PSTN in 40+ countries, local and toll-free numbers in 100+. Superior global availability 01 02 03 PSTN for MSFT Teams users with a native experience and robust set of PBX features. Advanced calling for MSFT Teams Real-time data backed decisions Have complete visibility into all your Teams calls, identify key trends, set automated alerts. 04 Simple to adopt and use There’s no separate interface or downloads so no retraining is required for users. 05
- 19. Why would an end user want it? RingCentral Cloud PBX for Microsoft Teams Work in your tools of choice Use native integrations to make and receive calls in your CRM and see CRM call history info in Teams. No additional downloads required, everything can be accessed from one app on desktop, mobile, or web. Reduce app overload 01 02 03 Everything a user needs simplified into one platform, accessible natively from a single interface Save time and work more productively
- 20. Benefits of RingCentral Cloud PBX CALL CONTROL, IVR, CALL HANDLING COMPREHENSIVE API’S FOR TELEPHONY ENTERPRISE PBX CAPABILITIES (COST CENTER MANAGEMENT, WHISPER, BARGE-IN CAPABILITY) NATIVE PSTN IN 40+ COUNTRIES 99.999% AVAILABILITY SLA NATIVE PBX INTEGRATIONS TO CRM AND BUSINESS APPS LIKE SALESFORCE, ZENDESK, AND SERVICENOW NATIVE CALL RECORDING RICHER ANALYTICS AND REPORTING MICROSOFT TEAMS TELEPHONY RC CLOUD PBX FOR TEAMS ✔ ✔ LIMITED ✔ ✔ ✔ ✔ ✔ ✔ ✔
- 21. QUESTIONS? THANK YOU Louie Hollmeyer, 513-323-1131, louie@4atc.com Nick Enger, 513-323-1127, nenger@4atc.com
- 23. Cloud PBX Demo
- 24. Existing Microsoft integrations Teams Office 365 Outlook Skype for Business - Call with webRTC or RingCentral Phone app - Start, schedule, and join RingCentral Video meetings natively - Make and receive calls with webRTC from email message threads - Schedule and start RingCentral Video meetings - Make and receive calls from desktop email app - Schedule RingCentral Video Meetings - Quick call and text from contact cards - Make and receive calls with RingOut - Schedule and join RingCentral Video meetings - Hold instant one click audio conference calls with up to 1000 participants Dynamics 365 - Works across all Dynamics Apps on CIF framework - Log calls and SMS content - Click to call - Entity match gives 360 degree view of inbound callers Learn more in the App Gallery
Editor's Notes
- SLIDE MESSAGING & NOTES: Previous #s Q1 2018 Tier 2 ISVs- 8395 users /// Q1 2019 Tier 2 ISVs users at 46226 Previous #’s Q1 2018 Tier 1 ISVs - 47,340 users /// Q1 2019 Tier 1 ISVs 76,230 users Previous # August 2018 1379 unique visitors /// June 4 2019 - 11,308
- RingCentral, Inc. (NYSE: RNG), a leading provider of global enterprise cloud communications, collaboration, and contact center solutions, today announced that RingCentral Global Office™, a unified solution that includes team messaging, video meetings, and a cloud phone system, will be available in six continents including Africa, Asia, Australia, Europe, North America, and South America. RingCentral is also announcing expansion into several countries -- Estonia, Greece, Lithuania, Slovenia, and South Africa.
- RingCentral offers its services via its cloud-based RingCentral Global Connect Network™, a redundant service delivery architecture built from the ground up and interconnects directly with service providers enabling RingCentral to provide carrier-grade reliability and quality of service globally. The RingCentral Global Connect Network is a purpose-built framework with the carrier peering relationships necessary to provide local service in various countries. By handling the interconnects directly, RingCentral removes the burden on enterprise customers of setting up and managing on-premise systems in other countries. Unlike other cloud competitors, RingCentral does not lease lines or outsource service delivery to third parties. "When you expand a unified communications platform globally, it’s critical you meet all the local regulatory compliance, security, and Service Level Agreement (SLA) needs of those countries," said Anand Eswaran, president and chief operating officer, RingCentral. "With RingCentral, customers can rest assured that they will get all the key capabilities to keep their global teams and customers connected. We are helping our customers move from legacy on-premise communications systems to the cloud with all the inherent benefits of reduced costs, higher flexibility, and increased capabilities." RingCentral Global Office enables businesses to connect their mobile and distributed workforces across multiple countries with local phone numbers, PSTN access, and other capabilities. The unique capabilities available to customers include: Licensing and Regulatory: Manages regulatory challenges on behalf of customers, enabling them to operate in compliance with local laws and regulations Emergency Services: Automatically provides the caller's location to emergency dispatchers Security and Compliance: Provides robust security measures at every level of the architecture and processes, and support for regional certifications and frameworks such as ISO 27001, UK Cyber Essentials and complies with the German requirements of Cloud Computing Compliance Controls Catalog (C5) Quality of Service and Service Level Agreement (SLA): Enables access to key operational Quality of Service metrics in near real-time to monitor the phone system's global health and proactively diagnose and troubleshoot issues, backed by an industry-leading 99.999 percent SLA Language localization: Enables users to seamlessly change language settings, setup multilingual IVRs, receive localized voice prompts, and more in over 10 languages
- More than ever, business communications is business critical. Again, this is no longer a nice to have, but truely a need to have. Proved through experiences of the pandemic, etc.. Additionally, organizations have found that business communications is now a key part of their business continuity planning.
- RingCentral combines the traditional cloud-based PBX with a more modern UCC in addition to some advanced capabilities like **explain the capabilities**
- Does not require the purchase of Microsoft Cloud Calling Plans, bringing cost efficiencies to global calling and does not require the purchase of Session Border Controls or SIP Trunks that are commonly required with other UC telephony solutions for Microsoft Teams Reduce adoption challenges for Teams - no retraining/separate interface is required Offer users flexibility via integration with a wide set of commonly used business apps Make real-time data backed decisions with analytics
- TCO. Does not require the purchase of Microsoft Cloud Calling Plans, bringing cost efficiencies to global calling and does not require the purchase of Session Border Controls or SIP Trunks that are commonly required with other UC telephony solutions for Microsoft Teams Reduce adoption challenges for Teams - no retraining/separate interface is required Offer users flexibility via integration with a wide set of commonly used business apps Make real-time data backed decisions with analytics