Businesses using Microsoft Teams increasingly prefer integrating a separate UCaaS provider for calling due to cost savings, higher reliability, richer features, and better global coverage. Metrigy’s study shows 88% of Teams users keep their UCaaS provider, benefiting from features like SMS, CRM integration, and advanced analytics. Teams Phone System can be used with options like Calling Plan, Operator Connect, or Direct Routing, but often adds complexity and cost. Organizations using Direct Routing through UCaaS gain flexibility, control, and resilience in outages. UCaaS integration delivers the best balance of performance, features, and cost efficiency.

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