Businesses have embraced cloud collaboration tools like Microsoft Teams and Zoom for messaging, meetings, and file sharing. But there’s one element still lagging behind: telephony.
Voice remains a critical part of business communication, from customer calls to sales conversations, yet many organisations still rely on outdated or disconnected phone systems. For integrators, this gap presents a major opportunity: completing the UCaaS journey by integrating telephony into the platforms their customers are already using every day.
Voice: Still vital, still undervalued
Despite the rise of video and chat, voice isn’t going anywhere. It’s often the most direct and personal channel, especially in sales, support, and time sensitive situations.
When telephony is integrated into platforms like Teams or Zoom, users gain a seamless experience: meetings, calls, and messages in one place, accessible from anywhere. Reducing friction, simplifying workflows, and supporting hybrid work without the hassle of managing multiple systems.
Simpler to manage, easier to scale
Cloud-based telephony removes the need for legacy infrastructure, expensive hardware, and on-premises maintenance. IT teams can manage everything from a central dashboard, while users benefit from features like intelligent call routing, voicemail, and contact syncing, all within the platform they already know.
For integrators, it’s a gateway to long-term services, recurring revenue, and deeper engagement with clients.
Turning voice into value
Ignoring telephony in a UCaaS project leaves money on the table. Customers are looking for simplicity and efficiency, and they’re willing to invest in solutions that help their teams work smarter. By owning the conversation around cloud telephony, integrators can become trusted advisors, delivering strategic value beyond the initial deployment.
Platforms like Zoom Revenue Accelerator and Microsoft Viva Sales are turning voice into a strategic asset. Zoom delivers AI-driven insights, sales coaching, and automation that help businesses close deals faster and work smarter, giving integrators a clear upsell into revenue intelligence. Meanwhile, Microsoft’s Viva Sales connects seamlessly with Teams and Dynamics 365 to bring AI-powered conversation insights, sales productivity tools, and CRM integration, allowing integrators to offer enhanced business value and revenue driving features.
Microsoft is also expanding its voice capabilities with Teams Phone, Direct Routing, and Operator Connect, allowing integrators to offer fully unified, cloud-based calling integrated with compliance, hybrid work strategies, and collaboration platforms. Both Zoom and Microsoft ecosystems unlock new service layers and recurring revenue opportunities for the channel.
More information on the Zoom Revenue Accelerator: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059301
More information on Microsoft Viva Sales: https://www.microsoft.com/en-us/microsoft-365/copilot/copilot-for-sales
It’s a strategic move
Integrating telephony into UCaaS platforms completes the cloud communications puzzle. It can drive productivity, improve customer interactions, and enable better business outcomes. What’s not to love?
The integrators who embrace this shift now will be the ones positioned to lead as communications continue to evolve. Voice is the last mile of truly unified communications. And the opportunity to close that gap, technically and commercially, has never been greater.
Get in touch with our UCaaS expert bartek.biernat@tdsynnex.com to learn how telephony can benefit your customers.
