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Tip Tuesday | Teams Phone isn’t just “Replacing the PBX”

Rebecca Jenkins

One of the most common misunderstandings in UC migrations is thinking Microsoft Teams Phone simply replaces a traditional PBX.

This mindset leads to:

Minimal process change
Missed productivity gains
Underutilised features

What Microsoft Teams actually enables

Presence-aware call routing (via Teams + call queues)
Seamless transition between chat, call, and meeting
Embedded collaboration during customer interactions
Integration with CRM/ticketing via APIs & Power Platform

Where this shows up technically:

Routing decisions based on real-time presence
Agents collaborating mid-call without leaving Teams
Calls becoming part of end-to-end workflows

Organisations that rethink workflows, not just telephony, see the biggest gains. The ROI isn’t replacing the PBX; it’s transforming how work happens around calls.

Are you using Teams as just a phone system or as part of your broader workflow? Want to learn how to get the most out of your Microsoft Teams?

Reach out to our experts to learn more.

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