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SCB Global is a Microsoft-first communications provider, at the frontier of intelligent communications. Leveraging over 21 years of experience and expertise, SCB Global simplifies enterprise communications by bringing together voice, CX functionality and AI intelligence into a single, seamless experience within Microsoft Teams across 182 countries.
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SCB Global is a Microsoft-first communications provider, at the frontier of intelligent communications. Leveraging over 21 years of experience and expertise, SCB Global simplifies enterprise communications by bringing together voice, CX functionality and AI intelligence into a single, seamless experience within Microsoft Teams across 182 countries.
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Options for Adding Calling and Voice

to Microsoft Teams

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Microsoft Teams Voice and Calling Solutions

Simplify PSTN calling in Microsoft Teams with secure,

scalable, operator-managed voice connectivity.

Modernise enterprise communications with Microsoft Teams voice, PSTN connectivity, customer engagement, and cloud-based communication services.
Enable secure, scalable Teams calling while simplifying legacy infrastructure, reducing operational complexity, and supporting hybrid workforces globally.

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Unrivalled Global Coverage

182 countries and counting

Certified Operator Connect Countries

Other Teams Voice Services

Years of Global
Voice Experience
0
Countries on
Operator Connect
0
Average Customer
Satisfaction Score
0 %
Monthly Active
Users
0 k+
Uptime
Reliability
0 %

What Is Driving The Move To Teams Voice?

If you’re relying on disconnected voice systems, legacy PBX infrastructure, multiple carriers, or fragmented communication tools, it becomes harder to support users, maintain visibility, control costs, and scale efficiently.

At the same time, hybrid working, global compliance requirements, and evolving customer expectations are changing how communication services need to operate. As organizations look to optimize new technologies such as AI in their operations, voice needs to be fully and seamlessly integrated into the communications environment

Common Challenge

Multiple disconnected communication platforms

Legacy PBX infrastructure approaching end of life

Separate voice, messaging, conferencing, and contact centre tools

Supporting hybrid and remote workforces

Global telecom and compliance requirements

Limited visibility into communication performance and usage

Expensive carrier contracts and legacy telecom services

Disconnected customer engagement channels

Typical Impact

Fragmented user experience and operational silos

Rising maintenance costs and limited scalability

Increased operational complexity and vendor sprawl

Inconsistent communication experiences across users and locations

Difficult governance, emergency calling, and PSTN management

Poor reporting and operational oversight

Unpredictable costs and inefficient resource allocation

Fragmented customer experiences and inefficient workflows

Microsoft Teams Voice Can Help You:
  • Consolidate voice, meetings, messaging, and collaboration into a more unified environment
  • Simplify communication management across users, devices, and locations
  • Replace legacy PBX and carrier infrastructure with cloud-based voice services
  • Support hybrid working with a consistent communication experience
  • Improve operational resilience and scalability
  • Centralise governance, reporting, and policy management
  • Enable global PSTN connectivity through Operator Connect or Direct Routing
  • Extend Teams with customer engagement, messaging, and workflow capabilities

Your Microsoft Teams Voice Options

Microsoft Teams supports multiple PSTN connectivity and deployment models depending on your operational, technical, and compliance requirements.
Choosing the right approach depends on:

Geographic Coverage

Routing Flexibility

Operational Ownership

Compliance Requirements

Existing Telephony Infrastructure

Migration Strategy

The Three Main Options

Operator Connect

Best For:

Rapid deployment and simplified PSTN management.

  • Microsoft-certified operator model
  • No SBC management required
  • Simplified administration within Teams
  • Fast deployment and onboarding

Direct Routing

Best For:

Advanced routing flexibility and legacy integration.

  • Custom dial plans and routing logic
  • Legacy PBX and SIP integration
  • Compliance recording support
  • Greater telephony control

Microsoft Calling Plans

Best For:

Straightforward calling requirements in supported regions.

  • Microsoft-managed PSTN services
  • Simplified procurement
  • Native Teams integration
  • Suitable for smaller deployments

Features Overview

Feature

SBC Global Required

Deployment Speed

Infrastructure Management

Best For

Teams Admin Center Integration

Compliance & Custom Routing

Global Flexibility

Operator Connect

No

Fast

Operator Managed

Simplicity & rapid deployment

Native

Medium (provider dependent)

Depends on provider

Direct Routing

Yes

Moderate to Complex

Customer or Partner Managed

Complex routing & hybrid environments

Partial

Advanced

High

Microsoft Calling Plans

No

Fast

Microsoft Managed

Simple calling requirements in selected regions

Native

Very Limited

Limited

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Operator Connect vs Direct Routing vs Calling Plans

One of the biggest challenges when enabling Microsoft Teams voice is determining which deployment model best aligns with your operational and technical requirements.
There is no single “best” option for every environment. The right approach depends on your unique business requirements:
  • Deployment complexity
  • Compliance requirements
  • Operational ownership
  • Geographic coverage
  • Routing flexibility
  • Migration strategy
  • Existing telephony investments

Choose Operator Connect if you:

  • Want the fastest Teams calling deployment
  • Prefer a Microsoft-certified operator-managed service
  • Do not want to manage SBC infrastructure
  • Need simplified administration within Teams

Choose Direct Routing if you:

  • Require advanced routing flexibility
  • Need legacy PBX connectivity or Teams-native contact centre capabilities
  • Have complex compliance requirements
  • Need greater control over telephony architecture

Choose Microsoft Calling Plans if you:

  • Microsoft-managed PSTN services
  • Simplified procurement
  • Native Teams integration
  • Suitable for smaller deployments
It is not always as clear cut as choosing one model over another. It is often worth discussing your requirements with an expert to get clarity over which option is best suited to you. It might actually be a case that you need a blend of the different options to meet requirements which is totally feasible.
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When Dealing With Global Complexity

Global Teams voice deployments often become significantly more complex than expected when you need to consider services in different countries and regions.
Challenges can include:
  • Regional PSTN regulations
  • Emergency calling obligations
  • Number availability & porting
  • Data residency requirements
  • Compliance recording
  • Local carrier dependencies
  • Inconsistent service availability
  • Operational ownership gaps
Some global deployments fail because regulatory variation, migration complexity, governance requirements, and regional operational differences are underestimated early in the project lifecycle.
Successful Teams voice deployments get ahead of this by implementing:
  • Careful architecture planning
  • Operational governance
  • Strict provider evaluation
  • Resilience strategy
  • Migration sequencing
SCB Global helps you evaluate these considerations before deployment to reduce operational risk and long-term complexity.
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Microsoft Teams Voice Migration Strategy

Migrating enterprise voice services to Microsoft Teams often involves more than simply enabling PSTN connectivity.
You may need to consider:
  • Existing PBX infrastructure
  • Number porting timelines
  • User adoption and training
  • Compliance recording requirements
  • Contact centre dependencies
  • Regional telecom regulations
  • Hybrid voice environments
  • Other legacy systems
  • Operational support models
Common Migration Approaches

  • Phased Migration

    Gradually migrate users, regions, or departments into Teams voice services over time.

  • Hybrid Deployments

    Run Operator Connect, Direct Routing, and legacy telephony services simultaneously during transition periods.

  • Full PSTN Replacement

    Replace legacy carriers and on-premises voice infrastructure with cloud-managed Teams voice services.

  • Reducing Migration Risk

    Migrating enterprise voice services to Microsoft Teams can quickly become complex, particularly when legacy telephony, global PSTN requirements, compliance obligations, and hybrid environments are involved.

    Without careful planning, migrations can introduce operational disruption, inconsistent user experiences, governance gaps, and unnecessary project delays.

    SCB Global helps you reduce migration risk by providing strategic guidance, architecture planning, and operational support throughout the migration process.

SCB Global helps you:
  • Assess your existing telephony environment
  • Plan number porting and PSTN migration
  • Design hybrid migration strategies
  • Align migration with operational and compliance requirements
  • Reduce disruption for users and IT teams
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Teams Voice Pricing, Licensing, and Right-Sizing

Microsoft Teams voice deployments often involve multiple commercial and licensing considerations. This is often where delays occur and implementations get held up.

When evaluating Teams voice pricing, consider the following:

  • Teams Phone licensing requirements
  • PSTN consumption models
  • Bundled vs pay-as-you-go calling
  • Regional calling costs
  • Support and SLA models
  • Migration and operational costs
Right-sizing Teams voice services, numbers and licensing is something to consider and can help reduce:
  • Unnecessary licensing spend
  • Underutilised telecom services
  • Unrequired numbers (particularly wrt shared calling)
  • Overlapping carrier contracts
  • Operational inefficiencies
Auditing your existing telephony environment before migration can also help identify:
  • Usage patterns
  • Compliance requirements
  • Geographic needs
  • Required numbers and services
  • Future scalability requirements
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Building The Business Case For Microsoft Teams Voice

Microsoft Teams voice is rarely just a telephony decision.
For many businesses, it becomes part of a broader operational transformation strategy focused on:
  • Simplifying communication environments
  • Reducing operational complexity
  • Improving employee experience
  • Supporting hybrid work
  • Modernising customer engagement
  • Consolidating communication platforms
Stakeholders across IT, operations, finance, compliance, and customer experience teams often evaluate:
  • Cost reduction opportunities
  • Productivity improvements
  • Operational efficiency and resilience
  • Governance
  • Scalability
  • Customer experience outcomes
  • Modernising and future-proofing
  • Making the environment ‘AI-Ready’
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How SCB Global Supports Modern Teams Voice Environments

SCB Global helps you design and support Microsoft Teams voice environments across Operator Connect, Direct Routing, and hybrid communication models, enabling capabilities like:
  • Teams-native contact centre functionality
  • Omnichannel communications
  • SMS and WhatsApp integration
  • Compliance recording services
  • Hybrid Operator Connect and Direct Routing environments
  • Multi-carrier routing and resilience strategies
  • Integration with CRM and legacy platforms

Why Businesses Choose SCB Global For Microsoft Teams Voice

SCB Global helps you evaluate, deploy, and optimise Microsoft Teams voice environments aligned to your operational, technical, and compliance requirements.
Organisations work with SCB Global to:
  • Support multi-country PSTN and number requirements
  • Handle complex features and requirements
  • Simplify Microsoft Teams voice deployments
  • Evaluate Operator Connect and Direct Routing strategies
  • Reduce operational complexity across voice environments
  • Improve resilience and routing flexibility
  • Extend Teams with native communication and customer engagement capabilities
  • Align Teams voice services with compliance and governance requirements
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Customer Success

The "EASY" button for transitioning from legacy complexity to OPTO Intelligence.

Global Food Manufacturer

A globally recognised food manufacturer turns to SCB Global to make projected life time savings of $10m+ on its global enterprise communications.

Global Precision Products Manufacturer

A globally renowned manufacturer of precision products migrates its Avaya-centric communications to Teams Voice with SCB Global.

Heavy Equipment Supplier

A large multisite supplier of heavy equipment and machinery, migrate its legacy voice from Cisco to Teams voice with CX functionality.

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How SCB Global Supports Modern Teams Voice Environment

Whether you’re evaluating Operator Connect, planning a global migration, replacing legacy PBX infrastructure, or comparing Teams voice deployment models, getting the architecture and operational strategy right early can significantly reduce complexity, cost, and deployment risk.
Talk to SCB Global about:
  • Operator Connect vs Direct Routing strategy
  • Global PSTN coverage and compliance requirements
  • Migration planning and coexistence approaches
  • Licensing, commercial models, and right-sizing
  • Hybrid Teams voice environments
  • Teams-native communication and customer engagement capabilities
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What Happens After You Contact SCB Global?

  • Discovery & Requirements Review

    SCB Global reviews your Microsoft Teams environment, telephony estate, operational requirements, and global coverage needs.

  • Teams Voice Architecture Assessment

    Evaluate whether Operator Connect, Direct Routing, or Microsoft Calling Plans best align with your business requirements.

  • Coverage Evaluation

    Assess global PSTN coverage, number availability, resilience requirements, and compliance considerations.

  • Migration & Deployment Planning

    Coordinate number porting, onboarding, operational readiness, and governance planning.

  • Deployment & Ongoing Optimisation

    Support rollout, reporting, operational governance, and long-term Teams voice strategy.

A proven, expert-led process to design, deploy and optimise  your Microsoft Teams voice solution.

1

Discovery & Requirements Review

SCB Global reviews your Microsoft Teams environment, telephony estate, operational requirements, and global coverage needs.

Outcome:

Clear understanding of your environment and business objectives.

2

Team Voice Architecture Assessment

Evaluate whether Operator Connect, Direct Routing, or Microsoft Calling Plans best align with your business requirements.

Outcome:

Recommended Teams voice architecture and approach.

3

Coverage Evaluation

Assess global PSTN coverage, number availability, resilience requirements, and compliance considerations.

Outcome:

Validated coverage assessment.

4

Migration & Deployment Planing

Coordinate number porting, onboarding, operational readiness, and governance planning.

Outcome:

Detailed migration plan and operational readiness.

5

Deployment & Ongoing Optimisation

Support rollout, reporting, operational governance, and long-term Teams voice strategy.

Outcome:

Successful deployment and continuous optimisation.

You're not alone at any stage.

SCB Global works with your team and trusted partners to ensure a smooth transition to Microsoft Teams Voice.