Microsoft Teams Voice: Operator Connect vs. Direct Routing

Note: This content was originally produced by Cloud Collaboration Consultants, now proudly part of ReadyNine. While logos and names may differ, the expertise, processes, and insights align fully with ReadyNine’s standards and offerings. All material remains relevant and reflects our unified commitment to client success. Microsoft Teams Operator Connect vs Direct Routing Microsoft Teams Voice: Operator Connect vs. Direct Routing—Which is Right for You? With over 250 million monthly active users, Microsoft Teams has solidified its place as a dominant force in the collaboration and unified communications space. But for businesses ready to take Teams beyond chat and video into full-scale voice calling, the next big decision lies in the architecture: Operator Connect or Direct Routing? At ReadyNine, we've helped hundreds of organizations transition from outdated PBX systems or fragmented UCaaS platforms like RingCentral into modern, scalable Microsoft Teams Voice solutions. And today, we’re breaking down a hot topic that many IT leaders are exploring: the real differences between Operator Connect and Direct Routing, and how to choose the right path. Why Organizations Are Making the Shift Whether you're facing rising costs, underwhelming service, or simply want to consolidate your communications stack, integrating voice with Microsoft Teams is an increasingly popular route. Especially post-pandemic, companies that adopted Teams for chat and video are now looking to go all-in—with Teams as the central hub for all internal and external communication, including voice. But here’s where the fork in the road appears: Operator Connect vs. Direct Routing.

Key Differences: Operator Connect vs. Direct Routing Feature Operator Connect Direct Routing Phone Number Management Managed in Microsoft Admin Portal Managed by a provider like ReadyNine Compliance Support (GCC) Not Supported Fully Supported CRM Integration Limited Highly Customizable Call Recording & Add-Ons Available via vendor add-ons Fully customizable, including compliance-ready options SMS / Texting Support Limited Available with provider-specific configurations Calling Plan Flexibility Basic Microsoft options Metered or unlimited, tailored to your usage Global, Complex, or Custom? Go Direct Routing. If your business operates globally, has complex call flow needs, or relies on CRM integrations and compliance standards like GCC, Direct Routing is the more flexible and scalable solution. It’s designed to mirror and support intricate environments, offering more control over configurations, integrations, and vendor choice. Looking for Simplicity and Speed? Try Operator Connect. On the other hand, Operator Connect offers a simpler, more streamlined experience. It’s ideal for businesses that want to reduce internal management and let Microsoft and their connected provider handle the heavy lifting. You’ll manage numbers inside Microsoft’s portal, and vendors like those we support at ReadyNine take care of the rest behind the scenes.

Unsure? Let AI Help You Choose. Choosing the right Teams Voice setup doesn’t have to be a guessing game. At ReadyNine, we use an AI-powered assessment tool to evaluate your current infrastructure, usage patterns, and goals—then recommend the ideal solution based on real data. Whether you need help building a business case, designing your architecture, or selecting a vendor, our team can support you every step of the way. We don’t charge for our services—we’re vendor-neutral consultants who are only compensated if you choose a partner we recommend. (And if you don’t, that’s okay too!) Key Takeaways ● Operator Connect is best for companies prioritizing simplicity, ease of management, and cost. ● Direct Routing is ideal for enterprises needing customization, global reach, and advanced integrations. ● Microsoft Teams is now the #1 player in the UC voice space—beating out Zoom Phone and RingCentral. ● ReadyNine helps you evaluate, design, and implement the right Teams Voice solution at no extra cost. Looking to modernize your voice solution? Contact ReadyNine today. Our experts are ready to help you unify communications and make the most of your Microsoft 365 investment. www.readynine.com Email: [email protected] Call us: +1 (312) 825-0099 Address: 500 W. Madison, Ste. 1000 Chicago, IL 60661