Unlock the Teams Phone opportunity in your customer base

More than 350 million people use Microsoft Teams. They meet in it, chat in it and share files in it.

Very few of them make a phone call with it.

According to Cavell Group, only around 26 million Teams users are telephony-enabled. That is roughly 6% of the user base. Cavell also estimates that about 80% of the 91 million commercial Teams Phone seats sold worldwide are not used for voice at all.

That gap is the biggest untapped opportunity in your customer base.

A market that keeps growing

And the market is moving fast. Microsoft reported 20 million Teams Phone PSTN users in April 2024. UC Today has since tracked growth to 26 million: an increase of around 30% in 20 months. Cavell forecasts strong growth in telephony-enabled Teams users across Europe and North America for years to come.

More users means more migrations, more projects and more recurring revenue. The question is not whether your customers move to Teams Phone, but which partner takes them there.

Your customers are paying twice

Many organisations already own Teams Phone. It comes with Microsoft 365 E5 and the new E7, or they bought it separately. Yet many of them get little value from it. We see three scenarios:

• They don't use it at all. At the time of signing they could not migrate their telephony yet. Then the project slipped down the list, and the legacy PBX or hosted telephony platform is still running next to it.
• They use it for normal office calling only. For sales and support they added a separate PBX or contact center platform on top of or next to Teams, to get advanced call flows and omnichannel.
• They pay for contact center features in their CRM, ERP or ITSM subscription, on top of the Teams Phone licence they already have.

In every scenario the customer pays twice: more licences, more suppliers, more management and a lower return on their Microsoft investment. And their people switch between applications all day.

A Teams-native solution such as ROGER365.io, built on the Teams Phone licence they already own, is more cost-effective and gives a better employee experience: one environment for calling, chat, meetings and customer contact.

You can fix that. And the customer will thank you for it.

Your fastest route to new revenue

Winning a new customer is slow and expensive. Selling more to a customer who already trusts you is not. Your install base is your pipeline:

• Look for customers with Microsoft 365 and a separate telephony platform
• Run a short campaign or webinar on the cost of paying twice
• Move them to Teams Phone, with the numbers and connectivity they need
• Add the Attendant Console for reception and the contact center for service teams

Partners who run this play typically see the first customers live within 60 to 90 days.

Telecom partners: escape the race to the bottom

Replacing one phone system with another no longer earns much. Prices fall every year and customers switch on cost alone. When your customer moves to Teams, the telephony margin you had will shrink.

Unless you bring something more. The opportunity is no longer in minutes and handsets, but in everything around them:

• Consultancy: designing call flows, routing and the customer journey
• Support and SLAs for the customer's whole communication environment
• Integrations with CRM, ERP and ITSM applications, including 360-degree customer views
• Reports and dashboards that turn contact data into insight
• Automation and AI solutions, from transcription to voice agents
• Add-ons such as Tollring for call recording and analytics

With an Attendant Console, an omnichannel contact center and these services on top of Teams Phone, you stay the partner for customer communication, now inside Microsoft Teams.

MSPs: keep the customer, then go further

As an MSP you already own the strongest relationship: the workplace, security, identity. But if you leave telephony and customer contact to someone else, another partner walks into your account. And they will not stop at telephony.

Everything above for telecom partners applies to you too. And you can go a step further. Once ROGER365.io enables more complex scenarios, the next projects follow naturally:

• An enterprise service bus (ESB) to connect applications and processes reliably
• A data estate with trustworthy data, where automations and AI can run and reason
• Microsoft Fabric for advanced reporting and event-driven triggers
• Azure Logic Apps for tailored workflows and special scenarios

The possibilities are endless, and every one of them is a project and a recurring service in an account you already manage.

Why now

The growth is here, and the licences are often already paid for. The migrations are coming. The only question is which partner leads them.

For you, that is more than a sales opportunity. It is a chance to grow your practice: new skills, new services, new people and a bigger, more valuable business. Customer contact is changing fast, and that creates opportunity for every type of partner, whether you come from telecom, IT or managed services.

ROGER365.io runs inside the customer's own Microsoft tenant, works with Operator Connect, Direct Routing and Microsoft Calling Plans, and goes live in days. That makes it the easiest next step after Teams Phone.

Start with the customers you already have. They are waiting for someone to ask.

Ready to build this? Book a call with our partner team. We look at your customer base, pick one target account together and map your first deal.