As part of Microsoft 365, Microsoft Teams is increasingly being used in companies for messaging and other team functions. There is some functional overlap with the Swyx solution, not only in the collaboration functions but also in the telephony functions included.
With its extensive PBX functionality, Swyx's focus is clearly on communications. Strong call routing options, flexible terminal support, but also extensive connection options to the public telephone network ensure optimal accessibility in the company and enable perfect customer service.
USE MICROSOFT TEAMS AS A TELEPHONE SYSTEM?
The Teams solution also supports telephony functions, so the question is whether the range of functions is sufficient to handle all business-critical communication applications with Microsoft Teams in particular.
However, a closer look quickly reveals that telephony functions are not particularly strong in Teams. On the one hand, this concerns the infrastructure, especially the integration of analog devices such as fax, door openers, intercoms or mobile DECT devices. The integration of these devices with Teams can only be realized with high integration and consulting efforts. On the other hand, the operation of the telephony functions in Teams differs significantly from the usual telephony behavior. This can result in additional training efforts for users.
THE STRENGTHS OF THE SWYX SOLUTION
With Swyx, companies are able to effectively implement all business-critical communication applications that are in demand in companies today, thus ensuring availability for customers. These include in particular::
Individual control of own accessibility with the Call Routing Manager (ACD)
Creation of complex voice dialog systems with graphical script editor (IVR), e.g. for central call acceptance or individual acceptance systems for individual departments
Use of the entire range of end devices: system and IP telephones, USB/conference telephones, IP a/b adapters
Mobility within the company, e.g. on the company premises or in production halls: Seamless integration of DECT systems
Contact center functionality and queue management
Contact information integration: Integrate any database and quickly identify incoming calls
SWYX VERSION 13.10
1. Missed call notification
2. Line/extension selection
3. Audio device selection
4. Volume control
5. Key navigation
6. Call journal: name resolution
TEAMS & SWYX: DEPLOYMENT SCENARIOS
Option 1: Use Teams and Swyx in parallel
The simplest way to use Microsoft Teams and Swyx is to run both solutions in parallel and use the features that match the strengths of each solution. So, for example, for messaging and file exchange Teams and for all telephony functions the Swyx solution.
Option 2: Swyx Integration in Microsoft Teams
With the Swyx Connector for Microsoft Teams, you seamlessly integrate the most important telephony functions in Microsoft Teams. This provides maximum user-friendliness, as it means that the specialized telephony functions of Swyx can be easily used from within Teams. A compact Swyx client is available for configuration and operation, which provides all the convenient functions in the background. In addition, the respective presence status of Microsoft Teams participants is automatically synchronized with the presence status of the Swyx solution. This means that if a participant is in a Teams conference, all calls can be automatically diverted. Set up individual call routing that intelligently routes calls based on presence status.
Option 3: Swyx Integration in Microsoft Teams plus Direct Routing
The so-called "Direct Routing" is a Microsoft feature that enables the linking of the public telephone system via a Session Border Controller (SBC) with the Microsoft telephone system. This allows the connection of a telephone system, such as Swyx, so that telephony to external participants in Microsoft Teams is possible.
Further advantages of using "Direct Routing" in conjunction with Swyx are also:
Support for telephone calls between Swyx and Microsoft Teams users: Swyx users can use all available devices including clients, Microsoft users can use the Teams client.
Microsoft Teams users have the option of distributing calls intelligently using Swyx Extended Call Routing.
The existing connection to the public telephone network (e.g. SIP trunk) can still be used, phone numbers or connections do not have to be ported to Microsoft.
Together with the Swyx integration in Microsoft Teams, Direct Routing represents the most comprehensive coupling of both solutions. However, in addition to the necessary hardware (Session Border Controller), additional Microsoft licenses are required for use. The higher costs therefore make this option particularly interesting for larger companies that already have a Microsoft Enterprise license.
Conclusion: Better together with Swyx and Microsoft Teams
No matter which option companies choose - it makes sense to use the applications in the company in such a way that they offer the greatest possible benefit both on the user side and on the customer side. Due to the numerous integration options, Swyx is the ideal solution for creating synergies in the company together with Microsoft Teams.