Making calls with Microsoft Teams: a steppingstone to so much more

Making calls with Microsoft Teams: a steppingstone to so much more

25 March 2021

Products & licensing
Modern workplace
Technology review

By Tom Vanderstraeten, Modern Workplace Expert, Inetum-Realdolmen

 There's a good chance that you've also started working with Microsoft Teams, the hub for teamwork in Office 365. After all, the working landscape changed dramatically within just a short time last year. And as is often the case, the communication needs of our organizations have evolved as well.

I probably don't need to remind you, but last year many of us were forced to work from home, either part-time or even full-time. And precisely because our work was no longer tied to one permanent location, good remote communication – with colleagues, customers and suppliers – proved to be very important.

For many, Microsoft Teams has been the instrument of choice since then to support their organization in this new communication process. One aspect that has remained somewhat overlooked up to now, certainly compared to the chat and meeting possibilities in Teams, is the rich telephony functionality (or 'calling') that the same Microsoft platform offers. Teams Calling is often just an extra tool in addition to the existing phone people still have at their desk. That’s why I'd like to take a closer look at this.

Teams as a switchboard

Teams as a switchboard

The fact is that Microsoft has equipped its hugely popular Teams environment with a rich set of default telephony functions. These are, as it were, embedded and make Teams a more than worthy alternative to a traditional switchboard.

To take advantage of this alternative, all you need to do is transfer the existing contracts with your telephony provider in Teams, or you can use Microsoft as a provider. The wide range of end-user devices ensures that everyone will eventually find something to their liking in the offering.

Calling with image

One-to-one and group calls with your colleagues are just the tip of the iceberg of what's possible when it comes to telephony in Teams, so there's a real chance that you've recently had a video call via Teams Calling. After all, Microsoft also excels in video calling.

Video calling

You can also choose from a wide range of solutions: from a simple webcam on your laptop or smartphone to a complete Teams Room System. With the latter solution, you can switch quickly and effortlessly from a simple call to a meeting. Once again, this demonstrates the power of Teams: communication that you launch in your chat environment seamlessly converts into an audio call and then continues to evolve towards a meeting with video. Combine all this with a simple, easy-to-use interface for all your devices, and it goes without saying that Microsoft Teams is an extremely powerful tool.

Omnichannel communication

Thanks to our collaboration with certified partners, we're better positioned to take your communication via Teams to the next level. In addition to standard telephony, we ensure that you can also use other, more advanced communication tools, such as chat, social media, CRM, and more.

Omnichannel communication

Thanks to such an advanced solution, and in particular CRM integration, your reception and helpdesk staff can instantly see all the necessary information about the customers who call them, allowing them to help customers quickly and in the best possible way. If you prefer to keep in touch with your customers via a chatbot on your website, you'll know straight away which page the customer is on so you can ask more specific questions. Of course, we can also use these tools to set up complete state-of-the-art contact centers for you.

Microsoft Power Platform

The power of Microsoft 365

Because Teams is an integral part of Microsoft 365, you also have access to the entire Microsoft Power Platform. With the help of Power Apps and Power Automate, we can develop customized applications that round off the telephony process.

This allows us to consult and adjust on-call services, make phone books available online and offline, and so on. As the icing on the cake, we can also use Power BI to give you a better understanding of your calling behavior or to check that you're meeting the service level you're aiming for.

Want to find out more?

If you would like more information about how Inetum-Realdolmen can support you, I've got good news for you: we just made calling simple! We use an assessment to provide new inspiration, help you get started with the smooth implementation of Microsoft Teams as a telephone switchboard, and much more! Contact our experts at or feel free to talk through your requirements with your designated contact person.

Related blog posts

Microsoft trusts us. Do you?

Our Teams knowledge and skills have now also been officially recognized by Microsoft after receiving various Advanced Specializations.

More info?

Contact our experts at

Subscribe and receive our blogs in your mailbox

Subscribe for our monthly Wiki Feed!

Would you like to receive the latest news and updates in the field of hardware & licenses?

Register here