Utilising Microsoft Teams to Boost Communications Revenue: A Cavell / Akixi webinar overview
The rise of collaboration platforms such as Microsoft Teams, with its current 320 million monthly active users, marks a significant shift in the telecoms service provider market. This shift is altering user expectations and reshaping the ways service providers generate revenue.
According to projections from Cavell, shared in a recent webinar with Akixi on 12th September 2024, the user base for Microsoft Teams is expected to reach 350 million by the year’s end, bringing opportunities and challenges in a competitive market environment.
Exploring New Market Opportunities
The adaptable integration of Microsoft Teams for calling and collaboration solutions positions it at the forefront of enterprise communication.
Currently, almost half of the 467 million global business telephony users are now prospective customers for Teams voice solutions, with 100 million users being potential deployment targets for direct routing or operator connect. Additionally, significant growth opportunities are emerging in less penetrated regions like Africa and Latin America, where Teams phone mobile solutions are poised to gain substantial ground.
Challenges for Service Providers
Falling Revenues
A concerning 40% of service providers have noticed a dip in average revenue per user (ARPU), underlining the urgent need for a strategic shift.
Adapting to External Platforms
Moving from in-house UC solutions to external platforms like Microsoft Teams requires a deep reassessment of business models and service offerings.
The Crucial Role of Value-Added Services
Amid these industry changes, improving service offerings with value-added services is crucial. These services help differentiate and provide opportunities for potentially higher profit margins.
Introducing Basic and Enhanced Services
Basic Services
Begin with revenue-generating integrations like direct routing and operator connect, which can be set up in 1–2 months with help from accelerator partners.
Enhanced Services
Service providers can then introduce valuable add-on features like calling analytics and CRM integrations. These essential tools come with considerable value and can be deployed relatively quickly.
More complex offerings, including informal contact centres, call recording, and transcription services, might take longer to implement but greatly improve the service mix and suitability for a wider range of customer requirements.
Timelines for Rolling Out Services
Quick Implementation Services
Basic analytics and management features can be quickly implemented, providing immediate improvements in operational insights.
Detailed Service Integration
Extensive integrations, needed for advanced CRM systems or comprehensive contact centres, will generally require more thorough planning and a more extended rollout period.
Addressing Specific Industry Needs
Each industry presents unique challenges and opportunities. In sectors like finance and healthcare where communication confidentiality is crucial, providers must offer tailored solutions such as secure call recording and specialised analytics.
Strategic Planning: Working with Expert Partners
To succeed in this developing environment, an in-depth understanding of market trends and a thoughtful approach to implementation are vital. Partnering with industry experts like Cavell for market insights and Akixi for hands-on deployment support equips providers with the resources needed to manage these changes effectively.
Resources for Implementation
Support from Akixi
Provides strong backing during planning, helps develop proofs of concept, and gives detailed support throughout the service implementation phase. Akixi offers a lot of free onboarding, training and support to partners (and end users), so this is well worth checking out.
Insights from Cavell
Ongoing research and thorough market analysis lay the groundwork for strategic planning and successful service rollout. I recommend speaking with Cavell’s analysts for the latest transformative insights. You might also want to sign up to their member portal for access to many pieces of free and paid research.
Final thoughts
As Microsoft Teams expands its role as a key player in the telecommunications market, service providers may need to adapt and innovate to stay competitive. Focusing on strategic, value-added services such as call analytics, CRM integration, and tailored advanced communication solutions for different vertical markets is becoming increasingly important.
By aligning these services with expert advice and understanding the unique requirements of various sectors, providers can skilfully handle the complexities of a rapidly changing market, ensuring sustained success.
Akixi and Cavell are great partners for the service provider community. Then, when it comes to marketing, you also need an experienced team on hand to support campaign planning and execution. That’s where Fractional Teams comes in.
With our deep industry expertise and innovative marketing techniques, you can start generating awareness and demand quickly and sustainably in a crowded market.
Get in touch to learn more.
*all data and insights included in this article were presented during the Cavell/Akixi joint webinar on 12th September 2024
