Operator Connect vs. Direct Routing: Which Strategy for Service Providers?

Microsoft Teams has become the operating system of the modern workplace, with over 300 million monthly active users. For Service Providers (SPs), this represents the single biggest opportunity in the voice market today.

But how do you connect your voice network to Teams?

The two main paths—Direct Routing and Operator Connect—often cause confusion. Which one offers better margins? Which one is easier to deploy? And most importantly, which one should you include in your portfolio?

This guide breaks down the differences specifically from the Service Provider's perspective.

1. Direct Routing: The Flexible Powerhouse

Direct Routing allows you to connect your own Session Border Controllers (SBCs) to Microsoft Teams via SIP Trunks.

• Pros for SPs:

  • Maximum Flexibility: You can route calls however you like, integrate with legacy PBXs, and support complex analog devices (fax, alarms).
  • Global Reach: If you have a Global SIP Trunk, you can offer service anywhere, regardless of Microsoft's own coverage.
  • Higher Margins: Since you control the infrastructure, you have more room to bundle value-added services.

• Cons:

  • Complexity: It requires PowerShell scripting and SBC configuration. Setup can be slow for the end customer.

2. Operator Connect: The "Easy Button"

Operator Connect is Microsoft's newer program that allows select carriers to integrate directly into the Teams Admin Center.

• Pros for SPs:

  • Seamless UX: Customers can assign numbers to users directly from the Teams portal. No PowerShell required.
  • Visibility: Your brand appears directly inside the Microsoft Admin Center, acting as a lead generation channel.

• Cons:

  • High Barrier to Entry: Becoming an official Operator Connect partner requires strict peering requirements, APIs, and SLAs that are difficult for smaller SPs to meet alone.

The Enreach Solution: Why Choose?

Why limit yourself? The smartest Service Providers offer both, or leverage a White Label partner to bypass the barriers.

Through Enreach, you can access a robust Microsoft Teams Integration portfolio. We handle the complex peering and API integration with Microsoft, allowing you to offer a seamless Teams experience to your customers under your own brand.

Don't have the infrastructure?
Use our Global SIP Trunking network to power your Direct Routing offer today.

Which One Should You Sell?

• Sell Direct Routing if: Your customer has complex needs, existing on-premise hardware, or requires coverage in hard-to-reach countries.
• Sell Operator Connect (via Partner) if: Your customer is an SMB wanting a "click-and-play" experience with zero technical friction.

Conclusion

The battle isn't "Direct Routing vs. Operator Connect." The battle is "Who owns the voice traffic?"

If you don't offer a Teams voice solution, Microsoft (or a competitor) will take that revenue. By partnering with an enabler like Enreach, you can secure your place in the Teams ecosystem without building the heavy infrastructure yourself.

Frequently Asked Questions (FAQs)

Q: Do I need to be a Microsoft Gold Partner to sell voice for Teams?
A: No. As a Service Provider, you provide the carriage (the phone lines). You can partner with Enreach to handle the technical connectivity while you manage the commercial relationship.

Q: Can I migrate a customer from Direct Routing to Operator Connect later?
A: Yes, but it involves porting or re-assigning numbers. It is better to qualify the customer's long-term needs upfront.

Q: Does Direct Routing support contact center features?
A: Yes. In fact, Direct Routing is often preferred for Contact Center integrations because it offers more control over call flows. Check out our CCaaS solutions to see how.

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