When choosing a new phone system, UK businesses often narrow their options to solutions like Avaya and Microsoft Teams. Both offer extensive communication capabilities, but they cater to different needs and business setups. This comparison breaks down the key features, costs, and other considerations for Avaya vs Microsoft Teams, helping you decide which is the better fit for your business.
Avaya vs Microsoft Teams
| Feature | Avaya | Microsoft Teams |
|---|---|---|
| Primary function | Advanced telephony and unified communications (UC) | Collaboration and communication tool with VoIP capabilities |
| Ideal for | Businesses needing advanced telephony and contact centre features | Companies focused on collaboration and already using Microsoft 365 |
| VoIP and UC integration | Extensive VoIP and UC tools; includes voice, video, messaging, and call centre solutions | Basic VoIP for Teams users, with additional features available in the E5 plan |
| Call management | Advanced call routing, call forwarding, voicemail-to-email, auto attendants | Basic call handling; PSTN calling available with Phone System add-on |
| Contact centre capabilities | Comprehensive, including call recording, analytics, and CRM integration | Limited; better suited for collaboration and internal communication |
| Video conferencing | Avaya Spaces provides video conferencing with team messaging and screen sharing | Supports up to 1,000 participants, with breakout rooms and webinar options |
| Customisation | Highly customisable for complex requirements | Limited customisation; integrates with Microsoft 365 and some third-party apps |
| Scalability | Suitable for both small and large enterprises, with cloud and on-premises options | Primarily cloud-based; easily scalable for hybrid and remote teams |
| Third-party integrations | Extensive, including CRM and ERP systems | Strong integrations with Microsoft 365 and some third-party tools |
| Cloud and on-premises options | Offers both cloud (Avaya Cloud Office) and on-premises solutions | Cloud-only; relies on internet connection |
| Hardware requirements | Requires Avaya hardware (IP phones, PBX), which adds to upfront costs | No specific hardware needed; compatible with most devices |
| Pricing | Starts at around £15 per user/month for cloud; hardware adds to on-premises setup costs | £9.40 per user/month (Business Standard); £30.80 per user/month (E5 Plan) |
| Training and support | Training available; 24/7 support and authorised local partners | Extensive online resources, with premium support for E5 plan users |
| Ease of use | Can be complex to set up; suited to telecoms users | Easy to navigate, especially for those familiar with Microsoft 365 |
| Reliability | Strong uptime, particularly with on-premises setups | Cloud-based, relies on internet stability |
| Pros | Advanced UC and call centre features, customisation, robust infrastructure | Cost-effective for Office 365 users, easy to use, excellent collaboration tools |
| Cons | Higher initial costs, requires training for optimal use | Limited telephony functions, requires reliable internet connection |
| Best for | Enterprises needing dedicated telephony with advanced call features | Small to mid-sized businesses focusing on collaboration over telephony |
Overview of Avaya vs Microsoft Teams
Avaya is a well-established telecommunications provider with a strong reputation in business phone systems. It delivers unified communications (UC) solutions that are particularly suited to enterprises seeking advanced VoIP features, call centre capabilities, and scalability across various sectors.
Microsoft Teams, part of the Office 365 suite, is primarily known as a collaboration and productivity tool, widely adopted across businesses of all sizes. In recent years, its phone system features have grown significantly, offering VoIP, video conferencing, and extensive integrations with other Microsoft apps.
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Key features – Avaya vs Microsoft Teams
Avaya
- VoIP and UC integration: Avaya’s VoIP systems come with extensive UC tools, integrating voice, video, messaging, and more.
- Advanced call management: Businesses benefit from features like call forwarding, call routing, voicemail-to-email, and customisable auto attendants.
- Contact centre solutions: Avaya provides powerful tools for customer service departments, with call recording, analytics, CRM integration, and AI-driven call routing.
- Video conferencing: Avaya Spaces, their video conferencing platform, supports virtual meetings with screen sharing, team messaging, and collaborative workspace features.
- Customisation and scalability: Avaya systems can be tailored to fit specific requirements, from small offices to large, multi-site enterprises.
Microsoft Teams
- Integration with Microsoft 365: Teams is deeply integrated with Microsoft Office, enabling document sharing, real-time collaboration, and streamlined workflows within familiar Office apps.
- VoIP and PSTN calling: Teams allows VoIP calls within its network and, with the Phone System add-on, supports PSTN calling to traditional phone lines, making it a versatile solution for businesses seeking simplicity.
- Collaboration tools: Teams is designed with collaboration at its core, offering chat, video meetings, and file sharing for seamless communication across teams.
- Video conferencing: Microsoft Teams supports video calls and webinars, allowing up to 1,000 participants with additional breakout room features.
- Third-party integrations: In addition to Microsoft apps, Teams integrates with various third-party tools, extending functionality across different software and platforms.
Costs comparison
Avaya pricing
- Avaya Cloud Office: Avaya’s cloud-based system offers tiered pricing based on user needs, with packages generally starting at around £15 per user per month, though advanced features can drive the cost higher.
- Hardware: Avaya’s systems often require proprietary hardware, such as IP phones and PBX systems, which could increase setup costs. Prices vary widely depending on requirements.
- On-premises vs. cloud: Avaya offers both on-premises and cloud solutions, and costs will depend on the infrastructure setup. On-premises systems typically have higher initial costs but may save on monthly subscription fees in the long term.
Microsoft Teams pricing
- Microsoft 365 Business Standard: For Teams’ basic collaboration tools, this plan costs around £9.40 per user per month.
- Microsoft 365 E5 (including Phone System): To access Teams’ full phone capabilities with PSTN calling, the E5 plan is required, priced at approximately £30.80 per user per month.
- Add-ons: If businesses need additional calling credits or advanced features, add-ons are available, increasing monthly costs.
While Microsoft Teams appears more affordable for basic use, the price difference becomes less significant for businesses needing extensive calling features.
Ease of use
Avaya: Avaya’s interface can initially seem complex due to its robust functionality, especially for users without prior telecoms experience. However, its systems are generally straightforward once set up and provide customisation that adapts to business needs. Avaya offers training and support services to help teams get the most out of its platform.
Microsoft Teams: Teams’ interface is designed with accessibility in mind and benefits from being part of the widely used Office 365 suite. Users familiar with Office products will find it easy to navigate. Teams is ideal for a collaborative environment, but those looking solely for a phone system may find it less streamlined.
Reliability and customer support
Avaya: Avaya is known for its robust service, particularly with on-premises systems, which can maintain excellent uptime. It offers 24/7 support options and specialised support for enterprise clients. Avaya also has a wide network of authorised partners for local support.
Microsoft Teams: As a cloud-based service, Teams relies heavily on an internet connection. Microsoft provides extensive online resources, a dedicated support team for premium plans, and 24/7 support for critical issues on higher-tier subscriptions.
Pros and cons
Avaya
Pros:
- Comprehensive UC features, ideal for customer service-focused businesses
- Customisable for complex telephony needs
- Strong scalability with on-premises and cloud options
Cons:
- Higher upfront costs, especially with hardware requirements
- Requires training for optimal use in smaller teams
Microsoft Teams
Pros:
- Seamless integration with Microsoft 365 apps
- Cost-effective, especially for Office 365 users
- Easy to use and accessible for remote and hybrid teams
Cons:
- Limited to cloud; relies on internet stability
- Less suited to organisations with heavy telephony requirements
Who should choose Avaya?
Avaya is an ideal choice for businesses with a strong need for custom telephony solutions, such as call centres and customer support departments.
The robust call-handling features, integration options, and scalable infrastructure make Avaya suitable for enterprises or businesses requiring advanced functionality.
Who should choose Microsoft Teams?
Microsoft Teams is best for companies prioritising collaboration over traditional telephony, especially those already using Office 365.
It is a versatile, user-friendly platform for remote and hybrid teams, making it an excellent option for small to mid-sized businesses looking for an integrated solution for calls, video meetings, and productivity tools.
Final verdict – Avaya vs Microsoft Teams
Both Avaya and Microsoft Teams offer unique advantages, catering to different business needs.
Avaya provides a powerful telephony solution for organisations needing dedicated phone systems with advanced call-handling capabilities.
Meanwhile, Microsoft Teams excels as a cost-effective, collaborative platform with integrated calling features.
Your choice should ultimately reflect your business’s focus: opt for Avaya if you need a feature-rich phone system, or choose Microsoft Teams if seamless collaboration across departments is your primary goal.
FAQ – Avaya vs Microsoft Teams comparison
Microsoft Teams is better for collaboration, as it’s designed around team chat, file sharing, and video meetings. It integrates seamlessly with Microsoft 365 apps, making it ideal for productivity-focused environments where easy collaboration and shared document access are essential.
Yes, Avaya offers higher customisability, especially in telephony and contact centre solutions. Businesses can tailor call handling, routing, and advanced telephony features to suit specific needs. Microsoft Teams is less customisable but offers basic flexibility within its collaboration and communication framework.
Yes, both support video conferencing, but with different focuses. Avaya Spaces offers video with collaboration features tailored for professional meetings, while Teams supports up to 1,000 participants and includes webinar features, ideal for larger, interactive sessions and collaborative meetings.
Microsoft Teams is generally more affordable for basic collaboration needs, especially for businesses using Microsoft 365. Avaya’s pricing varies widely depending on features and hardware, often costing more upfront, particularly for on-premises setups and custom telephony systems.
Yes, both can handle PSTN calls. Avaya offers advanced call handling options within its system, while Microsoft Teams requires the Phone System add-on to enable PSTN functionality, available only on certain subscription plans, like Microsoft 365 E5.
Microsoft Teams integrates seamlessly with Microsoft 365 and other popular apps, perfect for Office-based environments. Avaya also supports strong integrations, especially for CRM and ERP systems, making it ideal for customer service-heavy industries needing specific business tool compatibility.
Microsoft Teams is generally easier to use, especially for Office 365 users. It has a user-friendly interface for team collaboration. Avaya’s advanced telephony features can be more complex, often requiring training for optimal setup and usage, especially in large or custom configurations.
Microsoft Teams is often preferred for remote or hybrid work, with a cloud-only setup that allows easy access from anywhere. Its collaborative tools and video calling features make it ideal for distributed teams. Avaya can also support remote setups but may require additional setup steps.
Yes, Avaya often requires specific hardware, like IP phones and PBX systems, particularly for on-premises solutions. This adds to the initial cost. Microsoft Teams, in contrast, works on most devices without specialised hardware, making it more flexible and cost-effective in that regard.
Avaya is generally better for customer service departments, offering advanced call centre features like call routing, CRM integration, and analytics. Microsoft Teams lacks these advanced telephony features, making Avaya the preferred choice for businesses needing comprehensive customer interaction management.