The real differences
Both routes replace Microsoft's own Calling Plans with a carrier — the question is how the carrier connects. Operator Connect is the native integration: we appear inside your Teams admin centre as an approved operator, numbers assign in clicks, and there's nothing to configure beyond choosing us. Direct Routing connects via a session border controller — more moving parts, and in exchange, more control: bespoke routing, compliance recording, contact-centre hooks, PBX coexistence, every numbering type. Cost: both beat Calling Plans on real usage; Direct Routing edges ahead at higher volumes, Operator Connect wins on total simplicity. Support: identical with us — UK humans either way, which is precisely what you don't get from the Microsoft-as-carrier route.
Who should choose which
Choose Operator Connect if you're up to roughly 50 users with standard calling needs, you value week-one simplicity, and your admin resource is 'whoever has time on Friday' — it's carrier economics with almost zero operational surface. Choose Direct Routing if you're multi-site or growing hard, you need recording/reporting/contact-centre capability, you're migrating gradually off an existing PBX, or call spend is big enough that per-minute economics move real money. And if you're currently on Calling Plans: get both alternatives priced against your actual usage — the saving usually pays for the migration in the first quarter. We deploy all three, so the recommendation you get is the right one, not the one we happen to sell.
Teams Phone resources: Teams Phone (pillar) · Operator Connect · Direct Routing · Calling Plans · OC vs DR compared · Teams Phone cost
Frequently asked questions
Can we start on Operator Connect and move to Direct Routing later?
Yes — that's a common growth path. Numbers move between routes; staff notice nothing. Start simple, add control when scale demands it.
Which is faster to deploy?
Operator Connect — often days, since it's native admin-centre configuration. Direct Routing typically runs one to two weeks with SBC setup and testing.
Do both keep our existing numbers?
Yes — full UK number porting on either route, handled by us end to end.