Now Reading: Which Voice Path is Right
-
01
Which Voice Path is Right
Microsoft vs. Direct Routing: Which Voice Path is Right for You?
When you’re rolling out Dynamics 365 Contact Center, one of the first big questions you’ll face is:
How do we handle voice?
It might sound simple, but voice is still the backbone of customer service. Even with chatbots, AI, and self-service on the rise, people still pick up the phone when things really matter. Whether it is filing an insurance claim, checking on an appointment, or rebooking or canceling a service.
The good news is that Microsoft, through Azure Communication Services, gives you two clear options for getting voice into Dynamics 365:
- Microsoft – Microsoft acts as your carrier.
- Direct Routing (BYOC) – You bring your own carrier and connect through a Session Border Controller.
Both get you to the same place:. Voice integrated into Dynamics 365 Contact Center with AI, real-time agent assist, and customer history right at your agents’ fingertips.
Microsoft – The Easy Button
This option is all about speed and simplicity. Microsoft becomes your carrier, handling inbound toll-free numbers, local numbers, outbound calling, and even SMS.
There’s no need to mess with SIP trunks, negotiate carrier contracts, or manage multiple vendors. It’s a one-stop shop.
Why organizations like it:
- Fast deployment – often live in days, not months.
- One vendor – Microsoft handles billing, support, and routing.
- Great for pilots – launch quickly, test features, and expand later.
Related: The Contact Center Model is Shifting Fast
Direct Routing (BYOC)
Direct Routing is the flexible path. You keep your carrier, set up a Session Border Controller (SBC), and connect it to Azure Communication Services. It’s a little more technical.
Why organizations choose it:
- Leverage existing contracts – keep aggressive carrier rates.
- Compliance-driven routing – enforce data residency or call storage requirements.
- Global operations -to beyond Microsoft’s geographic calling plan coverage.
Related: Rethinking your voice architecture with an SBC
Which One’s Better?
Direct Offer: The “easy button”
Direct Routing: Flexibility, compliance, and global reach.
Here’s the quick cheat sheet:
| Feature | Direct Offer | Direct Routing (BYOC) |
|---|---|---|
| Deployment Speed | Days to weeks | Weeks to months (SBC setup) |
| Vendor Simplicity | One vendor (Microsoft) | Multiple (carrier + SBC + Microsoft) |
| Carrier Flexibility | Limited | Full control |
| Cost | Standard Microsoft pricing | Often lower with existing contracts |
| Global Coverage | Limited | Broad, depending on your carrier |
| Best Fit | Pilots, mid-size orgs, “we need this now” | Enterprises, compliance-heavy industries, global ops |
Choosing between Microsoft Direct Offer and Direct Routing comes down to simplicity vs. flexibility:
- Need something fast and low-maintenance? Hit the Easy Button with Direct Offer.
- Need compliance, control, or global scale? Take the BYOC route with Direct Routing.
- Not sure? Start simple, evolve later.
Either way, the endgame is the same: Dynamics 365 Contact Center + Azure Communication Services = a modern, AI-powered contact center that gives your agents the tools they need and your customers the experience they expect.
The post Which Voice Path is Right appeared first on Pat Petersen.
Original Post https://patpetersen.com/2025/08/19/voice-path/
