Optimizing Microsoft Teams with Top Answering Services: A Complete Guide

Microsoft Teams enhances communication by integrating chat, video meetings, file storage, and collaboration tools. Adding an answering service further improves productivity and customer engagement by handling routine inquiries efficiently.

Features like Intelligent Recap summarize meetings and organize key points, saving time. The Queues app streamlines call management, while Teams Phone ensures reliable communication with 99.999% uptime.

With automated answering services managing routine tasks, teams can focus on more critical interactions, improving efficiency and customer satisfaction.

Key Factors to Consider When Choosing an Answering Service for Microsoft Teams

Microsoft Teams Integration

Choose services that integrate smoothly with Teams, allowing seamless collaboration. Modern solutions use Teams’ AI to suggest contacts, speeding up issue resolution by connecting reps with the right departments.

Pricing Models and Cost-Effectiveness

Outsourcing answering services is more affordable than in-house support. Compare pricing—some start at $49/month for 100 calls, offering flexibility while ensuring professional customer service.

Advanced Features

Prioritize automation, intelligent call routing, and live receptionists for complex issues. Top solutions automate up to 80% of interactions, significantly reducing support costs.

24/7 Availability and Language Support

Round-the-clock service prevents missed opportunities. Multilingual support is essential for global businesses, ensuring quality service across diverse markets.

Industry-Specific Solutions

Opt for services tailored to your industry, with trained agents or AI familiar with relevant terminology and compliance requirements for more accurate responses.

Top 9 Answering Services Compatible with Microsoft Teams

Smith.ai

History

Smith.ai launched in 2015 in Palo Alto as a virtual receptionist service for small businesses. Founded by Aaron Lee and Justin Maxwell, the company has grown from a small startup to serving thousands of businesses across numerous industries. Their focus has always been on combining human expertise with AI technology to deliver exceptional customer experiences.

Pricing

• Starting Price: $240/month for 30 calls ($8 per additional call)
• Custom Enterprise Plans: Available for higher call volumes
• Billing Options: Quarterly and annual plans with up to 15% discounts
• Included Features: Live call transfers, lead intake forms, and appointment scheduling
• Enterprise Benefits: Dedicated account managers and custom reporting

Key Features

• Complete Teams integration with direct call transfers and message syncing
• 24/7 live answering with AI-assisted human receptionists
• Bilingual (English/Spanish) service with native speakers
• CRM integration with 30+ platforms, including Salesforce, HubSpot, and Clio
• Custom call handling based on your business needs
• Spam call blocking that eliminates up to 20% of nuisance calls
• Outbound calling capabilities for lead qualification and follow-ups
• Real-time call notifications with transcripts and summaries
• Custom intake forms for gathering specific information

Benefits

Smith.ai's hybrid approach combines personalized human interactions with AI efficiency—perfect for small to mid-sized businesses that need professional call handling without the cost of in-house staff. Their receptionists undergo a rigorous 30-day training program, with ongoing quality assurance monitoring that maintains a 97% client satisfaction rate. Clients report saving an average of 10 hours weekly and seeing a 30% increase in qualified leads through Smith.ai's services.

Customer Success Stories

A legal firm using Smith.ai increased client intake by 40% while reducing overhead costs by $35,000 annually. A healthcare provider reported 98% patient satisfaction after implementing Smith.ai's appointment scheduling service.

Goodcall

History

Founded in 2020 in San Francisco by Bob Summers and Ashutosh Prasad, Goodcall emerged as an AI-focused virtual receptionist for digital businesses. The company secured $4 million in seed funding led by Craft Ventures, allowing rapid development of their AI technology. Goodcall was built specifically for the post-pandemic business environment where remote work and digital communication became essential.

Pricing Plan

The pricing plan for GoodCall is as follows:

• Free Tier: Handles up to 500 minutes monthly, ideal for startups and solopreneurs
• Paid Plans: Start at $19/month for 1,000 minutes with additional features
• Business Tier ($49/month): Includes custom greetings and multiple phone numbers
• Premium Tier ($99/month): Adds advanced analytics and priority support
• Enterprise Plans: Available for high-volume users with dedicated account managers

Key Features

• Direct Teams integration for seamless call management
• AI-powered voice assistant that understands context and maintains natural conversation flow
• Automated appointment scheduling with calendar syncing across Google, Outlook, and Apple
• Custom scripts based on business needs with industry-specific templates
• Real-time call analytics with conversion tracking and caller insights
• Voicemail transcription with sentiment analysis
• Intelligent routing based on caller history and intent
• Multi-location support with geographic-specific answering protocols
• Web widget integration for website visitors to call directly

Benefits

Goodcall's AI-first approach suits tech-savvy businesses seeking automation without sacrificing quality interactions. It excels at handling high call volumes and routine inquiries, freeing your team for complex tasks. Users report up to 35% improvement in call handling efficiency and significant cost savings compared to traditional receptionist services. The system continuously improves its understanding of your business through machine learning, becoming more effective over time.

Customer Success Stories

A real estate agency using Goodcall increased lead capture by 45% while reducing missed calls to near zero. An e-commerce business implemented Goodcall during seasonal peaks and successfully managed a 300% increase in call volume without adding staff.

AnswerConnect

History

Established in 2002 in Portland, Oregon by Natalie Fung, AnswerConnect brings two decades of experience to virtual reception. The company began as a traditional answering service but evolved into a comprehensive communications platform. Now operating globally with offices in the US, UK, and Australia, AnswerConnect employs over 1,000 remote receptionists, maintaining a 100% remote workforce since 2007—long before it became common practice

Pricing

• Starting Price: $249/month for 100 minutes with 24/7 coverage
• Microsoft Teams Integration: Included in all plans at no extra cost
• Pro Plan ($349/month for 200 minutes): Includes customer portals and advanced call screening
• Executive Plan ($499/month for 400 minutes): Features dedicated receptionist teams
• Volume-Based Discounts: Available for businesses with high call loads
• Industry-Specific Packages: Designed for legal, medical, and professional services sectors

Key Features

• Comprehensive Teams integration with call forwarding and messaging that syncs with your existing workflows
• 24/7/365 live answering by US-based receptionists with extensive training on your business
• Multi-channel support across phone, chat, SMS, and social media messaging
• Custom call scripts and business rules with dynamic updating capabilities
• Detailed reporting and analytics through an intuitive dashboard
• HIPAA and SOC 2 compliance for sensitive industries
• Bilingual support in 12 languages through native speakers
• Dedicated account managers for service optimization
• API access for custom integrations with proprietary systems
• Industry-specific knowledge bases for common caller questions

Benefits

AnswerConnect's industry experience translates to exceptional service quality. Their US-based team provides cultural familiarity for North American businesses, with robust Teams integration ensuring seamless communication. The company's commitment to sustainability includes a carbon-neutral operation and tree-planting initiatives (over 1 million trees planted through their environmental program). Clients report an average 27% increase in customer satisfaction scores after implementing AnswerConnect.

Customer Success Stories

A healthcare provider using AnswerConnect improved patient scheduling efficiency by 40% while maintaining HIPAA compliance. A law firm implemented their legal-specific answering package and saw client retention increase by 35% through improved responsiveness.

Moneypenny

History

Founded in 2000 in Wrexham, UK by brother and sister team Ed Reeves and Rachel Clacher, Moneypenny has grown globally to serve businesses of all sizes, including many Fortune 500 companies. What began as a small answering service has expanded to a global operation with 1,000+ employees across the UK and US. In 2018, they acquired VoiceNation and Ninja Number to strengthen their US presence. The company is known for its award-winning workplace culture, including a purpose-built headquarters with treehouse meeting rooms and a pub.

Pricing

• Starting Price: $295/month for the basic package
• Custom Pricing: Based on call volume and specific business needs
• Tailored Reception Package ($495/month): Includes a dedicated receptionist team
• Enterprise Solutions: Offer multi-location support with unified communications
• Sector-Specific Packages: Designed for legal, real estate, and financial services with compliance features and specialized training
• Flexible Scaling: Available during seasonal peaks to accommodate changing demand

Key Features

• Advanced Teams integration with presence awareness and call routing based on availability
• Dedicated personal assistants who become extensions of your team
• Sophisticated call handling with industry-specific training and ongoing quality monitoring
• Switchboard services for larger organizations with complex departmental structures
• AI-powered digital receptionist for after-hours support with seamless handoff to live agents
• Bespoke mobile app for real-time management of calls and messages
• Outbound calling services for appointment confirmation and customer follow-up
• Live chat support integrated with your website and Teams environment
• VIP caller recognition with personalized greeting protocols
• Crisis management and business continuity solutions

Benefits

Moneypenny stands out by assigning dedicated receptionists who truly know your business. Callers often can't tell they're speaking with an external service rather than your in-house team. Their powerful combination of human expertise and technological innovation delivers exceptional call experiences, with clients reporting 99.7% caller satisfaction. The company's focus on receptionist well-being results in low turnover (under 5% annually), ensuring consistent service quality and institutional knowledge about your business.

Customer Success Stories

A multinational professional services firm implemented Moneypenny's enterprise solution across 12 locations, improving call response rates by 98% and client satisfaction by 25%. A healthcare network, using its specialized medical answering service, reduced appointment no-shows by 35% through effective communication and reminders.

Davinci Virtual

History

Established in 2006 in Salt Lake City by Bill Grodnik, Davinci Virtual expanded from virtual office solutions to comprehensive answering services. The company pioneered the concept of integrated virtual business services, combining physical address services, meeting spaces, and receptionist support. They now serve over 50,000 clients globally, with a particularly strong presence in the professional services, consulting, and technology sectors.

Pricing

• Starting Price: $129/month for 50 minutes
• Teams Integration: Available for an additional $50 on any plan
• Enterprise Solutions: Custom pricing for large-scale operations
• Professional Package ($249/month): Includes dedicated receptionists
• Premium Package ($399/month): Adds CRM integration and custom business intelligence
• Monthly Rollover Minutes: Ensures unused minutes carry over
• 15-Second Billing Increments: More cost-effective than the industry-standard 30-second increments
• Discounts: Significant savings for quarterly and annual commitments

Key Features

• Teams call routing and message delivery with custom workflows
• Live receptionists during business hours with after-hours options available
• Custom greeting and scripting options tailored to your brand voice
• Appointment scheduling and lead intake with qualification criteria
• Call screening and prioritization based on caller profiles
• Virtual office addresses and mail-handling services
• Meeting room access at 5,000+ global locations
• Outbound calling campaigns for marketing support
• Advanced call analytics with conversion tracking
• Industry-specific knowledge bases and training

Benefits

Davinci Virtual offers a complete business solution beyond answering services, ideal for businesses also needing virtual office capabilities, with Teams integration keeping communication centralized. Their comprehensive approach helps businesses maintain professional images without physical office overhead. The service particularly benefits mobile professionals, startups seeking enterprise-level presence, and established businesses expanding into new markets without additional facilities.

Customer Success Stories

A consulting firm using Davinci's virtual office and receptionist services reported 40% growth in new client acquisition through improved professional presence. A tech startup leveraged its answering service to manage investor and customer calls during a product launch, successfully handling a 500% call volume increase during the critical period.

PATLive

History

Established in 1990 in Tallahassee, Florida, by Mike Williams, PATLive brings over three decades of experience to the answering service industry. The company has evolved from a traditional telephone answering service to a technology-forward communications partner. Now, under the leadership of Scott Kendrick, PATLive serves thousands of businesses across multiple industries. Their receptionist team operates from a centralized US facility, ensuring consistent quality control and training.

Pricing

• Starting Price: $279/month for 50 minutes, including Teams integration
• Volume Discounts: Available for higher call loads
• Advanced Plan ($429/month for 100 minutes): Includes appointment scheduling and order processing
• Professional Plan ($699/month for 200 minutes): Adds dedicated receptionists and priority answering
• Transparent Pricing: No hidden fees or setup costs
• Industry-Specific Packages: Designed for legal, healthcare, home services, and e-commerce sectors with custom scripts and compliance training

Key Features

• Direct Teams integration for seamless communication across platforms
• 24/7 live answering by US-based agents with minimal hold times (average 11 seconds)
• Custom call handling scripts for your business with dynamic decision trees
• Order processing and payment collection capabilities (PCI compliant)
• Detailed reporting and analytics with call recording for quality assurance
• Spanish bilingual support from native speakers
• Emergency dispatch protocols for service businesses
• Appointment scheduling with custom availability rules
• Call overflow services during high-volume periods
• Lead qualification with scoring based on your criteria

Benefits

PATLive's extensive experience means highly efficient call handling and professional customer interactions. They can handle complex tasks like payment processing, making them great for e-commerce businesses needing more than message taking. Their proprietary technology platform includes automatic failover systems, ensuring 99.999% uptime reliability. Clients typically see a 30% reduction in operational costs compared to in-house receptionists, with improved call coverage and customer satisfaction.

Customer Success Stories

A home services company using PATLive converted 40% more service calls into booked appointments, resulting in $150,000 in additional annual revenue. An e-commerce retailer implemented their order processing service during holiday seasons, increasing sales capture by 35% during after-hours periods.

Nexa

History

Formerly Answer 1, Nexa was founded in 1982 in Phoenix and rebranded in 2019 to reflect its expanded digital capabilities. Under CEO Jeff Mosler, a former executive at Endurance International and GoDaddy, Nexa has transformed from a traditional answering service to a tech-enabled customer experience company. They serve over 20,000 clients, with a particularly strong presence in the legal, home services, healthcare, and real estate sectors. Their 2021 acquisition of Alert Communications strengthened their legal intake capabilities.

Pricing

• Starting Price: $199/month with custom pricing based on call volume and specific requirements
• Teams Integration: Available on all plans
• Pro Package ($349/month): Includes appointment scheduling and lead intake
• Premium Package ($599/month): Adds dedicated teams and priority answering
• Industry-Specialized Packages: Includes compliance training and sector-specific protocols
• 24/7 Coverage: No additional after-hours fees, unlike many competitors that charge premiums for evening and weekend coverage

Key Features

• Teams integration for call management and messaging across your organization
• 24/7 live answering with specialized industry training (minimum 80 hours before handling calls)
• Appointment scheduling and calendar management across multiple platforms
• Emergency dispatch for service businesses with escalation protocols
• Multilingual support in over 100 languages through native speakers
• HIPAA, TCPA, and ADA-compliant communications
• Custom mobile application for real-time call management
• Web chat integration with your website
• Lead qualification and intake forms customized by the industry
• Detailed analytics with conversion tracking and ROI reporting

Benefits

Nexa excels in industry-specific knowledge, with teams trained in legal, medical, home services, and other specialized fields. This expertise, combined with Teams integration, ensures accurate information regardless of call complexity. Their client portal provides unprecedented transparency into call handling metrics and performance. Clients report an average 20% increase in captured business opportunities and 40% reduction in overhead compared to in-house reception solutions.

Customer Success Stories

A multi-location dental practice implemented Nexa's healthcare answering service and saw appointment bookings increase by 35% while patient satisfaction scores improved by 28%. A legal firm using its specialized legal intake service reported a 50% increase in qualified consultations and an estimated $300,000 in additional annual revenue.

MAP Communications

History

Established in 1991 in Richmond, Virginia, by Mike Peschio, MAP Communications has grown into a leading provider of professional services firms. The company remained family-owned until 2018, when it was acquired by Crest Rock Partners, enabling expanded technology investments. MAP specializes in high-complexity industries requiring significant training and compliance knowledge. All operations remain US-based, with multiple redundant call centers ensuring business continuity during emergencies or natural disasters.

Pricing

• Starting Price: Typically around $239/month for basic service, with custom pricing based on business needs
• Teams Integration: Available as an add-on
• Professional Package: Includes dedicated receptionist teams and priority answering
• Enterprise Solution: Adds account management and custom reporting
• Transparent Pricing: Based on factors like call volume, complexity, and specialized requirements
• Flexible Receptionist Models: Offers both shared and dedicated receptionist options to fit client needs and budgets

Key Features

• Teams integration for call transfer and messaging with priority flagging
• 100% US-based, highly trained agents with industry certification programs
• Industry-specific protocols for legal, medical, and professional services
• Custom call scripts and handling procedures with real-time updating
• Detailed analytics and quality assurance with call recording
• HIPAA, SOC 2, and PCI compliance certifications
• Bilingual support in multiple languages
• Sophisticated call escalation protocols
• Disaster recovery answering with business continuity plans
• White-labeled service that represents your brand seamlessly

Benefits

MAP Communications suits professional services firms like law offices, medical practices, and financial services requiring HIPAA compliance. Their Teams integration enables secure communication while maintaining regulatory standards. The company's focus on quality over quantity—handling fewer calls per agent than industry averages—results in exceptional accuracy and customer experience. Their proprietary training programs include industry-specific terminology, compliance requirements, and common scenarios, ensuring receptionists can handle complex situations competently.

Customer Success Stories

A multi-physician medical practice implemented MAP's HIPAA-compliant answering service and reduced after-hours emergency escalations by 40% through better call screening. A regional law firm using its legal answering service reported capturing 30% more potential clients and improving client satisfaction scores by 45%.

AnswerForce

History

Founded in 2007 in New York by CEO Kalin Kassabov, AnswerForce provides 24/7 answering services for businesses across North America. The company has grown through strategic acquisitions, including VoiceNation's small business division in 2019. AnswerForce maintains operational centers in multiple states, creating redundancy and ensuring business continuity. They specialize in supporting service businesses, professional firms, and e-commerce companies with particular strengths in the home services sector.

Pricing

• Starting Price: $199/month for 100 minutes
• Teams Integration Package: Available for an additional $50/month
• Plus Plan ($299/month): Includes appointment scheduling and CRM integration
• Pro Plan ($499/month): Adds dedicated receptionists and priority answering
• Transparent Pricing: No hidden setup fees, contract requirements, or cancellation penalties
• Billing Protection System: Alerts clients when approaching plan limits to prevent surprise overages

Key Features

• Teams call routing and notification system with custom workflows
• 24/7 live receptionist services with US-based agents
• Web chat integration for website visitors with transcript archiving
• Lead qualification and appointment scheduling across multiple platforms
• Call overflow and after-hours support with customizable protocols
• Spanish bilingual support with cultural competency
• Interactive voice response (IVR) customization
• Mobile app for on-the-go management
• Custom caller ID options for outbound calls
• Real-time monitoring and analytics dashboard

Benefits

AnswerForce offers flexible solutions tailored to businesses of various sizes. Their Team integration creates a unified communication environment that boosts productivity while ensuring every call gets answered. The company's commitment to quality is reflected in its 98% client retention rate—unusual in an industry with typically high churn. Their unique "no long-term contract" approach focuses on earning client loyalty through performance rather than contractual obligations.

Customer Success Stories

A plumbing company using AnswerForce increased after-hours job bookings by 60%, capturing an estimated $180,000 in additional annual revenue. A real estate agency implemented their appointment scheduling service and improved showing coordination efficiency by 40%, allowing agents to focus on client interactions rather than administrative tasks.

Potential Challenges

Complexity in Customer Interactions

The shift to self-service means contact centers now handle more complex issues. AI must be advanced enough to manage nuanced inquiries.

Rising Customer Expectations

Customers expect fast, efficient service for complex requests, pushing companies to ensure AI delivers consistently high-quality interactions.a

Talent and Resource Constraints

AI adoption requires specialized skills, but hiring experts is challenging, limiting the ability to develop and maintain AI systems.

Data Security and Privacy Concerns

Stronger AI means heightened data privacy concerns. Companies must ensure compliance with regulations to maintain customer trust.

Budget and Implementation Costs

AI deployment can be costly, especially if extensive training and IT expertise are needed, creating challenges for budget-limited firms.

Overcoming Obstacles

Start Small and Scale Gradually

Implement AI in specific areas first, proving its value before expanding across the organization.

Prioritize Security and Compliance

Select AI with strong privacy protections and automated compliance monitoring to maintain regulatory standards.

Optimize Resource Allocation

Use AI solutions that require minimal IT resources and are easy to implement, ensuring a strong ROI.

Improve Case Assignment and Team Communication

Leverage intelligent routing to match cases with the right agents, reducing resolution times and improving efficiency.

Focus on Time to Value

Choose AI with quick setup and minimal disruption, accelerating returns on investment while maintaining smooth operations.

By addressing these challenges strategically, businesses can integrate AI effectively while maximizing its benefits.

Future Trends and Evolution

The answering service landscape is rapidly changing, with Microsoft Teams at the forefront of this transformation. Several technological advancements and market trends are reshaping how businesses manage communications and customer interactions.

Technological Advancements

AI is transforming answering services within Microsoft Teams. Microsoft’s AI-driven “copilots” enhance Teams with real-time transcription, intelligent recaps, smart recommendations, task automation, and personalized insights. Future AI will evolve beyond basic chatbots into virtual assistants that understand context and sentiment.

Voice recognition will advance, making AI answering systems nearly indistinguishable from humans. These systems will handle multiple calls efficiently, improving response times and accuracy. AI will increasingly work alongside human agents, enhancing rather than replacing them.

Market Growth and Opportunities

AI-powered answering services will thrive due to complex customer inquiries, high expectations, and labor shortages. Scalability allows businesses to handle peak demand without service disruption, benefiting industries like e-commerce.

Team integration will centralize customer interactions, improving efficiency and providing valuable insights. As AI adoption grows, operational costs will drop while satisfaction rises. Future services will prioritize personalization, using customer data to anticipate needs and enhance experiences.

Conclusion

Integrating an answering service with Microsoft Teams enhances productivity, collaboration, and customer experience. AI-powered automation streamlines routine inquiries, while human expertise ensures complex issues are handled effectively.

To implement this solution, assess your current processes, configure Teams to fit your needs, and adopt a phased approach, starting with basic features before expanding AI capabilities. Track key metrics like response time and customer satisfaction to measure success.

By combining AI efficiency with human interaction, businesses can stay ahead in customer service excellence, creating a more responsive and proactive support system.

FAQs

Does Microsoft Teams have a service?

Yes, Microsoft Teams provides business communication services, including chat, video calls, VoIP, and integrations.

Does Microsoft Teams have a contact center?

Yes, Microsoft Teams integrates with third-party contact center solutions like Anywhere365 and Luware.

How do Teams provide voicemail services?

Microsoft Teams provides voicemail services through Microsoft 365, allowing users to receive, transcribe, and manage voicemails.

How to answer calls on Microsoft Teams?

You can answer calls on Microsoft Teams by clicking the call notification in the app on desktop or mobile.