Operator Connect vs Direct Routing: The practical guide for enterprise voice decisions

Summary: 

For most enterprises, Operator Connect vs Direct Routing isn’t a battle — it’s a balance. Here’s what each delivers: 

• Operator Connect: Quick to deploy through the Teams Admin Center, with predictable per-user pricing and carrier responsibility for uptime. Ideal for rapid rollouts, multi-region scale, and low operational overhead. 
• Direct Routing: Connects Teams to almost any carrier via SBCs, unlocking advanced routing, compliance features, and legacy integration. Essential for complex environments, strict regulations, and regions Operator Connect doesn’t cover. 
• Hybrid: A hybrid approach balances simplicity with flexibility — Operator Connect where speed matters, Direct Routing where control is critical.

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Operator Connect vs Direct Routing often gets presented as a decision with one right answer. The reality is far more nuanced. Both connect Microsoft Teams to the PSTN, both are certified by Microsoft, and both can scale across global enterprises. What separates them is how they get you there — and why most organizations find they need a mix of the two. 

For most IT leaders, the question isn’t “which one should I choose?” It’s “where does each fit in my strategy?” This guide breaks down Operator Connect vs Direct Routing, what each brings to the table, and why the smartest enterprises often deploy them side by side. 

Microsoft Teams Operator Connect vs Direct Routing comparison 

Microsoft Teams doesn’t connect to the Public Switched Telephone Network (PSTN) on its own – it needs a bridge. That’s where Operator Connect vs Direct Routing comes in.  
 
Microsoft does offer its own Calling Plans, but they’re usually best suited to smaller organizations. Larger enterprises typically weigh three approaches: 

• Operator Connect: Pick a Microsoft-certified carrier in the Teams Admin Center. The carrier connects straight into the Microsoft cloud, so there’s no session border controller (SBC) to deploy or manage. It’s quick to activate and simple to run.
• Direct Routing: Connect Teams to a provider through a certified SBC, hosted or on-premises. It adds another layer, but it unlocks flexibility for advanced routing, compliance, legacy integration, and global coverage.
• Mix and Match: Many enterprises don’t choose just one. They run Operator Connect where speed and simplicity are the priority, and Direct Routing where control or regional coverage is critical. This hybrid approach balances convenience with flexibility and is often the most practical model at scale. 

The key is not just picking a model, but knowing when each one fits best. 

For a full breakdown of everything you need to know about Teams Calling, read the Ultimate Guide to Microsoft Teams Calling from BCM One’s Pure IP. 

What are the benefits of using Operator Connect with Microsoft Teams? 

Operator Connect exists to make external voice in Teams simple. It’s designed for IT leaders who want a fast, native way to enable calling without taking on more infrastructure or operational overhead. The key benefits are: 

• Speed: Provisioning Operator Connect is a quick process. You choose a Microsoft-certified carrier from the Teams Admin Center, assign numbers, and calling is live. For enterprises under pressure to enable Teams Phone quickly — such as during an acquisition or global rollout — Operator Connect removes weeks of work. 
• Simplicity: All management happens inside the Teams Admin Center, the same interface IT teams already use for policies and user settings. There’s no need to switch between portals or retrain admins, which lowers operational friction and reduces human error. 
• Carrier responsibility: Operators in the program must meet Microsoft’s strict performance and support standards. That shifts accountability for uptime, availability, and troubleshooting to the provider, freeing internal teams to focus on strategy instead of firefighting. 
• Scalability: With the right provider, Operator Connect can centralize multi-country deployments under one contract. Enterprises can expand to new regions without piecing together different carriers or integration models. This makes it especially useful for global organizations with dispersed offices. 
• Predictable costs: Operator Connect typically follows a clean per-user billing model. That predictability makes it easier to plan budgets and align costs directly with headcount. 

 
Who Operator Connect is for: Operator Connect is a strong choice for most enterprises adopting Teams Calling. It suits organizations that want a reliable, low-maintenance solution that scales quickly, especially across multiple regions. It delivers the essentials of external calling in a way that’s simple to manage and easy to expand.  
 
In more complex environments, enterprises often complement it with Direct Routing to handle legacy systems, advanced compliance, or markets not covered by Operator Connect providers. 

Which providers support Operator Connect for Microsoft Teams? 

Microsoft holds Operator Connect providers to a strict certification process before they can appear in the Teams Admin Center. That process covers technical integration, service resilience, and support standards to ensure enterprises get a consistent, Microsoft-approved experience.  
 
For IT leaders, certification provides confidence that the service will interoperate seamlessly with Teams and that providers are accountable to Microsoft’s performance requirements. 
 
Find a full list of Operator Connect providers here: Modern Work for Partners – Operator Directory 

BCM One’s Pure IP was one of the original Operator Connect launch partners. That early recognition reflects its long-standing expertise in global voice and its ability to deliver the scale, compliance, and support enterprises expect. Learn more about Pure IP. 

What to look for in an Operator Connect provider 

Choosing the right Operator Connect provider goes beyond checking Microsoft’s partner directory. You need a partner who can deliver consistently, integrate seamlessly, and support your business across regions. Here are the core elements to evaluate. 

• Coverage that matches your footprint 
  The first step is making sure the provider can actually serve the regions where you operate. Their numbering and PSTN coverage should align with your global footprint, not just their strongest markets.
• Enterprise-grade support with clear escalation paths 
  Reliable voice service needs reliable support. Look for 24/7 availability, documented escalation paths, and SLAs that give you confidence issues will be resolved quickly.
• Proven Teams expertise, not just marketing claims 
  Not every telecom with a Teams logo is an expert. Check for Microsoft certifications, verified customer references, and a track record of complex Teams Phone migrations. 

Additional points worth checking 

Even if a provider meets the basics, there are often hidden details that can impact your project timeline, cost, or user experience. These additional checks can make the difference between a smooth rollout and months of frustration. 

• Number porting processes 
  Porting is often where delays happen. Ask how the provider handles porting in each region and whether they take care of the regulatory details or push them back to you.
• Integration with legacy services 
  Most enterprises still have analog lines, fax machines, or on-prem systems in the mix. Confirm the provider can bridge these during migration so you don’t get stuck with gaps.
• Flexibility beyond Operator Connect 
  Operator Connect isn’t always the full answer. Make sure your provider can also deliver Direct Routing or hybrid models if your business needs them.
• Billing and contract model 
  Billing can get complicated quickly with global deployments. Clarify whether costs are per channel, per minute, or per user, and whether they can consolidate charges into a single global bill.
• Mobile and advanced features 
  Modern voice needs often go beyond calling. Check whether the provider can support mobile extensions, SMS, call recording, or compliance features within Teams. 

For a deep dive into Operator Connect, take a look at our comprehensive guide. 

What are the benefits of using Direct Routing for Microsoft Teams? 

Direct Routing is the enterprise-grade option for Teams telephony. It gives you maximum flexibility, control, and reach – especially when your requirements go beyond what Operator Connect can deliver. 

• Freedom of choice 
  You’re not locked into Microsoft’s provider list. Any certified SBC can connect to almost any carrier, which means you can negotiate the best rates and use your existing contracts.
• Legacy compatibility 
  Most enterprises can’t cut the cord overnight. With Direct Routing, PBXs, analog devices, and complex contact center platforms can keep running alongside Teams.
• Advanced control 
  Custom dial plans, call routing rules, failover, and resilience—Direct Routing gives you the control to design a voice environment that fits your business, not just the default settings.
• Compliance assurance 
  Industries that need call recording, lawful intercept, or regional data controls often depend on Direct Routing. It provides the hooks to meet regulatory requirements without compromise.
• Global coverage 
  Direct Routing works where Operator Connect doesn’t. If you need PSTN access in countries outside the standard provider footprint, this is often the only viable path. 

Who Direct Routing is for: Direct Routing suits enterprises with complex voice needs, existing carrier contracts, or strict compliance requirements. It’s also the option for businesses operating in regions where Operator Connect providers don’t reach.  
 
The trade-off is complexity: someone must manage the SBC, whether that’s your internal team or a managed provider. For organizations that value flexibility and control, the benefits outweigh the overhead. 

What to look for in a Direct Routing provider 

Direct Routing gives you control, but the provider you choose determines how much complexity you take on. The right partner makes the difference between a resilient, compliant setup and a constant drain on resources. Key things to look for include: 

• SBC expertise 
  Running SBCs takes skill. Look for providers who can host or fully manage them if you don’t want to run it yourself.
• Compliance capabilities 
  Check that the provider supports features like call recording, lawful intercept, and regional data controls for regulated industries.
• Legacy integration 
  Direct Routing should bridge PBXs, contact centers, and analog devices so you can migrate at your pace.
• Transparent pricing 
  Avoid surprises. Providers should be clear about interconnect charges and ongoing SBC costs.
• Global interconnects 
  Make sure they have resilient connections and redundancy in the regions that matter to your business. 

Why it matters: Your provider defines the service quality, support model, and ability to scale. Picking the right one matters as much as choosing Direct Routing itself. 

Can I switch between Operator Connect and Direct Routing easily? 

Yes. Teams supports both, and many enterprises run them side by side: Operator Connect for speed and simplicity, Direct Routing for the regions and requirements that demand more control. 

But switching isn’t plug-and-play. Numbers must be ported between providers, which triggers regulatory checks in each country. In some markets, that can take weeks. SBC configurations also need to be retuned if you’re moving workloads back into Direct Routing. 

That’s why the safest move is phased migration. Map out which sites or user groups are best served by Operator Connect and which require Direct Routing. Move them in batches. Test along the way. 

The advantage of Microsoft’s model is flexibility. You don’t have to live with one decision forever. Enterprises that treat Teams telephony as modular — able to shift workloads between Operator Connect and Direct Routing as needs change — avoid vendor lock-in and future-proof their strategy. 

Operator Connect vs Direct Routing: Side-by-side comparison 

When IT leaders weigh Operator Connect vs Direct Routing, the differences can blur in theory but become obvious in practice. One is built for speed and simplicity. The other is built for control and flexibility.  
 
The table below breaks down the trade-offs side by side — purpose, setup, management, costs, and more — so you can see exactly where each model fits. 
 

Factor	Operator Connect	Direct Routing
Purpose	Designed to make Teams calling simple, fast, and low-maintenance.	Built for maximum flexibility and control over Teams telephony.
Setup Speed	Provision directly in Teams Admin Center; live in days, ideal for rapid rollouts.	Requires SBC deployment and configuration; slower to stand up.
Management	All handled natively in Teams Admin Center with minimal overhead.	Managed through SBCs, with custom routing and dial plan options.
Carrier Choice	Limited to Microsoft-certified Operator Connect partners.	Any certified SBC with almost any carrier, leveraging existing contracts.
Legacy Integration	Limited; designed for cloud-first environments.	Supports PBXs, contact centers, analog devices, and specialist systems.
Compliance	Meets Microsoft’s standards but limited flexibility for advanced requirements.	Enables lawful intercept, call recording, and data sovereignty controls.
Coverage	Dependent on partner footprint; may not include every region.	Global—works anywhere you can connect an SBC.
Scalability	Easy to expand across regions through a single provider contract.	Scales globally but requires more operational oversight.
Cost Model	Predictable per-user billing; easy to align with headcount.	Varies—carrier contracts plus SBC costs; more complex to model.
Operational Ownership	Carrier is responsible for uptime, availability, and troubleshooting.	Enterprise or managed provider must operate and maintain the SBC.
Best For	Enterprises that want simplicity, speed, and broad coverage with minimal effort.	Enterprises with complex voice, strict compliance, or global reach needs beyond Operator Connect.

The takeaway

Operator Connect vs Direct Routing often gets framed as a showdown. It isn’t. Both connect Microsoft Teams to the PSTN, both are certified by Microsoft, and both scale across global enterprises. The difference is how you get there — and why most organizations end up using both. 

• Use Operator Connect when you want speed and simplicity.
• Use Direct Routing when you need control and flexibility.
• Use both when you’re global with hybrid needs. 

The smart move is designing an architecture that fits your business now and leaves room for change later. That’s how IT leaders make Teams Phone work for them — not the other way around. 

Ready to design your Teams voice strategy? 

Talk to us about Pure IP Enterprise Voice from BCM One — a global solution that combines Operator Connect and Direct Routing expertise under one provider, one contract, and one point of accountability. 

Frequently asked questions