Embrace Modern Voice Solutions Integrated with Microsoft Teams

Say Goodbye to Legacy Phone Systems

Simplify communications, cut costs, and unlock advanced features with Otto IT’s future-ready voice and contact centre solutions.

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Why Make The Switch?

Legacy platforms like Mitel or high-cost UCaaS providers such as RingCentral are holding businesses back. Common pain points include:

Rising maintenance costs and ageing hardware, complex dial plans and fragmented versions across sites, limited integration with Microsoft 365 and collaboration tools, premium pricing models that spiral as you scale, poor support for hybrid work and modern CX features. If this sounds familiar, it’s time for a smarter alternative.

Features That Matter

Microsoft Teams Integration

Keep Microsoft Teams at the centre of your collaboration, because that’s where your people already work every day. Our solutions don’t just “connect” voice to Teams; they make it feel native, so your team can call, chat, and collaborate without switching between apps or losing context.

With Otto IT, you get:

  • Presence sync between systems, always know who’s available, even if they’re on a UCaaS call.
  • Click-to-call from Teams and Outlook, no more searching for numbers; just one click and you’re connected.
  • CRM and ticketing integrations, customer data at your fingertips during calls.
  • Embedded call controls within Teams, manage calls without leaving the app you already know.
  • Direct Routing and Operator Connect support, flexible PSTN connectivity with compliance and security built in.

AI & Analytics

Capture valuable insights from every customer interaction with AI-powered analytics. Our phone systems automatically transcribe calls, track sentiment in real time, and generate intelligent summaries, delivering enterprise-grade communication intelligence without the enterprise price tag. All while keeping your data within Australian borders.

  • 24/7 intelligent call handling: AI receptionist manages routine calls, after-hours enquiries, and peak periods so you never miss an opportunity
  • Automatic call transcription & summaries: Understand every customer conversation in seconds instead of hours of manual review
  • Real-time sentiment analysis: Flag frustrated customers and identify service trends from 100% of your calls, not just complaints
  • Multilingual support with zero configuration: Serve customers in their preferred language seamlessly

Contact Centre & CX

Deliver exceptional customer experiences with a contact centre that’s built for the modern world. Otto IT brings all your channels together, voice, chat, SMS, email, even WhatsApp, into one unified platform, so your team can manage conversations without juggling multiple tools.

  • Omni-channel engagement, voice, chat, SMS, email, and WhatsApp all in one interface.
  • Skills-based routing and VIP prioritisation, ensure customers reach the right person quickly.
  • Supervisor tools, live wallboards, whisper/barge-in, and real-time reporting for complete visibility and control.

Core Telephony & Call Handling

Your business calling should be simple, reliable, and professional, and that’s exactly what Otto IT delivers. From auto-attendants and multi-level IVR menus to advanced call queues, we make sure every call is routed efficiently.

  • Auto-attendants and IVR, professional call routing for a polished customer experience.
  • Advanced call queues, manage high volumes with skills-based and priority routing.
  • Call recording and voicemail transcription, stay compliant and informed without manual effort.
  • Call flip between devices, move calls seamlessly from desktop to mobile.
  • SIP-based telephony, local and international numbers without the complexity of legacy systems.

Our Migration Approach

Switching doesn’t have to be painful. At Otto IT, we’ve developed a proven methodology that takes the stress out of moving from legacy systems. It starts with Assess – we take the time to understand your current environment, your challenges, and what success looks like for you. From there, we move into Design, crafting a solution that fits your business rather than forcing you into a one-size-fits-all model.

 

Next comes Prepare. This is where we plan for coexistence, number porting, and all the behind-the-scenes details that make the transition smooth. Then, when everything is ready, we move to Cutover – a seamless switch with minimal disruption to your team and customers. And we don’t stop there. With Optimise, we provide ongoing support and fine-tuning to ensure your new platform continues to deliver maximum value.
Otto IT offers two clear options, that can be tailored to your business model.

Option 1: Teams-Only Phone System

  • Native Microsoft Teams Phone for reliable business calling
  • Perfect for organisations with simple call flows
  • Leverages your existing Microsoft 365 investment

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Option 2: Advanced UCaaS & Contact Centre Integrated with Teams

  • Rich voice and omni-channel customer engagement
  • AI-powered routing, analytics, and reporting
  • Ideal for businesses with complex call handling or formal contact centres

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Why Choose Otto IT?

There are plenty of reasons businesses trust Otto IT for their voice and contact centre transformation. First, Lower Costs – we help you reduce telephony spend and eliminate duplicate tools, so you’re only paying for what you actually use. Then there’s Simplified Operations. With centralised administration and automatic updates, managing your communications becomes easier and far less time-consuming.

 

But it’s not just about cost and simplicity. We deliver Better Customer Experience through smarter call routing, faster resolutions, and AI-driven insights that empower your team. And finally, we make sure you’re Future-Proof. Our solutions are cloud-native and aligned with Microsoft’s roadmap, so you’re ready for whatever comes next.

 

VoIP Migration FAQs

What is Microsoft Teams Phone and how does it work?

Microsoft Teams Phone is a cloud-based telephony solution that lets you make and receive calls directly within the Teams app on desktop or mobile. It connects to the PSTN (Public Switched Telephone Network) using Direct Routing or Operator Connect, so you can replace traditional desk phones and PBX systems with a modern, integrated calling experience.

Can I keep my existing phone numbers when migrating?

Yes. Otto IT handles number porting as part of the migration process. Your business can keep all existing numbers, including geographic and toll-free numbers, so there’s no disruption for customers.

How long does a migration from a legacy PBX or UCaaS platform take?

It depends on complexity, but most migrations are completed in 4–8 weeks. We plan for coexistence and phased cutover to minimise downtime. Larger multi-site deployments may take longer, but we’ll provide a clear timeline upfront.

Do I need new hardware for Microsoft Teams calling?

Not necessarily. Teams works on existing desktops, laptops, and mobile devices. If you want desk phones or meeting room devices, we recommend Teams-certified hardware, but it’s optional.

How does Otto IT ensure a smooth migration?

We follow a proven five-step process: Assess, Design, Prepare, Cutover, Optimise. This includes number porting, coexistence planning, training, and ongoing support to make the transition seamless.

Will this reduce my telephony costs?

Most organisations see a 20–40% reduction in total telephony and contact centre spend by eliminating legacy hardware, duplicate tools, and unpredictable UCaaS pricing.

Is Microsoft Teams Phone secure and compliant?

Yes. Teams Phone leverages Microsoft’s enterprise-grade security and compliance framework, including encryption, multi-factor authentication, and data residency options.

Can I integrate my CRM or ticketing system with the new solution?

Yes. Both Teams Phone and advanced UCaaS platforms support integrations with popular CRM and service desk tools, so agents have customer data at their fingertips during calls.

Stories from the Other Side of the Transition

Don’t Just Take Our Word for It

Half Dome Case Study - Managed IT Support

"Partnering with Otto IT has been a transformative experience for us"

Jamie Williams - Half Dome
Daviesway Case Study - Managed IT Support

"Their expertise has given us a more flexible and scalable IT setup"

Nikk Taylor - Daviesway
Johnson Partners Case Study - Managed IT Support

"Otto is impressive with their detailed approach from the get-go."

Paul Connolly - Johnson Partners
Merri Outreach Services - Managed IT Support

"Partnering with Otto has revolutionised Merri Outreach IT Support Service's operations."

Mark Goodie - Merri Outreach Support Service
Heathcote Health - Managed IT Support

"Partnering with Otto IT has transformed Heathcote Health by seamlessly integrating more than 50 new devices into our infrastructure"

Dan Douglass - Heathcote Health
Network Pacific - Managed IT Support

"Partnering with Otto IT has revolutionised our device management and security."

Stephen Briffa - Network Pacific
Horizon Health - Managed IT Support

"The Otto team is fast, reliable and easy to work with. They’ve taken a huge load off our plate."

Emily Dawson – Horizon Community Services
NMPS Case Study - Managed IT Support

"Otto IT has greatly enhanced our operational efficiency with their expert support. Their integration of IoT sensors has optimised our manufacturing processes."

Evan Tsioukis - NMPS
VAEAI - Managed IT Support

"Collaborating with Otto IT has been transformative for VAEAI by enhancing our organisational security, streamlining staff onboarding, and aligning our IT framework with business objectives, ultimately boosting productivity and fostering an engaged work environment."

Anjee Lee - VAEAI