Aircall vs Microsoft Teams: Why high-performance Sales teams need both

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Microsoft Teams has become the operating system of the modern workplace. It’s where internal teams chat, meet, and collaborate every day, and for internal communication, it excels.

But when it comes to external voice conversations, calling prospects, qualifying leads, supporting customers, and closing deals, Microsoft Teams Phone is often “good enough,” not great.

For sales and support teams, good enough is risky. A dropped call, missing CRM log, or poor call quality doesn’t just create friction, it directly impacts revenue.

That’s why this conversation shouldn’t be framed as Microsoft Teams vs. Aircall. The real distinction is internal collaboration vs. external conversations.

Microsoft Teams is built for collaboration. Aircall is built for high-stakes conversations.

The most effective revenue teams don’t choose between them, they use both together.

What is Microsoft Teams Phone? (the "internal" specialist)

Microsoft Teams Phone (formerly known as Cloud Voice or Phone System) is an add-on license that transforms the Teams application into a PBX (Private Branch Exchange) phone system. It allows users to make and receive calls to landlines and mobile phones directly within the Teams interface.

The best use case for Teams Phone

Microsoft Teams Phone is an excellent solution for general knowledge workers and internal staff. These are employees who primarily communicate with colleagues and perhaps make the occasional external call to a vendor or partner. For IT managers, it offers the benefit of consolidation; one app to manage, one bill to pay, and one interface for users to learn.

The pros and cons

The primary advantage is simplicity. You stay in one app, and if you already hold E5 licenses, the cost appears low on paper. For basic dial tone functionality, it works.

However, for high-volume users, the limitations become apparent quickly. Teams Phone lacks deep CRM integration, offers only basic analytics, and doesn't include productivity features like a Power Dialer. Furthermore, external contact management can feel clunky, often requiring users to manually manage disparate contact lists.

It’s important to note that Microsoft Teams Phone wasn’t designed to be a full call centre or revenue-grade sales dialer. Its strength is internal alignment, not outbound efficiency, CRM data capture, or call coaching at scale.

What is Aircall? (the "external" powerhouse)

Aircall is a dedicated Voice over Internet Protocol (VoIP) platform built specifically for sales and support teams. Unlike a standard PBX, Aircall is designed to integrate deeply with business tools to streamline workflows and capture data.

The best use case for Aircall

Aircall is designed for teams that live on the phone. This includes Sales Development Reps (SDRs), Account Executives (AEs), and Customer Support Agents. For these professionals, the phone is their primary revenue-generating tool.

The differentiator: Voice as a revenue data source

The key difference is that Aircall treats every call as structured revenue data, not just audio. Every conversation automatically enriches your CRM, your analytics, and your coaching workflows,without reps doing manual work after each call.

Aircall provides Call Centre Features that high-performance teams rely on, such as:

• Power Dialer: to maximise outbound call volume.

• Smartflow (IVR): to route calls intelligently to the right agent.

• Call Whispering: for real-time coaching during live calls.

• Insight Cards: which display customer context before the agent even answers the phone.

These features aren’t add-ons,they’re essential for teams measured on pipeline, conversion rates, and customer satisfaction.

Microsoft Teams vs. Aircall: Feature comparison

When evaluating Microsoft Teams vs. Aircall, the biggest differences appear once you separate internal calling needs from revenue-critical external conversations. At a glance, here’s how the two platforms compare for real-world sales and support use cases:

Critical differences: Why "good enough" fails in sales and support

While Microsoft Teams is fantastic for internal alignment, relying on it for high-stakes external calls can hinder your growth. Here's why specialised teams need a specialised tool:

CRM Integrations and data logging

For sales and support leaders, if a call isn’t logged in the CRM, it might as well not exist. Forecasting, coaching, and attribution all break down without reliable call data.

Microsoft Teams often relies on a "Click-to-Dial" function that simply passes the number to the dialer. Logging the call usually requires manual data entry.

In contrast, Aircall offers deep, native integration with platforms like Salesforce and HubSpot. When a rep makes a call, Aircall automatically logs:

• The call duration and timestamp.

• A link to the call recording.

• Any tags or disposition codes used.

• Detailed notes taken during the conversation.

This automation saves representatives over an hour of data entry per day, allowing them to focus on selling rather than administration.

Over a year, this automation can return 200+ selling hours per rep, directly impacting pipeline velocity and win rates.

Call quality and reliability

Voice quality is paramount when you are trying to close a deal or de-escalate an angry customer. Microsoft Teams is a bandwidth-heavy application that prioritises video and screen sharing. If bandwidth fluctuates, voice quality can suffer, leading to robotic audio or dropped calls.

This is a common pain point cited by revenue teams who rely on Teams Phone for customer-facing calls, especially in mobile or high-volume outbound environments.

Aircall utilises a dedicated voice carrier network, partnering with top-tier local carriers globally to make sure crystal-clear audio. Many users also find the Teams mobile app heavy and slow to load for quick calls, whereas Aircall’s dedicated mobile app is lightweight and responsive.

Coaching and analytics

You can't improve what you don't measure. Microsoft Teams analytics are generally limited to usage statistics, telling you how many calls were made.

Aircall provides Analytics Features that tell you what happened on those calls. Sales managers can access advanced metrics like Talk-to-listen ratios to make sure reps aren't dominating the conversation. Sentiment analysis can even flag negative interactions, allowing managers to intervene and coach their team effectively.

The "coopetition" solution: integrating Aircall with Microsoft Teams

Here's the good news: You don't have to choose between the two. You can keep your staff in the environment they're already familiar with while giving your sales team the power they need.

Through the Microsoft Teams Integration, Aircall lives directly inside the Teams interface.

How it works

The Aircall dialer is embedded within the Microsoft Teams sidebar. This allows your sales and support reps to make and receive calls using Aircall’s superior voice network without ever leaving the Teams app.

From the rep’s perspective, nothing changes, except performance. Calls feel faster, clearer, and smarter, while all activity is captured automatically in the background.

(Design note: Include a screenshot or short GIF of the Aircall dialer embedded inside Microsoft Teams to visually reinforce the “best of both worlds” experience.)

The best of both worlds

This setup offers a distinct competitive advantage:

1. Centralised hub: Your staff stays in Teams, their preferred hub for collaboration.

2. Power-up features: When they make an external call, they use Aircall’s Power Dialer, CRM logging, and crystal-clear audio.

3. Status sync: This is a favorite feature among users. If an agent is on a call in Aircall, their Microsoft Teams status automatically updates to "Busy." This prevents colleagues from interrupting them during critical sales pitches or support tickets.

Cost comparison: License vs. total cost of ownership

When evaluating Aircall Pricing against Microsoft Teams, it's easy to fall into a common trap.

The trap

On paper, a Microsoft Teams Phone license looks inexpensive, often ranging from $8 to $15 as an add-on. IT managers might see this and assume it is the most cost-effective route.

The reality

To get a true picture, you must calculate the Total Cost of Ownership. With Teams, you often face hidden costs:

• Calling plans: Domestic and international calling plans are often charged separately or need "communication credits" that drain quickly.

• Setup fees: Configuring a PBX in Teams can be complex, often requiring expensive third-party consultants or significant internal IT hours.

• Lost productivity: The cost of sales reps manually logging calls into Salesforce or HubSpot every day adds up to thousands of dollars in lost selling time per rep, per year.

When factoring in rep time, missed data, and lower conversion rates, Teams Phone often becomes more expensive than expected for revenue teams.

The Aircall value

Aircall offers inclusive pricing structures that often include unlimited inbound and outbound calling in domestic regions. Setup takes minutes, not weeks, eliminating implementation fees. Most importantly, the ROI from better data, faster dialing, and improved conversion rates often pays for the platform itself.

The right tool for the right job

Ultimately, the choice between MS Teams vs. Aircall isn't a binary one. It's about selecting the right tool for the specific job at hand.

You should use Microsoft Teams for your internal company stand-ups, video meetings, and quick chats. It's the best tool for internal alignment.

But you should use Aircall to close the deal.

The most successful companies don’t force sales teams to work around collaboration tools. They power them up.

By integrating Aircall directly into Microsoft Teams, you get enterprise-grade collaboration and revenue-grade calling—without changing how your teams work.

Book a demo to see how Aircall turns Microsoft Teams into a complete sales and support calling solution.

Frequently asked questions

Does Microsoft Teams work with Aircall?

Yes. Aircall offers a certified Microsoft Teams integration that embeds the Aircall dialer directly inside the Teams interface. Reps can make and receive Aircall calls without leaving Teams, while availability status syncs automatically to prevent interruptions.

Is Microsoft Teams phone a PBX?

Yes, Microsoft Teams Phone acts as a PBX, allowing for basic call controls like transfers and voicemail. However, it lacks the advanced call centre features found in specialised platforms like Aircall.

Can I use Aircall for internal calls?

Yes, calling between Aircall users is free and unlimited. However, most organisations prefer to use Microsoft Teams for internal video and chat while relying on Aircall for high-quality external communication.

Published on January 29, 2026.