As Microsoft Teams continues to mature, MSPs are facing a shift in how they design, deliver, and support voice and customer experience solutions. What once felt like an optional add-on has become a core part of the modern workplace and, increasingly, a core part of managed service portfolios.
By 2026, many MSPs are no longer experimenting with Teams voice and CX. They are standardising around it. This isn’t about following a trend; it’s a response to growing complexity, rising customer expectations, and the need to scale services without increasing operational overhead.
Here are five reasons MSPs are standardising their Microsoft Teams voice and CX stack as they look ahead to 2026.
By 2026, many MSPs are no longer experimenting with Teams voice and CX. They are standardising around it. This isn’t about following a trend; it’s a response to growing complexity, rising customer expectations, and the need to scale services without increasing operational overhead.
Here are five reasons MSPs are standardising their Microsoft Teams voice and CX stack as they look ahead to 2026.
1. Customers want fewer platforms, not more
One of the strongest drivers behind standardisation is customer fatigue with fragmented solutions. Many organisations are dealing with a mix of legacy telephony, standalone contact centre platforms, and disconnected reporting tools, all sitting outside of Microsoft Teams.
As Teams becomes the primary workspace for users, customers increasingly ask why voice and customer interactions still live elsewhere. They want fewer logins, fewer integrations to manage, and fewer points of failure.
For MSPs, standardising voice and CX inside Teams simplifies customer environments. It reduces the need to support multiple vendors and creates a more consistent experience across the customer base. This consistency becomes especially important as MSPs scale.
As Teams becomes the primary workspace for users, customers increasingly ask why voice and customer interactions still live elsewhere. They want fewer logins, fewer integrations to manage, and fewer points of failure.
For MSPs, standardising voice and CX inside Teams simplifies customer environments. It reduces the need to support multiple vendors and creates a more consistent experience across the customer base. This consistency becomes especially important as MSPs scale.
2. Operational complexity doesn’t scale for MSPs
Supporting a wide range of telephony and CX platforms creates operational drag. Each platform brings its own provisioning processes, support models, training requirements, and escalation paths.
By 2026, MSPs are under pressure to do more with leaner teams. Standardising on a Teams-first voice and CX stack allows MSPs to streamline onboarding, support, and change management. Engineers become deeper experts in fewer platforms, issues are resolved faster, and service quality becomes more predictable.
Standardisation also makes it easier to automate common tasks, which is essential as MSPs look to improve margins without increasing headcount.
By 2026, MSPs are under pressure to do more with leaner teams. Standardising on a Teams-first voice and CX stack allows MSPs to streamline onboarding, support, and change management. Engineers become deeper experts in fewer platforms, issues are resolved faster, and service quality becomes more predictable.
Standardisation also makes it easier to automate common tasks, which is essential as MSPs look to improve margins without increasing headcount.
3. Teams is becoming the natural home for customer conversations
Customer experience is becoming more conversational and more collaborative. Voice calls, chats, and messages often require input from multiple teams, not just frontline agents.
Microsoft Teams naturally supports this way of working. Conversations can be shared, escalated, and resolved with the right people involved, without leaving the platform. By 2026, many MSPs recognise that placing CX outside of Teams creates friction between customer-facing and internal teams.
Standardising CX within Teams aligns customer conversations with internal collaboration, making it easier for organisations to resolve issues quickly and consistently. For MSPs, this alignment reduces complexity and improves customer outcomes.
Microsoft Teams naturally supports this way of working. Conversations can be shared, escalated, and resolved with the right people involved, without leaving the platform. By 2026, many MSPs recognise that placing CX outside of Teams creates friction between customer-facing and internal teams.
Standardising CX within Teams aligns customer conversations with internal collaboration, making it easier for organisations to resolve issues quickly and consistently. For MSPs, this alignment reduces complexity and improves customer outcomes.
4. Security, compliance, and governance expectations are rising
As voice and CX move into Teams, expectations around security and compliance increase. Customers want confidence that calls are recorded correctly, data is retained appropriately, and access is tightly controlled.
By 2026, these requirements are no longer niche or industry-specific. They are expected across regulated and non-regulated sectors alike. MSPs are increasingly choosing to standardise on platforms that align with Microsoft’s security and compliance framework rather than bolting governance on as an afterthought.
A standardised Teams voice and CX stack allows MSPs to offer customers a clearer, more consistent governance story, which is becoming a key differentiator in competitive bids.
By 2026, these requirements are no longer niche or industry-specific. They are expected across regulated and non-regulated sectors alike. MSPs are increasingly choosing to standardise on platforms that align with Microsoft’s security and compliance framework rather than bolting governance on as an afterthought.
A standardised Teams voice and CX stack allows MSPs to offer customers a clearer, more consistent governance story, which is becoming a key differentiator in competitive bids.
5. Insight and reporting are becoming part of the MSP value story
Voice and customer interactions generate a significant amount of data. Historically, much of this data has gone unused or lived in siloed systems.
Looking ahead to 2026, customers expect insight, not just uptime. They want to understand call trends, customer experience quality, agent performance, and service bottlenecks. MSPs that can surface and explain these insights move up the value chain from support provider to strategic partner.
Standardising the voice and CX stack makes it easier for MSPs to deliver consistent reporting and insight across customers, rather than reinventing dashboards and metrics for every platform.
Looking ahead to 2026, customers expect insight, not just uptime. They want to understand call trends, customer experience quality, agent performance, and service bottlenecks. MSPs that can surface and explain these insights move up the value chain from support provider to strategic partner.
Standardising the voice and CX stack makes it easier for MSPs to deliver consistent reporting and insight across customers, rather than reinventing dashboards and metrics for every platform.
What this means for MSPs in 2026
Standardising Microsoft Teams voice and CX isn’t about limiting choice. It’s about creating a scalable, supportable foundation that aligns with how customers work today and how they will work in the future.
For MSPs, this approach reduces complexity, improves service consistency, and opens the door to higher-value conversations around customer experience, insight, and optimisation.
This is the context in which C360 Premium, developed in collaboration with CentrePal, is positioned. It reflects the reality that MSPs need enterprise-grade voice and CX capabilities that work natively within Teams, scale across customers, and meet rising expectations without increasing operational burden.
As Teams continues to anchor the modern workplace, MSPs that standardise early will be better placed to support customers into 2026 and beyond.
For MSPs, this approach reduces complexity, improves service consistency, and opens the door to higher-value conversations around customer experience, insight, and optimisation.
This is the context in which C360 Premium, developed in collaboration with CentrePal, is positioned. It reflects the reality that MSPs need enterprise-grade voice and CX capabilities that work natively within Teams, scale across customers, and meet rising expectations without increasing operational burden.
As Teams continues to anchor the modern workplace, MSPs that standardise early will be better placed to support customers into 2026 and beyond.
