Public Sector Organisation Delivers Reliable Support with Cloud Calling

About our customer

This public sector customer provides essential services and support to over 100,000 people, with a keen focus on security and providing the best service cost-efficiently.

The challenge

This public sector organisation embraced a hybrid work model and, as a result, found their existing Mitel Telephony solution wasn’t meeting their needs. To support their modern work practices, the organisation were looking for a modern solution that would transition from home to office seamlessly.

We had previously partnered with them on a range of Microsoft projects and workshops, fostering a strong working relationship. As a result, they trusted our extensive experience and accreditations in Microsoft modern work which made us the ideal partner to bring their communications up to speed.

Our modern communications experts delivered a Microsoft Teams Calling workshop to help understand and explore the options available and find the right solution for them.

The solution

After exploring a range of solutions powered by Teams, they chose Teams Voice with Session Boarder Controllers hosted in Azure. This option provided them with the cloud-based solution they needed without losing their existing calling plans and numbers or complicated porting issues.

Initially, we provided them with a Teams Telephony Voice workshop to gather all the requirements, next a POC (Proof of Concept) to explore the value of switching to Teams Voice and once that was approved, we began the deployment.

We deployed Microsoft Teams Voice to 400 users, giving them the modern and secure phone service, they needed to support their customers from anywhere. For the users, Teams Voice is easy to use and offers the team the ability to see the most important call information through a single pane of glass. They can access waiting calls and their chats all in one place which streamlines and simplifies communication processes, making support easier than ever.

Team leaders can review key metrics from call volumes to wait times and more from a simple dashboard, giving them the information they need to deliver an outstanding service for the people they serve.

The outcome

As a result of the project, this public sector organisation have a modern, cloud-based phone system that supports their hybrid working model. Powered by Teams with direct routing technology using Azure their new system removes the need for the on-premises infrastructure for telephony. This means users can make and receive calls from anywhere without the need to switch between software.

With the use of direct routing in Azure, they can be certain their service will remain available, and calls will be routed through to users, even if Teams became unavailable. This resilience gives them and their customers confidence that their services and support will be on hand without the reliance on legacy on-premises systems.

“Implementing Teams telephony has revolutionised how the Council communicates both internally and to its external customers. This would not have possible without the guidance, knowledge and professionalism of the staff working at Transparity. They made the whole journey from initial workshop right through to full implementation of Team telephony an absolute pleasure.”

ICT Infrastructure Manager

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