SCC Voice for TeamsCase StudySCC Voice for Teams Case Study

Business Challenge

During the pandemic Microsoft Teams rapidly became the primary platform for internal collaboration for our client, but external calling and meetings continued on their legacy telephony platform. As the legacy platform was end of life, and they were already in the process of migrating infrastructure to the cloud, it made sense to harmonise internal and external collaboration onto Microsoft Teams.

As ‘voice’ was such a critical part of our customers client relationships, a specialist Teams voice provider was required who could work with their existing carrier to ensure a seamless migration while maintaining call quality. Additionally, service was required in over 20 perating countries including several countries which were highly regulated for telephony and required on premises equipment.

Solution

The process began with a proof of concept, with the new infrastructure implemented and tested by early adopters in three regions, followed by a global migration of 7,000 users and 100 contact centre agents from legacy on-prem voice solution to Teams Direct Routing with:

• Reception & Attendant Console services

• Crest, SCC’s automated Teams voice management tool

• UCC triage and support

SCC supports the migrated service 24/7 and are responsible for meeting all feature, functionality, reliability and analytics requirements. The solution utilises Crest, an automated platform for managing phone numbers and call quality We’re also looking after our customer’s customisation needs which includes eBonding between SCC, the client and their carrier, VIP management and full triage of all UCC tickets.

Results

• Early adopters, who had issues with the previous system, were seamlessly migrated to Microsoft Teams for their client comms and collaboration and, once given the ‘thumbs up’, the global rollout was delivered in under 6 months
• Estimated savings on legacy voice contracts are circa £0.5M p.a
• However, the biggest gain has been the harmonisation of Communication and collaboration onto Microsoft Teams

“As the primary revenue driver in the legal sector is billable hours, the ability for employees to communicate and collaborate effectively and reliably is critical. Therefore, the biggest gain for our client is the harmonisation, of all communication and collaboration onto Teams and its knock-on effect in terms of employee effectiveness.”