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Improving End-user Experience with Microsoft Teams Migration

About the Client

The client is an American multinational technology company headquartered in Santa Clara, California, that specializes in business communications, specifically unified communications, contact centers, and services.

Overview

The existing telephone solutions of the client were spread across 43 locations in 13 countries. The contact center solution was also leveraging its services. The client wanted to modernize the existing telephony and collaboration platform and improve the experience for end-users by leveraging Office 365. The project also required end-user migration of DIDs from existing PSTN providers, providing a better communication environment and reducing the technical overheads.

Problem Overview

There were multiple Business Units which has their specific problems which held back the deployment:

  • ISP consolidation and availability in various locations
  • Recoding requirements as per region-specific compliances
  • Boss-secretary and multi-phone calling
  • Common area phones needed to be migrated and assigned DIDs
  • Hotline required with IVR for internal IT team Call routing

Solution

Tech Mahindra deployed Microsoft Teams to all end-users workstation and used Genesis for contact center solution. The solution experts conducted adoption sessions with user-based training according to the daily activities of users. They deployed AudioCodes SBCs across 14 locations in Asia and set up a new audio recording solution and call routing using third-party and custom-developed applications. All the legacy phones were replaced with new Polyconnect .

Value Delivered

  • 100% Agile and aligned to project commitment
  • 100% seamless integration of multiple forests with O365
  • 100% improved end-user experience with SSO
  • 30% reduction in TCO, owing to offshoring and bug reduction
  • 5+ performance improvement initiatives

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