Set policies for common area phones based on user profile, zip code, time of call, etc.
Pull custom PowerBI reports with forecast information and optimal engagement periods.
Download usage logs, restart phones, and update software and firmware across devices.
Identify and solve calling issues such as network connectivity, quality, and spam.
With the onset of Covid-19, our client* was looking for a new way to support communication between remote employees. They were using hosted email and calling through a cloud communications provider - but were increasingly dissatisfied with the service. Our client's internal IT team didn't have the necessary administrative tools and received limited support from this third-party provider. As a healthcare technology company, our client needed a compliant solution that would meet their SLA for customer support, and help them grow in the cloud. Our Microsoft consultants knew that Cloud Business Voice was the way forward. With Cloud Voice, users can:
As a hybrid IT provider, we worked extensively with our client's internal team to create a roadmap for Cloud Business Voice. We began by migrating them to Microsoft 365, moving their mail, SharePoint, and Teams to the cloud. Before we could implement telephony through Teams, our consultants had to ensure:
As a customer support organization, our client has a thorough approach for incoming calls. We needed to ensure their call system would allow them to meet their SLA. Our consultants created robust reporting mechanisms, with high-level matrices on call success, usage, etc.
Our consultants took the opportunity to evaluate auto-attendants and automation, to best leverage Teams and provide end-user support.
Because our client rotates on-call users, we were able to design a call flow that accommodates employee rotation, scheduling, etc. We created a solution within Teams that logs after-hour calls and allows users to coordinate via a shared mailbox.
Once we refined the solution roadmap, our consultants moved their whole system to Teams. Consultants provisioned the phones, tested some in the office, then shipped the rest to their dispersed workforce. The transition to Cloud Business Voice was very smooth, and their staff have been working well with the new phone system. By switching phone providers, our client is saving upwards of $3,000/month and optimizing their Microsoft 365 subscription. Curious about Cloud Business Voice? Learn more about it in this webinar:
*Name has been redacted for privacy.
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