Custom Telephony

Set policies for common area phones based on user profile, zip code, time of call, etc.

Intuitive Reporting

Pull custom PowerBI reports with forecast information and optimal engagement periods.

Usage Tracking

Download usage logs, restart phones, and update software and firmware across devices.

Call Remediation

Identify and solve calling issues such as network connectivity, quality, and spam.

Supporting a Remote Workforce with Cloud Calling

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: 

  • Collaborate in real-time across multiple units to provide customers the best possible service

  • Improve access to calling for remote and mobile employees, with an universal end-user experience

  • Eliminate traditional support and solution costs, annual maintenance, end-of-life equipment, and hardware for new offices and employees

  • Extend the use of the Teams platform, with full integration throughout the Microsoft 365 stack of services, including Outlook, SharePoint, and Microsoft CRM

 

Migrating to Microsoft 365

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:

  1. Queueing and Ticketing Was Set Up - 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.

  2. Auto-Attendants Were Available - Our consultants took the opportunity to evaluate auto-attendants and automation, to best leverage Teams and provide end-user support.

  3. User Rotation Was Streamlined - 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 allow users to co-ordinate 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.

Learn More About Cloud Voice and Related Services

SOC-as-a-Service

iCorps SOC-as-a-Service combines cutting-edge Security Information and Event Management technology and established threat intelligence to keep your network secure, 24x7.

SECURE YOUR NETWORK

Microsoft 365

The applications your employees love, backed by Microsoft's enterprise cloud. Secure, scalable, collaborative. Learn more about the new Microsoft 365.

EXPLORE THE PLATFORM

Mobile Security Solutions

If your employees are using personal and mobile devices, they're creating vulnerabilities in your network. Ensure you have the right tools to protect information at the device, application, and data levels.

PROTECT END USERS

HubBlox Hero Image

In-Depth Analysis

iCorps’ 360˚ Technology Assessment is an in-depth, hands-on examination of your IT environment that delivers a comprehensive view into your IT operations.

Detailed Deliverable

iCorps will provide you with a thorough, detailed deliverable, outlining recommendations, and solutions to meet the needs of your company’s specific environment.

Ready to Outsource Your IT?


Let our experts determine which Encompass outsourced support program is right for your business. For a comprehensive view of your network operations, we offer Technology, Security, Microsoft 365, and Cloud Readiness Assessments.

Request a Free Consultation