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Case Study: Local Government Organisation

“We sought help in replacing our current PBX and Contact Centre platforms”.

Client Requirements

Our client faced issues with an unreliable PBX and Contact Centre integration resulting in frequent dropped and missed calls, leaving staff with low confidence in the system.

The complexity of the current solution resulted in many features remaining unused. The client sought a feature-rich Unified Communication and Collaboration environment to support hybrid working styles, and we were engaged to provide technical leadership and strategy development.

Our task involved implementing MS Teams Calling to replace the PBX and developing a suitable Contact Centre solution for a successful implementation.

Our Deliverable

Edge Consulting was engaged to assist the organisation in going to market via an RFP to select a vendor for MS Teams Calling enablement and associated competitive PSTN calling services, along with a cloud-based Contact Centre. Our involvement included assessing feature fit for Teams Calling.

Our Solution

Our Edge Consulting team, consisting of a Senior Telecommunications/UCC consultant and a senior ICT Project Manager, conducted thorough consultations with key stakeholders to create an RFP document that addressed the client's functional and technical requirements for the Contact Centre and UCC.

Our RFP covered integration between the Contact Centre and Teams Calling licensing, cost-effective call plans, and a support framework. We managed vendor presentations and evaluations for solution feature set and commercials.

Once the successful vendor was selected, our Project Manager oversaw a disruption-free rollout of Teams Calling and Contact Centre solution. Change management was crucial to ensure high user adoption and an excellent user experience.

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