Migration Telephony on Microsoft Teams , and Nimbus Contact Center Luware

The customer was struggling with an aging telephony system and contact center that no longer met their needs and requirements. They were looking for a more stable and robust solution, a teleworking-friendly telephony system, a modern call recording system, and advanced customer service features.

We chose Nimbus Luware, primarily because of its seamless integration with Microsoft Teams, which we already use internally for collaboration.

The customer was looking for a more reliable and flexible telephony solution, capable of adapting to their rapid growth and changing needs. Their main motivations were:

• A virtual phone client for teleworking.
• A modernized call recording system.
• Advanced features for on-call and customer service.

We have recommended using Microsoft Teams in conjunction with the Direct Routing to provide a unified communications solution. This configuration allows users to make and receive calls directly through their Teams clients, whether on PCs, smartphones, or IP phones.
To go a step further and address the specific needs of the client’s contact center as well as on-call management, we proposed an integration with Nimbus Luware. This tool offers advanced IVR management and sophisticated handling of incoming calls. Seamlessly integrated with Microsoft Teams, this solution enables intuitive call management and provides real-time statistics for continuous monitoring and improvement.

Our proposal was structured around the following stages:

1. Needs assessment and technical audit: Review of existing Mitel configuration, including IVR and call queues.
2.  Planning and Design: Development of a plan migration tailored to the client’s specific needs.
3.  Migration Basic Features: Installing the necessary configurations and transferring agent profiles.
4.  Integration with Dynamics 365: Adapting the solution for integration with Microsoft Dynamics 365 On-Premise using Power Automate flows, while also laying the groundwork for future migration to the cloud.
5.  Migration Teams Phone via Direct Routing: Configuration required to implement telephony in Teams.
6. Testing and Validation: Ensuring that all systems are fully operational.
7. Training and Support: Preparing teams for the new environment.
8. Final deployment and follow-up: After customer approval, full deployment and follow-up period to assess performance.

CHALLENGES

One of the biggest challenges was the migration the numerous custom configurations and IVR scripts from the Mitel system to Luware. Special care was required to ensure that all use cases were properly implemented and tested before the migration. Complex features such as callbacks, self-service blacklist management, the ability to easily close queues, and the management of on-call call forwarding via a SharePoint were implemented.

Thanks to rigorous planning and meticulous execution, the migration was successfully completed without impacting the client’s day-to-day operations.
The client now benefits from a more robust, scalable contact center system that is integrated with their other tools. The cost savings achieved by centralizing the system and optimizing call flows have also been significant.
The success of this project underscored our ability to deliver high-quality solutions tailored to the complex needs of large enterprises.