Initial situation
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.
The choice fell on Nimbus Luware, mainly because of its perfect integration with Microsoft Teams, already used internally for collaboration.
Goal
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.
Concept
We recommended the use of Microsoft Teams in conjunction with Direct Routing to provide a unified telephony solution. This configuration enables users to make and receive calls directly via their Teams clients, whether on PCs, smartphones or IP phones.
To go a step further and meet the specific needs of the customer's contact center and picket management, we proposed integration with Nimbus Luware. This tool offers advanced IVR management and sophisticated incoming call handling. Well 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:
- Needs assessment and technical audit: Review of existing Mitel configuration, including IVR and call queues.
- Planning and design: Development of a migration plan aligned with the customer's specific needs.
- Migration Basic functionalities: Installation of the necessary configurations and transfer of agent profiles.
- Integration with Dynamics 365: Adaptation of the solution for integration with Microsoft Dynamics 365 On-Premise using Power Automate workflows, also paving the way for a future migration to cloud.
- Migration to Teams Phone via Direct Routing: Requirements for implementing telephony in Teams.
- Testing and Validation: Ensuring that all systems are fully operational.
- Training and Support: Preparing teams for the new environment.
- Final deployment and follow-up: After customer approval, full deployment and follow-up period to assess performance.
CHALLENGES
One of the biggest challenges was migration the numerous custom configurations and IVR scripts from the Mitel system to Luware. Particular care was needed to ensure that all use-cases were correctly transferred and tested before migration. Complex functionalities such as callback, autonomous blacklist management, the ability to close queues easily, as well as the management of picket detour via a dedicated site, were implemented. SharePoint have been implemented.
Result
Thanks to rigorous planning and meticulous execution, migration was successfully completed, with no impact on the customer's day-to-day operations.
The customer now benefits from a more robust, scalable contact center system, integrated with their other tools. The savings achieved by centralizing the system and optimizing call flows have also been significant.
The success of this project has underlined our ability to deliver quality solutions tailored to the complex needs of large enterprises.
We share your challenges, we accompany your changes
If you have a question or a suggestion, we are at your disposal to answer it by email or by phone.
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