Business Challenge
Our client, a leading international Investment Bank, discovered a large number of its staff were using an unapproved, albeit popular internet-based voice platform. Our client decided this was the ideal opportunity to review and modernise its voice and unified communications strategy and apply governance around its usage. However, having a legacy, on-premise PBX solution in place with a number of third-party solutions integrated, meant this was not as simple as initially thought.
Solution
Resonate created a clear and structured strategy to firstly enable Microsoft Teams with external voice using Direct Routing, thus creating the client’s primary voice and UC platform. The next step was to integrate Teams with its legacy PBX platform to enable a gradual, phased migration of users from the PBX to Teams. It was also necessary to provide a future-proofed, Teams certified Contact Centre platform and integrate Teams with various front and back-office solutions.
Results
Our client was eventually able to retire its legacy PBX, retain all third-party front/back office solutions and provide its global user base with a single, holistic communications platform, powered by Microsoft Teams. This resulted in improved collaboration, better user experience and significant cost savings. Having an Azure-hosted cloud solution, powered by Microsoft, gives the client an industry-leading, future-proofed communications platform that adheres to all Infosec requirements.
