In their path to modernizing their employees’ work environment, a global Australian solutions firm specializing in the industrial and mining sectors sought help from NSN Infotech to elevate their telephone system. Transitioning from a static system, they would like to integrate their PSTN into their main business communication platform, Microsoft Teams.
After assessing the firm’s current telephone system and processes, the team tailored a solution that not only addressed all of the firm’s requirements and challenges but also resulted in a significant reduction of their telephone bills by as much as 20%.
With offices and clients around the world, keeping the phone lines open 24/7 is a key priority for a global Australian firm. As the company embraces workplace modernization, they have encountered several challenges that they would like us to address. These include:
Seamless Call Routing
No More Desk Phones
3rd Party Application Integration
Reduce Telephone Bills
“With offices scattered across the globe, International direct dialing costs make up a big part of the company’s huge telephone bills.”
Since the firm is already on the Microsoft environment and primarily use Microsoft Teams as their main business communication channel, taking advantage of Microsoft Teams’ VoIP capabilities is the perfect solution to all their needs.
Being a medium sized company with scattered offices, we found out several challenges that were easily taken care of with proper implementation.
The firm had multiple telephone numbers with various providers. To address this, we partnered with Access4. A significant challenge in this process was having to deal with multiple vendors and complex ports. However, within 2-3 weeks, the team successfully completed porting the numbers into the telecommunications solutions environment that will be used in the project.
While our team worked on the migration project, the firm’s employees continued with their usual work. To enable this, we worked on the back end and set up call forwarders from the old phones to Microsoft Teams. In this way, employees could already utilize the VoIP capabilities of Microsoft Teams while the transition was happening in the background.
As part of the implementation process, we handled the end-to-end setup of the personalized Interactive Voice Response (IVR) system for the company. This involved tasks ranging from selecting appropriate voice talents to fine-tuning the configuration and ultimately deploying the IVR functionality. The team configured and rigorously tested advanced IVR features to align seamlessly with the unique operational processes of the firm.
As an integral component of the new telephone system, we facilitated the seamless integration of a 1300 number for the firm. This addition not only enhances the business’s identity but also plays a pivotal role in fostering brand recall, ensuring that customers can easily connect with the company.
With Microsoft Teams Calling, call routing couldn’t be any simpler. If a call at the Sydney office is left unanswered, calls are routed to a designated office / person from another country. This shift ensures efficient call handling, allowing calls to be routed to individuals regardless of their location, enhancing responsiveness beyond specific office hours or time zones.
Since employees can now make/take calls using Microsoft Teams on their laptop or on their mobile devices via the Teams app, there’s no more need for desk phones in the offices. The firm now fully use Microsoft Teams for all their business communication and collaboration. Simplifying their processes while enhancing productivity and collaboration across the company. The firm wants a platform for seamless call routing, as their current system redirects all calls to voicemail at the Sydney office after business hours. Faced with this challenge, the firm wants to implement a new routing system that will automatically direct calls to an available person somewhere around the globe.
Since HubSpot can be integrated with Microsoft Teams Calling, sales staffs can just easily conduct their sales call from HubSpot.
By leveraging the Teams environment to make calls, traditional costs associated with international dialing are avoided. When an employee needs to make a call to someone in the US, they simply use their Teams account, and that’s threated as a local call in the US. From the firm’s AUD $4,500 monthly telephone bills, they now only incur around AUD $1,000. This represents at least a 20% reduction in monthly operational expenses
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NSN Infotech PTY LTD
Office Address: 226/14 Lexington Drive Bella Vista NSW 2153
Phone: +61 2 9189 1820
Email: info@nsninfotech.com
