Case Study - Teams Calling

Implementation of teams calling for Surgical Specialties

Business name: Surgical Specialities Pty Ltd 

Sector: Healthcare 

Employees: 50 total - 30 office based

surgical-spec-logo

Business Challenge

Due to a rapid requirement for staff to work offsite due to Covid19 outbreak, the business needed a phone system to allow their customer service team to work remotely and in isolation whilst still being able to operate standard call centre functionality such as hunt groups and call hand offs. 

What solution did you provide?

Utilising the existing office 365 licencing the Surgical Specialities has the most cost effective and robust solution that met all of the businesses feature requests was Microsoft Teams calling.

Time to implement solution?

Following business discovery phase and feature requests acrotec set to work on provisioning, implementing, and rolling our the service. This process took less than 24 hours to have the customer service team of 8 people operational. 

 

Implementation Process

Our technical team worked through the setup process in under 24 hours using both their experience and leveraging the Microsoft silver partnership.

  • Setup O365 Auto Attendant to make use of holidays and business hour call scheduling capabilities with options for different announcements and call processing

  • Setup O365 Call Queues for the three customer service divisions

  • Add call agents to call queues (with option of all agents ringing at once, or sequential, or round robin)

  • Assign O365 service number (phone number) to the AA for each CS division

  • Change the answer point for the 1300 numbers to the relevant O365 service number for that CS division

  • Apply O365 licenses to call agents and enable for enterprise voice

  • Enable Direct Routing between O365 Teams and AcroTec’s multi-tenant Session Border Controller (SBC)

  • Configure SIP trunk on SBC for use by SS for outbound calls

  • Setup outbound call routing for SS agents to be able to call public phone numbers

  • Staff training on use of Teams, answering calls, transferring and parking calls, placing outbound calls

  • Purchase audio headsets for use with Teams on PC

  • Staff training on identifying incoming calls for each division and how to answer accordingly

Learn more about Teams

Part of the Microsoft Office 365® package, available from acrotec, Microsoft Teams centralises all aspects of team collaboration — including conversations, apps, projects and content — in a single platform.

Business Benefits

The rapid implementation of teams calling to the Surgical Specialities business has provided many benefits to the business both during the response to COVID19 and post the pandemic.

COST SAVINGS - Establishing of the teams calling function has allowed Surgical Specialities to rationalise some of there existing telecommunications services.

COVERAGE - The ability to allow uses to work remotely increases the amount of time call centres can be covered by utilising time zones to provide the cover.

FLEXIBLE WORKING - Having the ability to utilise the teams calling system allows the business to extend their flexible working policies.

 

Need to implement Microsoft teams quickly? 

The implementation process can be quick for the right expert team, at acrotec as a Microsoft Silver partner we have the ability to deliver high quality and high speed projects.

 

But dont take our word for it read our case study about a recent teams implementation project.   

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Belrose, NSW 2085

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