Streamlining Communication and Enhancing Efficiency: Integrating Microsoft Teams with Telephony for a Construction Industry Leader

Customer Sitution

The client has been operating in the construction industry for several decades. Among the recipients of services were chemical plants, nitrogen plants, heating plants, power plants (including nuclear power plants), pharmaceutical plants, fat plants, and refineries both at home and abroad (Iraq, Morocco, Germany, Netherlands, Finland, Switzerland, Austria, France, Sweden, UK, Ireland, Ukraine). Employees take part in the construction of tunnels, viaducts, bridges, stadiums, underground railroads, and public buildings

Partner Solution

As part of the Microsoft Teams integration project, ISCG’s task was to connect the Microsoft Teams communication system with a local telephony provider via SIP Trunk. The goal was to provide the company’s employees in Poland and Europe with easy and convenient access to internal and external telephony based on phone numbers as well as instant messaging.

To achieve this goal, we used the Ribbon Communications solution hosted in the Microsoft Azure cloud. This solution allows telephony to be fully integrated with Microsoft Teams, enabling employees to make and receive calls through the Teams app, making communication much easier and more efficient.

Once the integration is complete, our solution is used to evaluate the number of inbound and outbound calls, as well as to analyse the impact of phone calls on the recruitment process. As a result, the company is able to gain valuable information to better understand and improve its business processes. As part of the Microsoft Teams setup, communication plans have been created that distribute incoming calls to the appropriate departments selected from a menu. A general number works during business hours and then reports on business hours. An integrated reporting cockpit based on Microsoft Power BI allows the analysis of collected data and KPIs.

Key Drivers & Business Objectives

The main drivers for implementing Teams integration with telephony were the need to create a dynamic communication environment and the ability to analyze the quality of HR processes.

Value Provided & Business Outcomes

The integration of Microsoft Teams and telephony via SIP Trunk allows the company to streamline and facilitate internal and external communication within the company while providing the ability to analyze and evaluate calls. This is an example of how modern IT solutions can help companies achieve better efficiency and more effective use of resources.

Win Insights

  • Dynamic and fast implementation of configuration changes
  • A unified tool for group work and communication
  • Increased security

Lessons Learned

  • Easy and convenient access to internal and external telephony based on phone numbers, as well as instant messaging
  • Implementation of such a solution is a huge innovative advantage in terms of communication