From PBX to Microsoft Teams and Voca Contact Centre at the Chartered Institute of Housing
Description
Richard Sewell, IT Manager, at the Chartered Institute of Housing discusses the organisation's decade-long telephony transformation, from traditional PBX through hosted VoIP to Microsoft Teams with Voca contact centre.
• The journey from restrictive on-premises PBX systems to flexible cloud-based solutions
• Challenges of hot-desking with legacy systems and how Microsoft Teams solved them
• Why user adoption and training matter more than the technical migration itself
• Managing contact centre users with Voca's presence controls, analytics, and supervisor dashboards
• Lessons learnt about extension numbers, call transfers, and user expectations in Teams
• How visibility and reporting encourage accountability in hybrid working environments
Thanks to AudioCodes, this episode's sponsor, for their continued support of Empowering.Cloud.
United States
