Image showing Microsoft Teams on a variety of devices. Image credit.
Why we started
When we kicked this off, it wasn’t just because our old Avaya system was outdated; it was because colleagues were struggling with tools that didn’t support how we work today.
We needed something more reliable, more flexible, and far easier for staff and residents to engage with.
Moving to the Microsoft Teams Cloud Phone System and NICE CXone felt like the natural next step and the project grew from there.
What we wanted to achieve
From day one, the aim was simple: make communication better for everyone. That meant:
- improving call quality
- reducing the reliance on physical handsets
- strengthening resilience
- giving staff tools that support hybrid working, rather than get in the way of it
The people who made it happen
This part genuinely means the most to me. The project only succeeded because so many people leaned in.
From completing surveys and joining workshops, to helping with testing and just keeping things moving during a busy rollout period, the following teams deserve a huge thank you:
- DDaT teams
- Customer Services
- contact centre staff
- our suppliers
- countless colleagues
I’m incredibly grateful to everyone who played their part 👋
How the journey unfolded
We began with lots of discovery work:
- surveys
- data gathering
- workshops
- design sessions
Then came a real ‘all hands on deck’ moment:
- the technical build
- integrations
- network work
- training – aided by the get started with Teams telephony section of the intranet
In November, we hit our big milestone:
- CXone went live
- thousands of lines moved successfully onto Teams
- and yes… we survived the number porting!
After that, we focused on the massive task of decommissioning Avaya. Hardware, servers, old accounts, handsets, the lot. It was a huge piece of work but incredibly satisfying to tidy up years’ worth of legacy tech.
What’s better now
Seeing the difference has been brilliant:
- staff can work more flexibly
- calls are handled more smoothly
- reporting is clearer
- the organisation is no longer dependent on an unsupported system.
It feels like we’ve taken a big step forward – one that will last.
Feedback on the new system
“Customers like the better queue placement messaging and clearer instructions on the IVR (interactive voice response).”
“Contact centre advisors find the new system much simpler to use and very intuitive, with useful features (such as access to view their own performance) that allow them to proactively respond to contact activity”
“Residents prefer the clearer IVR, call placement messaging and clearer call quality.”
What’s next
Although the project is officially closed, there are still opportunities to build on what we’ve delivered – whether that’s:
- helping colleagues to explore more of what Teams can do
- looking ahead to future improvements and automation