Efficient cross-border communication with Teams Phone at MyData-TRUST

MyData-TRUST is a company specialized in data protection, exclusively dedicated to the life sciences sector. MyData-TRUST aims to provide strategic, operational, and organizational support, contributing legally and technically to successful Data Protection implementation and overall company success. Their added value is in their unique double expertise; Data Protection & Clinical knowledge.

Challenge

MyData-TRUST, a company specializing in data protection for the life sciences sector, was experiencing challenges with their telephone systems across various countries. Calls to their offices were often forwarded to individual employees who were not always able to answer immediately, leading to missed opportunities to assist clients. There was no insight into which employees were available. Additionally, there was a lack of an efficient way to manage multiple local telephone providers. Therefore, there was a need for a better communication solution that was easy to use and managed by a single global IT partner. This solution needed to work seamlessly across different devices and locations, ensuring that every call was answered quickly.

Customer Request

MyData-TRUST was already using Microsoft Teams for internal communication across their global offices, and both employees and the IT department were very satisfied with it. Given this positive experience, they decided to integrate the telephony capabilities of Microsoft Teams, known as Microsoft Teams Phone.

Microsoft Teams Phone

Teams Phone offers the same features as a traditional telephone system, such as call holding, forwarding, and voicemail, but also adds new features like call recording and transcription, all integrated into Microsoft Teams. This means there is no need for complicated on-site equipment or VPNs. This internet-based solution ensures security and reliability, while allowing employees to handle calls from any location, whether they are in the office, at home, or on the go.

MyData-TRUST sought a single IT partner to connect Teams Phone to the PSTN in its operating countries: Belgium, Romania, England, Mexico and the United States. Furthermore, the chosen partner should possess the capability to support future expansions into new territories.

The solution

Network operator Orange Business provided MyData-TRUST with the technology behind the Teams Phone Operator Connect solution, connecting all their offices to the global telephone network. This simplified the process and eliminated the need for multiple local providers.

ORdigiNAL and KonductiT, trusted partners of Orange, played a crucial role during the implementation process, ensuring a smooth transition to Teams Phone. They worked closely with MyData-TRUST to refine the configurations for Teams Phone and optimize functionality.

ORdigiNAL and KonductiT assisted with porting phone numbers and migrating to Teams Phone, resulting in the successful implementation of the solution within MyData-TRUST's Microsoft Teams environment. Through a series of interactive workshops, MyData-TRUST employees learned how to seamlessly integrate Teams Phone into their daily workflows. The IT team also received extensive training on configuring Teams Phone, allowing them to make these adjustments themselves when needed, including adjusting group settings, refining welcome messages, and updating opening hours.
By adopting Teams Phone, MYDATA-TRUST ensures uninterrupted accessibility for its clients, with calls intelligently routed to available personnel, regardless of their location.

The result

The Teams Phone - Operator Connect solution proved to be a fast and effective way to transition MyData-TRUST to Teams Phone. Through seamless collaboration between ORdigiNAL/KonductiT and MyData-TRUST, they were able to create an optimal solution and accelerate the migration process.

Now, MyData-TRUST employees manage customer calls seamlessly within Teams, whether they are in the office or working remotely, avoiding the limitations of time and location. Improved visibility of colleague availability within phone groups enables quick call forwarding and facilitates instant messaging for more efficient customer contact and collaboration.

Choosing Orange as the global telephony provider consolidates billing across all countries, simplifying administrative tasks for MyData-TRUST and promoting cost savings. By leveraging the expertise of ORdigiNAL and KonductiT for both migration and adoption, a tailored approach was ensured that was aligned with the specific needs of users and the organization. The result is a fully integrated telephony solution within Microsoft Teams, which increases service levels and enhances the overall customer experience for MyData-TRUST. Additionally, the IT department gains autonomy in managing configurations, empowering them to adapt the system to evolving needs independently.

About KonductiT
KonductiT has over 25 years of experience in orchestrating and delivering advice and solutions in telecommunications and information technology within organizations’ digital workplaces. The company focuses specifically on Microsoft Teams Phone, Microsoft Teams Rooms, Contact Centers, and healthcare communication.
Our ambition is to improve and modernize telecommunications and information services for organizations, consumers, and partners. The goal is to promote hybrid working through modern solutions. We believe it is important to provide solutions that are easy for everyone to set up, learn, and use.

For more information, visit: https://konductit.com and https://teamsphone.nl