Introduction

As their trusted IT supplier, Global Eyes turned to Custard as they had been having many issues with their current phone system. Global Eyes were running two different systems at their Tamworth and Dunstable offices. Neither system was able to communicate with the other which created problems of company interconnectivity and longer leads time for dealing with customer queries.

The brief

As a rapidly expanding business Global Eyes needed to improve their communication between sites. With accounts and administration located at Tamworth and logistics having had a recent move to Dunstable,  Global Eyes needed a complete communication system to ensure internal communications was seamless.

An old ISDN BT phone system was running the Tamworth site and a badly implemented Avaya  phone system was running the Dunstable site. The company wanted to implement a seamless phone system at both sites with complete interconnectivity. The company wanted to harness the power of the cloud to give scalability and reliability to their phone system. Since the initial installation, an office in Belgium and Heathrow have been quickly added to the system ensuring excellent inter office communication.

Our solution

Global Eyes required a phone system with expansion capabilities to allow flexibility and scalability. Global Eyes wanted functionality to record all incoming and outgoing calls whilst taking advantage of VoIP.

Other areas Global Eyes wanted to improve were;

  • To control costs
  • Improve productivity
  • Support a mobile workforce
  • Gaining operational efficiencies
  • Be more responsive to customers, partners and employees
  • Simplify management and control
  • Maintain regulatory compliance

With a 10mb leased line internet connection already installed at both locations, a VoIP Lync phone system would take advantage of these high-speed Internet connections, whilst keeping costs to a minimum.

The high-speed Internet connections also opened up the possibility to implement a cloud-based phone system across both sites.

Custard recommended Microsoft Lync as the best solution.  Lync provides more than a phone system and enables companies to communicate the most efficient way possible, providing the ability for users to call, message, video conference, screen share with multiple users across multiple sites with the click of a button from your desktop.

Microsoft Lync also provided Global Eyes with a single phone number contact point and allows calls to be transferred across sites at zero costs.

Implementation

Our task was to project plan, manage and migrate both phone systems and multiple phone numbers with minimal downtime, including liaising with BT and a third party VoIP provider to migrate phone numbers onto the Microsoft Lync phone system. This also included configuring and implementation of the new hosted live servers and preparing the current infrastructure for migration.

Custard were solely responsible for the following areas;

  • Configuring the new Lync infrastructure into our hosted platform
  • Hosting the Lync system in our data centre
  • Integrating the phone system into the current active directory environment
  • Configuration and installing both desktop phones and headsets at both locations
  • Configuring incoming workflows and rooting for multiple DDI numbers
  • Migrating all the current DDI  phone numbers
  • Training end users

Entirely unassisted, tested successfully and completed the migration, from a 2 x standard business phone system to Microsoft Lync, without any downtime or user issues, addressing some of the more problematic tasks out of hours to ensure a seamless installation.

Time fram

Due to the urgency of the efficiency gains from Microsoft Lync, the customer required the installation and go live within 30 days of order.

Conclusion

Custard has a first-class, in-house technical team with the skills to produce results under tight deadlines and in a complicated technical situation all parties involved were delighted with the outcome especially there was zero downtime, ensuring all staff remained as productive as possible throughout the migration window.

Client comment

“Since the implementation of our Microsoft Lync phone system Global Eyes have being able to improve efficiencies through the communication channels available with Lync. Microsoft Lync enables intercommunication between multiple sites and multiple users quickly, simply and without problems. The efficiencies Microsoft Lync has provided to our company enable us to deal with our customer queries and requests quickly and efficiently, ensuring our customer satisfaction and keeping our customer wait times to a minimum.” – Jacquie Feeley, Operation Director.