Integrated voice & CX solutions for a seamless experience

In order to voice enable Microsoft Teams businesses require the Microsoft Teams phone system licence and access to an external telephone network. There are several ways of achieving this, and the right solution for each customer will vary based on a number of factors from the level of voice use throughout the business to their requirements for resilience.

Most businesses with a Microsoft environment have a good level of understanding and experience in managing their tenant. Voice within Microsoft has a familiar look and feel but requires a particular skill set to configure. Businesses will often fully outsource the migration and configuration of the Team tenant to an expert partner like Formation Tech. Alternatively, where some voice experience exists within a client's IT team, more complex functions can be taken on externally to support the internal IT Team. 

Natively, Microsoft Teams may not support all of a businesses voice requirements. Commonly these use cases include functionality such as reception console, voice recording, reporting and CRM integration. Formation Tech has extensively researched available solutions with the Microsoft ecosystem to address these needs whilst providing a single user experience.

Formation Tech are voice experts, whilst we born in the cloud, we are in the unique position to also have in house competency for many leading legacy phone system. We have been involved in transitioning our clients in multiple technology changes in the voice field from analogue to digital to VOIP and now SaaS. As part of a transition to the cloud, Formation Tech can provide interim support to a legacy phone system to help manage this, and ensure clients don’t have to renew expensive annual support contracts. 

Migrating to a new voice solution will often require numbers to be moved from one network carrier to another. Whilst this is a regulated and defined process it can sometimes be complex and time consuming. Having a partner to manage this part of the process saves IT Teams from having to navigate unchartered territories and processes, saving a lot of time and resource.

When migrating and tidying up a voice estate it also makes sense to address any non-geographic numbers as this will reduce the number of vendors you work and likely deliver additional savings.

For voice centric businesses such as contact centres, and sales led organisations, voice often requires an advanced feature set. For these requirements, there are many mature cloud voice options available on the market. Some of these are pure play voice solutions, others are fully integrated omni-channel, AI powered contact centres. Formation Tech has wide experience of the market and can help advise and support a migration to any number of best in class solutions.