Microsoft Teams in the Contact Center — A Pioneering Project

Rose Bikes is a customer-focused bicycle brand from Bocholt (NRW), which aims to provide people with unique bike adventures. The family business, which has 480 employees, has so far handled the concerns of its customers largely via e-mail. However, since telephony should also play a bigger role and the Alcatel telephone system used so far is no longer supported by the manufacturer, the focus was on a holistic communication solution. IP Dynamics was commissioned for this project.

Microsoft Teams was chosen for the new telecommunications solution. Already used for internal communication in the past, this solution should also be able to make external calls in the future. To meet this requirement, Microsoft Teams had to be integrated into the existing contact center. Although Microsoft offers a corresponding interface, the functions that can be used are limited. ROSE Bikes and IP Dynamics worked together to define the integration options and, after drawing up a project plan, pushed ahead with implementation.

The result is impressive: The new solution processes up to 400 calls. 45 employees control all service calls entirely via the Microsoft Teams client. The option of changing workplaces and working from home is now also possible. In addition, the flexibility gives the company the opportunity to easily scale the software solution according to requirements and situation. Daniel Vollmer, Director IT at ROSE Bikes, is also clearly satisfied: “Today we are very happy that we have mastered the adventure together. IP Dynamics always provided us with advice and assistance during the migration to Microsoft Teams, so that we were able to make the project a success despite all technical hurdles. ”

‍To the reference story