Microsoft Teams in the Contact Center – A Pioneering Project

In a ground­break­ing pio­neer­ing project, ROSE Bikes and IP Dynam­ics jointly explored the pos­si­bil­i­ties of Microsoft Teams inte­gra­tion in the con­tact cen­ter, cre­ated a project plan and finally mas­tered the imple­men­ta­tion.

Rose Bikes is a customer-​centric bike brand from Bocholt (North Rhine-​Westphalia) whose mis­sion is to pro­vide peo­ple with unique bik­ing adven­tures. The 480-​employee family-​owned com­pany has largely han­dled its cus­tomers’ con­cerns via email. How­ever, since tele­phony was also to play a greater role and the ALCA­TEL tele­phone sys­tem pre­vi­ously used was no longer sup­ported by the man­u­fac­turer, the focus laid on a holis­tic com­mu­ni­ca­tions solu­tion. For this project, IP Dynam­ics was con­tracted.

Microsoft Teams was cho­sen as the new telecom­mu­ni­ca­tions solu­tion. Already used in the past for inter­nal com­mu­ni­ca­tion, this solu­tion was also to be used to make exter­nal calls in the future. To meet this require­ment, Microsoft Teams had to be inte­grated into the exist­ing con­tact cen­ter. Microsoft offers a cor­re­spond­ing inter­face, but the usable func­tions are lim­ited. ROSE Bikes and IP Dynam­ics jointly mapped out the pos­si­bil­i­ties for inte­gra­tion and, after devel­op­ing a project plan, pushed ahead with imple­men­ta­tion.

The result is impres­sive: The new solu­tion processes up to 400 calls. At the same time, 45 employ­ees con­trol all ser­vice calls entirely via the Microsoft Teams client. The pos­si­bil­ity of chang­ing work­sta­tions as well as home office is now also pos­si­ble. In addi­tion, the com­pany gains the flex­i­bil­ity to eas­ily scale the soft­ware solu­tion accord­ing to require­ments and the sit­u­a­tion. Daniel Vollmer, Direc­tor IT at ROSE Bikes is also vis­i­bly sat­is­fied: “Today we are very happy that we have mas­tered the adven­ture together. IP Dynam­ics stood by us at all times with advice and sup­port dur­ing the migra­tion to Microsoft Teams, so that we were able to make the project a suc­cess despite all the tech­ni­cal hur­dles.”

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