From PBX to Microsoft Teams and Voca Contact Centre at the Chartered Institute of Housing

Richard Sewell, IT Manager, at the Chartered Institute of Housing discusses the organisation's decade-long telephony transformation, from traditional PBX through hosted VoIP to Microsoft Teams with Voca contact centre.

• The journey from restrictive on-premises PBX systems to flexible cloud-based solutions

• Challenges of hot-desking with legacy systems and how Microsoft Teams solved them

• Why user adoption and training matter more than the technical migration itself

• Managing contact centre users with Voca's presence controls, analytics, and supervisor dashboards

• Lessons learnt about extension numbers, call transfers, and user expectations in Teams

• How visibility and reporting encourage accountability in hybrid working environments

Thanks to AudioCodes, this episode's sponsor, for their continued support of Empowering.Cloud.