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Microsoft Teams Insider
Microsoft Teams Phone Success at Derby City Council
Jan 22, 2025
Kathie Anderson, the IT Change Manager at Derby City Council, shares her experience navigating the shift to Microsoft Teams during the pandemic. She reveals how they condensed a six-month transition into six weeks to support remote work. Kathie discusses the integration of Luware's contact center solution, enhancing the council's communication and efficiency. The conversation also touches on valuable insights gained from Power BI reporting, which helps track call patterns and performance, ensuring essential services respond effectively to community needs.
22:06
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Quick takeaways
- Derby City Council successfully transitioned to Microsoft Teams in just six weeks during the pandemic, enhancing remote communication capabilities for staff.
- The integration of Luware's technology improved contact center operations by allowing staff autonomy in managing workflows, resulting in quicker responses to customer inquiries.
Deep dives
Transforming Communication in Local Government
Derby City Council transitioned from a traditional PBX system to a more modern telephony solution by adopting Skype for Business and later Teams Phone, significantly enhancing their communication capabilities. The challenge of migrating quickly during the COVID-19 lockdown led to an accelerated rollout of Skype, which took only six weeks instead of the planned six months. This shift was crucial for an organization where many employees were used to working in physical offices and suddenly needed effective remote communication tools. The support from LoopUp was pivotal, allowing them to swiftly adapt to new technologies and prepare for future advancements such as Teams integration.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode