Microsoft Teams Insider
The Path from PBX to Microsoft Teams Phone with Tom Garland, Global Service Delivery Manager
Mar 19, 2025
Tom Garland, Global Service Delivery Manager at Willis Towers Watson, shares his expertise on evolving from traditional PBX systems to Microsoft Teams Phone. He discusses the complexities of integrating legacy systems and how the pandemic accelerated the need for cloud-based solutions. Tom highlights the importance of aligning projects to business needs and managing user expectations, especially in diverse regions like India. He also emphasizes compliance with call recording regulations and enhancing user experiences through innovative technology.
21:42
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Quick takeaways
- The transition from PBX to Microsoft Teams involves addressing user experience and adaptability while overcoming legacy system challenges.
- Understanding regional complexities and local compliance is crucial to successfully implementing voice technologies across a diverse global workforce.
Deep dives
Simplifying Voice Solutions
Simplifying the implementation of voice solutions is crucial for effective operational management. Many organizations often face challenges when trying to accommodate custom solutions, such as common area phones and interactive voice response (IVR) systems. It is essential to take stock of actual business requirements and assess whether the desired complexity is worth the potential operational difficulties. By focusing on simplicity, businesses can avoid creating a tangled web of bespoke solutions that may hinder their overall voice management strategy.
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