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Work from anywhere: How Kordia partnered with Exeed to integrate voice with Microsoft Teams

Exeed deployed mycloudcalling to their own business in just three days ahead of the national COVID-19 lockdown. This enabled the distributor’s 65 core staff to work seamlessly from home, easily staying in touch with colleagues, customers and suppliers.

 

With the introduction of Microsoft Teams, businesses around the world have most of the tools required for remote working at their fingertips. But there’s one missing piece: business class telephony. Addressing the challenge, technology distributor Exeed has introduced mycloudcalling, powered by Kordia’s Direct Routing capability. The solution enables call control and all PBX capabilities within Microsoft Teams – effectively replacing legacy on-premises telephony hardware.

 

The limitations of legacy 

Like many organisations, Exeed had a trusty PBX which provided good service for 18 years - but Managing Director Justin Tye says the business sought a modern cloud based alternative. The legacy PBX had limitations, as representatives located across the country weren’t linked by a single phone system.

“This made routing calls coming into head office to people in Christchurch or elsewhere unwieldy, and similarly, routing to a mobile just didn’t work very well,” said Simon Tabrum, Exeed Cloud Business Manager.

 
Simplicity and Reliability

Tye says Exeed looked at multiple systems and solutions, but specifically wanted simplicity along with reliability.

“Many systems are feature rich and more suited to a contact centre or sophisticated needs. With ours being a relatively simple IVR process directing callers to the right party, we needed something which would enable that without any fuss.”

Seeing the COVID-19 lockdown on the horizon galvanised Tye into action.

“The question was simple: how fast can we install? Usually these things take some time and a bit of work, but it was all done in literally three days, start to finish, with the setup of our IVR structure, call grouping, messaging.”

“When we approached Kordia and said, ‘we want to integrate voice into Teams ahead of the lockdown’, it was just a matter of expanding the Proof of Concept by adding capacity, setting up a back end, then rolling it out to groups.”

 

Seamless Integration

Exeed turned to Kordia as the voice network provider for mycloudcalling, as it was critical that the solution be built on a reliable and robust network. Kordia provided SIP trunks and Direct Routing into Microsoft Teams. In addition, Kordia’s best connected strategy means that Exeed and its customers also have access to a range of connectivity options to ensure all their Microsoft applications are on-net providing the best possible performance and end user experience.

 

A Connected Enterprise

With mycloudcalling fully integrated into Microsoft Teams, Exeed staff working from home were ready to take incoming calls on the device of their choice.

“What’s key is that we’re now a distributed distributor. Because Teams works across multiple devices – smartphones, PCs, Apple devices and Android tablets – users can choose which works best for them,” said Tye.

In some instances, notes Tabrum, a discrete device is better, so taking a call on a smartphone while typing into a laptop is more convenient.

“There’s flexibility from that point of view. There’s also the flexibility of provisioning as much or as little capacity required depending on the circumstance,” added Tabrum.

With Teams and mycloudcalling, we’re 100 percent in the cloud for all collaboration and communication. We’re in an industry where phones don’t stop ringing, even in the lockdown, and with our now distributed workforce, the telephony just works.”

Simon Tabrum, Exeed Cloud Business Manager

Bullet-proof and Professional

PSTN calling might be decreasing, but voice still has a huge role in business.

“People need to share screens, fire up video and collaborate on documents, which is what makes Teams ideal. But when you have incoming calls from customers, you still need a bullet-proof and professional phone system,” said Tye.

“With Teams and mycloudcalling, we’re 100 percent in the cloud for all collaboration and communication. We’re in an industry where phones don’t stop ringing, even in the lockdown, and with our now distributed workforce, the telephony just works.”

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