Surrey County Council (SCC) has upgraded its communications infrastructure to include a new Microsoft Teams telephony system.
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The UK local authority based in South East England was assisted in the switchover by FourNet and 4C Strategies, which it describes as "digital transformation specialists".
Now successfully completed and launched, the council’s communications have been overhauled to improve the delivery of key services to citizens in its region.
The changes also include the integration of NICE’s CXone contact centre technology within multiple locations.
Liz Mills, Interim Director of Customer Digital & Change at Surrey County Council, commented on the success and improvements in service that the innovations will bring:
Our telephony upgrade ensures efficient communication, benefiting our community as well as our teams. As an organisation, we are committed to ensuring that no one is left behind and will continue to harness technology to better serve our residents."
“I am immensely proud of our colleagues’ efforts on the day and their endeavours in the months and weeks leading up to the transition."
“This robust groundwork ensured that the project was completed in a timely manner without causing undue disruption for our customers.”
Microsoft Teams Phone
According to SCC, it receives more than 870,000 inbound calls every year. Of these, roughly 550,000 incoming calls will utilise this new Teams telephony system.
Meanwhile, 240,000 calls will now be routed through the Council’s contact centres.
A Microsoft article published last month on its online learning pages outlines the key feature of Teams Phone, which include the ability to place and receive calls, transfer calls, and mute or unmute calls.
To enable external calling, Teams Phone can be connected to the PSTN either by purchasing a Microsoft Calling Plan or using your current telephony infrastructure for on-premises PSTN connectivity.
