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Home / Insights / Case Studies / Microsoft Teams + Five9 for a Seamless Communication Solution
November 18, 2022 - by Synoptek
Synoptek is the world’s leading managed service provider, delivering an optimal, cost-effective, and efficient infrastructure by incorporating the Microsoft Teams Phone System with Synoptek’s proprietary direct routing network.
We address the challenges of migrating to the cloud, make managing a remote workforce easier, and eliminate telephony as a silo.
Our carrier-grade global network offers many services that are designed specifically for integrating Microsoft Voice within Microsoft Teams. We have achieved Microsoft Advanced Specialization in Calling for Microsoft Teams. Our solution significantly improves the user experience, reduces total telephony costs, and delivers high-quality service that reduces call handling times, call drops, and connection concerns.
TELEO Capital is an operationally focused private equity firm targeting special situations in the Technology & Software, Healthcare, and Business Services sectors. As a part of the agreement to acquire CHCS, TELEO Capital was required to retain possession of all existing communication systems. Consequently, TELEO was left with the contractual expectation of fully rebuilding CHCS’ existing systems from scratch in three months by the closing date of the agreement. TELEO was extremely time-constrained to implement the transition, especially with CHCS operating a multitude of applications with an extensive variety of call flows, for users across multiple countries.
Synoptek instituted a single, shared dial plan to aggregate consumption on an open platform, significantly lowering the cost of usage across the board. We migrated the client from its legacy premise-based Cisco Call Manager to Microsoft Teams Phone System via Direct Routing, allowing CHCS’ team to have access to their applications, documents, and telephony capabilities in a single, cloud-based team collaboration software.
We migrated their call center to Synoptek’s Five9 next-generation contact center application, integrating all of their communication channels and call flows. This new system not only enhanced CHCS’ Real-Time Communication (RTC), but their reporting capabilities as well. In addition, we deployed a Software-Defined Wide Area Network (SD-WAN) to manage traffic across new networks. This provided them with the multiple connection types they required along with higher capacity bandwidth to support their volume and growth, which not only magnified network visibility but also centralized management throughout the system.
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