Client story Insight’s Teams Phone Solution Enhances Communication for UK Police Force

Background

The largest non-metropolitan police force in England and Wales needed to modernise its Legacy PBX system. Serving a growing population with diverse needs, the force needed a solution that was cost-effective, flexible and met strict compliance requirements. Insight, with its expertise in Unified Communications, was selected to deliver this critical migration.

Challenge

Migrating from a legacy Private Branch Exchange (PBX) telephony system that was nearing its end-of-life presented numerous challenges.

As one of the country’s largest police forces, a Microsoft Teams telephony solution needed to consider unique compliance requirements, such as recording regulations and data retention policies that ensure relevant information is stored securely and accessible when legally required. The new solution also needed to handle specific and complex user requirements, including making external calls from a shared number and enabling staff to work from anywhere.

Finally, the migration to a Microsoft Teams phone solution could not disrupt any of the force’s critical operations.

Solutions and outcomes

Insight worked with a UK Police Force to design and implement a modern, secure and scalable Microsoft Teams Phone solution.

Insight’s multi-phase approach began with a thorough assessment of the force’s existing Avaya PBX-based infrastructure, which included persona mapping. After reviewing the unique requirements, Insight captured and migrated all critical data, configured Microsoft Teams features like auto-attendants and call queues, and deployed custom automation tools to improve the user experience and streamline management.

A critical aspect of the new solution was Microsoft Teams Shared Calling. This enabled users to make outbound calls using a shared number, which has helped reduce costs. The solution was also tailored to adhere to all relevant regulations and data protection standards, with downtime kept to a minimum throughout.

The Police Force now benefits from a modern, flexible and cost effective communication system that meets operational needs. The solution has improved collaboration and efficiency across the force, while enabling remote working and greater mobility for users.

Leveraging existing Microsoft 365 licences and implementing cost saving features, Insight has enabled the force to achieve a 100% saving on new telephony hardware and associated maintenance contracts. This successful implementation has modernised the force’s communications infrastructure and ensured its ability to continue to serve and protect the community.

Why Insight?

The UK Police Force chose Insight thanks to its proven expertise in Microsoft Unified Communications and Teams Telephony.

As a Microsoft-recommended partner, and leading solutions integrator, with a strong understanding of the specific needs of police forces, Insight was uniquely positioned to deliver a successful migration.

Insight’s expertise in migrating from legacy PBX systems to Microsoft Teams, coupled with a commitment to cost- effectiveness and compliance, made it the ideal partner for this complex project.