That’s when we stepped in.

We began by setting up temporary call forwarding using Microsoft Teams Operator Connect, ensuring that the company’s main lines stayed active while we built a longer-term solution. From there, we gradually transitioned users who had direct Avaya lines into Microsoft Teams—no desk phones, no disruptions, just a smooth move to a platform their team was already using every day.

Once the transition was complete, the difference was immediate. Employees were now making and receiving calls right from their Microsoft Teams client—no extra training needed. More importantly, they weren’t tied to their desks anymore. Calls followed them whether they were in the office or remote, and new features like call routing, voicemail-to-email, and mobile accessibility opened the door to a completely new way of working.

And the IT team? They looked like heroes. Not only did the shift cut their telephony bills by nearly 50%, but the upfront investment was a fraction of what a legacy system overhaul would have cost—especially important given how sudden and untimely the system failure had been. There was no hardware to install, no contractors to coordinate, and no interruptions to manage.

What started as a response to system failure became a full digital transformation. Now, instead of managing outages, the company is managing growth—with a communications system built for how work actually happens today.