- #Microsoft customer service phone number get human install
- #Microsoft customer service phone number get human upgrade
Importantly, it also set early expectations with telecom service providers around who would own specific functions.īringing myriad systems together under one centralized roof meant the team had to build a system that could handle exponentially greater amounts of data and functionality. It allowed them to manage interconnected voice and data environments across 80 locations. This enabled the team to bake in features like end-to-end visibility of metrics and telemetry into both first and third-party stacks. “That collaboration helped us build a successful solution.”Įarly input from these partners guided the architectural design. “We decided we were going to move to the cloud-after that was approved, we knew it was time to bring in our call center partners and their business representatives,” Bauer says.
#Microsoft customer service phone number get human upgrade
The key to the upgrade was the synergy between the OneVoice team and the call center teams scattered across the company, says Daniel Bauer, senior program manager on the OneVoice team. Four pillars of transformation drove the OneVoice team’s call center migration process. These initial workstreams became the pillars used to guide the transformation of the call management system. Partner ecosystem: This team made sure the needs of partners and third-party players were considered and integrated.Īdd-on investments: This group made sure cloud space needs were met, addressed personnel gaps, and pursued forward-looking opportunities. They were also tasked with calling out enhancements that should be made to the customer experience. To help manage all these workstreams, projects were divvied up into categories that each had their own dedicated team and mandate:Īrchitecture: This team considered network design and interoperability with the cloud.įeature needs: This group was charged with ensuring the new system would support business requirements and monitoring needs. The team also began preparations with the internal and external stakeholders that it would partner with throughout the upgrade. The OneVoice team kicked off Microsoft’s bid to remake its call management system with a complex year-long request for proposal (RFP) process. Worst of all, each of these systems was working in isolation.
Those phone systems consisted of 1,600 different phone numbers that were dispersed across 160 countries and regions. The call management system was made up of 170 different interactive voice response (IVR) systems, which were supported by more than 20 separate phone systems. Looking back, it was a tall order for Hayes and the OneVoice team, the group in charge of the upgrade at Microsoft Digital, the engineering organization at Microsoft that builds and manages the products, processes, and services that Microsoft runs on.
“We needed to get this right because our call management system is one of the company’s biggest front doors.” “These phone calls are how Microsoft talks to its customers and its partners,” says Matt Hayes, principal program manager of the OneVoice team.
#Microsoft customer service phone number get human install
Not only did Microsoft install an entirely new call management system (which is now fully deployed), it did so on next-generation Microsoft Azure infrastructure with global standardization, new capabilities, and enhanced integration for sales and support. – Matt Hayes, principal program manager, OneVoice team We needed to get this right because our call management system is one of the company’s biggest front doors. These phone calls are how Microsoft talks to its customers and its partners. The highly complex system was 20 years old and difficult to move on from when, five years ago, the company decided a transformation was needed. Overhauling the call management system Microsoft used to make 70 million calls per year has been a massive undertaking.
0 kommentar(er)
