By Insight Editor / 3 Jun 2020 / Topics: Modern workplace Unified communications
Facts at a glance
Client industry:
Electric power holding & delivery
Size of company:
30,000+ employees
Challenge:
The company had an Enterprise Agreement (EA) with Microsoft for voice message services for approximately 30,000 users. The agreement was set to expire soon and the renewal was cost-prohibitive.
Solution:
We proposed to use the client’s existing EA with Cisco for unified communications, allowing us to take advantage of existing software and licensing.
Results:
- Implemented a unified messaging solution supporting 30,000+ users
- Delivered ahead of deadline, transitioning users well before the Microsoft EA expired
- Ensured minimal interruption to users
Solution area:
Insight’s Connected Workforce solutions are a suite of end-user compute offerings designed to simplify IT management while improving connectivity and collaboration.
For one company tasked with providing power to millions of households and businesses across the country, efficiency and affordability are always top of mind. When the company’s Microsoft® Enterprise Agreement (EA) came up for renewal and the price to renew was cost-prohibitive, business leaders decided it was time to start looking for a more affordable solution. However, not renewing the contract meant the company would be facing a very tight deadline. They’d also have no option to extend since doing so would mean risking a loss of service entirely.
When the novel coronavirus began to spread throughout the state, the providers found themselves facing an influx of inbound calls regarding public safety concerns, testing opportunities, treatment options and virtual care sessions. Although the organization had set up a free online screening tool to help ease the burden on its staff, it found that calls were still its primary source of patient contact.
The team needed a better technique to provide triage to inbound callers so that its members could collect patient information upfront and categorize cases according to severity and specialization.
With its Microsoft EA expiring soon, the company had to work fast to find a new messaging solution for its 30,000+ users. The company decided to engage Insight, who had been a reliable partner since 2004.
Insight engineers had assisted with the deployment of the company’s first Cisco® Unified Communications Manager (CUCM) instance and continued to manage upgrades and maintenance of the systems ever since. Insight had also been managing the client’s Unified Contact Center Enterprise (UCCE) instance since 2017 via our Remote Network Operations Center.
Due to our long-standing relationship as a preferred IT services provider for the client, they had no trouble calling us in to consult when they needed some expert advice.
At the time the client was searching for a new messaging solution, Insight was already engaged with them in a migration project for a Cisco® Unified Communications Manager (CUCM) mega cluster, which included new hardware and software.
Within the scope of that project, our engineers had deployed Cisco Unity Connection to more than twenty thousand users. We migrated those users from a legacy AVAYA conference bridge to Cisco Meeting Server, while also completing the migration of a Cisco Enterprise Contact Center.
Knowing that the client was already making a number of investments in Cisco technologies for Unified Communications (UC), we proposed making the switch from Microsoft to Cisco for unified messaging. In so doing, we’d be able to leverage the client’s existing software and licensing to save on costs. With this strategy, we’d also be able to move much faster since the client had already deployed much of the technology needed to enable voice messaging with Cisco.
After completing a full assessment of the client’s current messaging solution, we confirmed our suspicion that Cisco would be the best solution for the client’s needs. The existing mega cluster project provided the perfect foundation for a switch to Cisco for unified messaging.
Using the hardware we’d already deployed in service of the mega cluster project, we just needed a few more elements to complete a full cutover from Microsoft to Cisco. Our engineers installed five Cisco Unity Connection clusters, containing a total of 10 virtual servers, across six data centers. With these additional clusters, we were able to support all 30,000+ users on the new system.
Over a short, two-month period, we assisted in migrating users from Microsoft to the new Cisco-based solution, ensuring users had minimal disruption in service. We completed the transition on time and on budget, even wrapping up the project ahead of schedule. With the new system in place, users can enjoy similar unified messaging capabilities, while the company was saved from having to renew its Microsoft® EA.
Since its quick creation and delivery, the new Cisco unified messaging system has been working well for the client. Through the successful delivery of this and other projects, Insight has become a trusted advisor and go-to partner for all of the client’s Unified Communications (UC) needs.
In thinking back on all the service engagements we’ve done together throughout the years, the client’s Insight account executive said, “Insight’s team of knowledgeable UC resources and support staff have delivered positive results on multiple projects with minimal disruption to the business. These projects have been delivered on time, on budget and have met and exceeded our client’s value expectations.”
In closing out this project, the client commented, “Congratulations on another successful cutover! Team Unity swept the voicemail World Series 4–0.”
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