Greenlight Voice Deployment

Our Client

(due to NDAs, the company name cannot be disclosed)

Our client represents a consortium of leading universities and provides a service helping thos who aspire to study at major universities to gain the necessary qualifications to achieve the entry requirements.

The client’s team operate around the globe.

The Challenge:

Our client has a team of staff based around the world who need to be able to have the full functionality of an integrated VoIP telephony solution. That includes not only making voice calls but also integrating with diaries, checking availability and presence, integrating with other applications and more. The client’s telephony solution was piecemeal, some using their own paid-for services, some using a corporate line. The requirement was to implement a single telephony service that enable users to contact each other, to contact clients and for the service to be managed centrally, billed centrally, costs known by all.

Greenlight Computers Solution

Greenlight Computers worked with the client to deploy our Greenlight Voice solution:

• Integrated with Microsoft Teams
• Call, message or chat from desktop or mobile app
• Easy to manage IVR call queuing and call routing
• Inclusive DDI level reporting
• Visibility of presence status across telephony and MS Teams
• Known calling costs, including fore international calls.

The Greenlight team implemented the following process for the client:

• Spent time with the organisation to understand what deliverables they needed from the solution.
• Assessed the shape and nature of the users (quantity of users, geographic dispersion), technologies being used (Windows and Mac users), what licenses were needed and the most suitable deployment method for the company.
• Set up the VoIP Platform and created their organisation based upon what had been learned from the detailed discussions and meetings with the organisation.
• Carried out an initial trial of a few key users in the organisation.
• Took the learning points from the trial, made the necessary adjustments and then created a roll-out plan.
• Took a train the trainer approach, carried out user training of key users within the organisation.
• In that training not only did we provide awareness and understanding but also answered user questions which included topics from call pricing to handling notifications, call diverts etc
• Once the key user training had been completed, and those users had a chance to work with the system, then rolled it out to all users.
• Setup Reporting for the key stakeholders.

Within a few days of rolling out Greenlight Voice to all users the solution was delivering what the client had requested. As a result of this thorough approach the roll-out went without difficulties and the number of support calls rapidly fell to none.

Benefits delivered: 

• All the team across the globe working on one system with the same functionality, centrally managed and updated.
• Staff can work from the office or remotely and remain contactable. Users will instantly see who’s available and connect with them.
• Easy to administer; add and remove users, view team activity, change messaging, announcements, on hold music etc.
• Simple to understand licensing with known costs for add-on’s.
• Integrated with clients own instance of Micrososft 365.
• All the benefits of Micrososft Teams Phone.
• Simple call handling; group pickup, call groups, call transfers etc.
• Expert backroom support – Greenlight available to handle support requests.
• CRM integration.
• Our client has in Greenlight a Single Point of Service; a partner who can also deliver broadband and mobile telephony, plus IT support services.