From Tendfor KCC to Microsoft Teams Telephony with Dynamics 365 Contact Center
OVAM wanted to modernize its KCC environment. The existing Tendfor solution no longer met the desire to assist citizens more quickly, personally, and scalably. Additionally, OVAM s…
Marc van Aerde | 365 Angels
Project Angel
The challenge
OVAM wanted to modernize its KCC environment. The existing Tendfor solution no longer met the desire to assist citizens more quickly, personally, and scalably. Additionally, OVAM sought closer integration with Dynamics 365 and a platform that intuitively supports employees and facilitates hybrid working.
The solution
365 Angels replaced the Tendfor KCC environment with Microsoft Teams Telephony in combination with Dynamics 365 Contact Center. Using Microsoft Copilot Studio, conversation flows, recognition of help requests, and self-service dialogues were developed, enabling staff to respond more quickly and citizens to experience more first-time fixes. We delivered a phased migration without disruption to primary customer contact, including adoption training, runbooks, and clear management agreements.
The results
Higher accessibility, better reporting, and a more pleasant employee experience. OVAM now has a unified platform for calling, routing, queues, and reports, with context from Dynamics 365 directly visible. The use of Copilot Studio makes it easy to optimize dialogues based on feedback and quickly publish new scenarios. Employees work entirely in Microsoft 365; supervisors manage using real-time dashboards and historical analyses.
What the client says
We zochten geen tool, maar een manier om burgers sneller én persoonlijker te helpen. Met 365 Angels en het Microsoft-platform is dat precies wat we nu doen. De overstap van Tendfor naar Teams Telefonie met Dynamics 365 Contact Center verliep verrassend vlot, zonder merkbare verstoring voor onze burgers. Dankzij Copilot Studio kunnen we gespreksflows continu verfijnen. Onze medewerkers krijgen betere ondersteuning en de inzichten in Dynamics maken het verschil.
Consultants involved
Written by
Marc van Aerde
Laden...Project Angel
Senior Microsoft 365 consultant met ruime ervaring in enterprise deployments en end-user adoption trajecten.
More success stories
Other client cases
City of Beringen: Modern telephony for 200+ employees via Microsoft Teams
The city of Beringen struggled with an outdated telephone system that was expensive to maintain and offered limited flexibility. With more employees working hybrid, there was a need for a modern telephony solution that worked seamlessly both in the office and at home. The existing infrastructure did not support mobile working, and adding new phone numbers was a time-consuming process.
DKM Customs belt across the borders
Being accessible by phone for all employees in Belgium, the Netherlands, England, Morocco, and Bulgaria via the Teams platform. The old telephone system was located in Belgium and in no way connected to the modern workplace. Thus, the 365 Angels came into contact with Cats & Dogs, the provider of the modern workplace at DKM Customs. This workplace is designed with Azure Virtual Desktop and Microsoft 365 apps, including Microsoft Teams. How do we integrate all these components? 365 Angels to the rescue!
Insights into telephony behavior and accessibility with Clobba
The municipality of Sittard-Geleen needed more control over telephony behavior and accessibility, particularly within the Customer Contact Center (KCC). Functional administrators lacked insight into the use of Microsoft Teams telephony and couldn't adequately support business inquiries with data.
Ready for your own transformation?
Let us help you with your digital transformation. Schedule a no-obligation conversation to explore the possibilities.
Schedule a meeting