GCL Transitions to Microsoft Teams Phone

The Challenge

GCL had been relying on an Avaya VoIP phone system that no longer suited the way the business operated.

Calls were tied to desk phones, making it difficult for staff to stay connected when working remotely or moving between locations. As hybrid working became part of day-to-day operations, this lack of flexibility became increasingly apparent.

The business was already using Microsoft 365 and Microsoft Teams for internal communication, but telephony sat in a separate system. This created a disconnect between tools and introduced unnecessary complexity.

The Approach

GCL set out to implement a solution that would enable flexible working while remaining simple and intuitive for the team.

They required a system that would allow staff to make and receive calls from anywhere, on desktop or mobile, along with features such as call routing and automated greeting messages.

There was some initial uncertainty about moving away from desk phones. The team was accustomed to physical handsets, so transitioning to an app-based system represented a change in working habits.

Having worked with Konnetix for several years, GCL felt confident moving forward. The priority was to deliver a solution aligned to the business's needs and to ensure staff were supported and comfortable from day one.

The Solution

Konnetix implemented Microsoft Teams Phone across the business for all 22 users.

Calls are now handled through the Microsoft Teams app on desktop and mobile devices, enabling staff to work from the office, from home, or on the move without disruption. Two desk phones were retained where required, but reliance on physical hardware has been significantly reduced.

By consolidating calling and collaboration into one platform, communication is now more seamless and easier to manage.

The Migration

The move to Microsoft Teams Phone was completed smoothly, with no disruption to the business.

Even with the primary contact away during the migration, the project was delivered as planned. The system was configured, tested, and ready for use without issue.

The transition was straightforward, and the team adapted quickly. Any concerns about removing desk phones were short-lived, with positive feedback once staff began using the new system.

The Impact

Since making the switch, GCL has seen clear improvements in day-to-day communication:

• Staff can make and receive calls from anywhere, removing the need to be tied to a desk and making hybrid and remote working far more practical.
• Call management is simpler, with missed calls and voicemail messages easy to track within Microsoft Teams.
• Reducing physical hardware has freed up desk space and removed the need for additional cabling and equipment.
• The system is easier to manage, with no legacy platform to maintain and straightforward user provisioning.

The Result

GCL now has a communication system that supports the way the business operates, rather than holding it back.

Previously, taking calls away from a desk often meant workarounds or delays. Now, everything runs through Microsoft Teams, making communication more flexible, consistent, and easier to manage.