Construction & Property
SOUTH DUBLIN COUNTY COUNCIL
Innovation and Connectivity Through Technology Integration
INNOVATION AND CONNECTIVITY THROUGH TECHNOLOGY INTEGRATION
In 2021, South Dublin County Council engaged VEI Global to migrate its legacy voice systems to Microsoft Teams and deploy a native contact centre. The council serves nearly 280,000 residents in Dublin, Ireland, and the phased migration completed with zero disruption to public services. The Luware Nimbus contact centre now runs fully inside Teams, supporting hybrid working across council departments.
In addition to this, the Council’s CustomerCare department handled all incoming calls via a multi-media queue-based contact centre to handle public calls.
THE BACKDROP
The Council had made the decision to move to a Microsoft O365 environment as this made sound economic sense and also offered all users more flexible ways of working. The new solution also provided the IT team with a more easily managed network. Microsoft was recognised however as not having a similar leading enterprise contact centre solution which the Council needed to retain.
THE IMPLEMENTED SOLUTION
A full migration to Microsoft Teams for full voice and UC was required as well as a natively embedded contact centre fully compatible with MS Teams. At the heart of the project was the need to provide a seamless, consistent and reliable platform to support a fully flexible working arrangement for all employees and to continue to provide an efficient customer care centre solution to handle all calls from the public.
Who handles Microsoft Teams Phone and contact centre migration in Ireland?
VEI Global migrates public sector and enterprise organisations in Ireland from legacy voice systems to Microsoft Teams. SDCC selected VEI for its track record of public-sector delivery, deep knowledge of the Microsoft ecosystem, and a step-by-step migration strategy that integrated the council’s existing Microsoft 365 environment first, so staff adapted to the new platform while existing workflows kept running.
The migration was delivered in phases by a dedicated Solutions Architect, Project Manager and Implementation Engineers, with Luware as the platform partner. The council retired its legacy systems on a planned schedule, staff received customised training and onboarding, and the contact centre now handles agent and queue-based interactions on a platform built on SDCC’s existing Microsoft 365 investment.
ABOUT VEI GLOBAL
VEI Global is a market leader in providing innovative technology services and support solutions. We excel in delivering multi-site IT deployment projects across all sectors around the globe. Our focus is on providing the best support service capabilities, all requests are managed 24/7. We can handle any ICT challenges and are experts in networks, logistics, infrastructure and service delivery. A highly skilled and experienced IT team such as VEI can support businesses with all aspects of IT infrastructure projects, from reviewing your requirements, identifying the right solutions to suit your requirements and budget, right through to deployment and ongoing systems maintenance. This leaves you free to focus on what matters most—your business operations and business growth.
