South Dublin County Council (SDCC)

To modernise communications systems, improve remote work capabilities, and enhance customer service.

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.

The project required:

• Migration from legacy voice systems to Microsoft Teams
• Integration with existing Microsoft 365 (O365) environment
• Deployment of a native contact centre solution
• Enablement of flexible, hybrid work across departments
• Seamless transition with minimal disruption
• Training and support for staff adoption

SDCC selected Luware Nimbus as its preferred contact centre solution. Fully integrated with Microsoft Teams, Nimbus provides cloud-first agility, advanced call routing, queue management, and intuitive interface, all key to maintaining a high standard of public engagement.

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.

Key differentiators included:

• A step-by-step migration strategy aligned with SDCC’s operations
• Deep knowledge of Microsoft’s ecosystem
• Proven ability to collaborate with internal teams and third-party providers
• Commitment to long-term value, not just short-term fixes

VEI Global began with a phased migration strategy. The first step integrated SDCC’s existing technology stack with Microsoft 365, allowing for a smooth transition with no service interruptions. This transitional approach helped staff adapt to the new platform while preserving existing workflows.

Next, VEI Global implemented Luware Nimbus, delivering a scalable and intuitive contact centre experience. Nimbus was chosen for its seamless Teams integration, ability to support hybrid work, and flexibility in managing agent and queue-based interactions.

Throughout the project, VEI Global collaborated closely with SDCC’s IT leadership, communications teams, and internal stakeholders. 

Our project team included a dedicated Solutions Architect, Project Manager, and Implementation Engineers, supported by Luware as the platform partner.

The primary challenges included:

• Ensuring zero downtime for essential services during migration
• Maintaining customer service levels throughout the transition
• Migrating to a fully cloud-based environment
• Achieving high staff adoption of new technologies

VEI Global overcame these challenges by:

• Leveraging SDCC’s existing Microsoft 365 investments
• Offering customised training and onboarding
• Carefully planning the shutdown of legacy systems
• Implementing Luware Nimbus for its user-friendly, Microsoft-certified platform

The result was a future-ready, cloud-optimised solution that supported SDCC’s digital transformation goals.

The Result?

The four-month rollout delivered:

• A fully integrated Microsoft Teams environment
• A native contact centre solution with full compliance and advanced reporting
• A platform that supports hybrid work and scalable operations
• Enhanced public service delivery through faster, more reliable communications
• Reduced infrastructure complexity and lower operational costs

Staff can now collaborate and respond to queries more efficiently. Real-time data insights from Luware Nimbus allow SDCC to make informed decisions, allocate resources effectively, and continuously improve public engagement.

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.