Background
With a desire to standardize its global telephony and contact center infrastructure around a single platform, Berry Global adopted Microsoft Teams and AudioCodes Live complete calling and contact center solution. With the dedicated assistance of AudioCodes professional services team, the migration was successfully completed resulting in improved productivity, enhanced customer experience (CX) and reduced communications costs.
Berry Global Inc is a Fortune 500 global manufacturer of innovative plastic packaging and engineered products created to serve customers of all sizes around the world. Berry is headquartered in Evansville, IN, and operates over 250 locations worldwide with more than 46,000 employees.
For more information, visit the Berry Global website.
Objectives
Berry Global decided to undertake a major re-design of its communications infrastructure. A key motivator was the desire to reduce overall costs by consolidating and standardizing its communications platforms and carrier connections across all its global offices.
As a global enterprise, Berry relies on effective and reliable communication between its sites and with its customers and partners. However, due to a series of mergers and acquisitions over the years, its previous communications setup included a variety of disparate legacy PBX systems that were costly, complex and difficult to manage. To successfully modernize its communications infrastructure the company decided to migrate to Microsoft Teams unified communications (UC), which offered a unified platform for collaboration, messaging, voice, and video.
The team at Berry understood that the key to a successful migration was to collaborate with a trusted partner experienced in all aspects of the discovery, planning and execution phases of such a large-scale project. The partner would be responsible for:
- Global voice infrastructure planning and design
- Full core infrastructure and global site deployment
- Offering a fully managed service for five years
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Migrate to Microsoft Teams from a multi-site, legacy telecommunications environment made up of disparate PBXs
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Improve CX with a state-of-the-art Teams integrated contact center
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Reduce overall costs for equipment, maintenance and support services
"As a contact center engineer with over 15 years of experience with several platforms, I can confidently say that I’ve never encountered a company quite like AudioCodes. They actively listen to their customers and swiftly adapt to meet their requirements. If you’re utilizing Microsoft Direct Routing today and have the need for an omnichannel CX solution, do yourself a favor and consider AudioCodes Live and Voca CIC.”
Results
The close partnership with AudioCodes was a key factor in assisting Berry Global to achieve a seamless, rapid, and cost-effective migration to Microsoft Teams. As Michael Rapp stated, “Partnering with AudioCodes has been very successful. AudioCodes was the only partner out there that offered a true integration with Microsoft Teams.”
Berry now benefits from the simplicity of AudioCodes’ comprehensive Live for Microsoft Teams offering, coupled with the effective project leadership skills and unmatched technical knowledge of AudioCodes’ in-house experts. The result is a reliable Microsoft Teams UC voice and contact center experience that continuously delivers seamless global communications, high productivity, and an unmatched user and agent experience.
“As a contact center engineer with over 15 years of experience with several platforms, I can confidently say that I’ve never encountered a company quite like AudioCodes,” said Robert Kuper, Telecommunications Engineer at Berry. “They actively listen to their customers and swiftly adapt to meet their requirements. If you’re utilizing Microsoft Direct Routing today and have the need for an omnichannel CX solution, do yourself a favor and consider AudioCodes Live and Voca CIC.”
