At AudioCodes, we believe that our advanced communications software, products and productivity solutions represent the highest quality and best value in today’s ultra-competitive economy. Read on to see how our technology and expertise helped USA-based Berry Global create a consolidated calling and contact center solution for Microsoft Teams.
The Customer
Berry Global Inc is a Fortune 500 global manufacturer of innovative plastic packaging and engineered products, serving customers of all sizes around the world. The company operates in more than 250 locations worldwide with over 46,000 employees.
The Challenge
In 2020, Berry Global initiated a major overhaul of its communications infrastructure to cut costs by streamlining platforms and carriers globally. As a global enterprise, Berry relies on effective and robust communication between its sites and with its customers and partners. However, the company grappled with a patchwork of expensive and unwieldy legacy PBX systems due to past mergers and acquisitions.
To modernize their communications infrastructure, Berry chose Microsoft Teams as a unified platform for collaboration, messaging, voice and video. Understanding the complexity of the task at hand, Berry sought a seasoned partner for the migration. This partner would handle global voice infrastructure planning, core infrastructure deployment and provide a fully managed service over five years.
The Solution
Berry chose AudioCodes as its partner for migrating to Microsoft Teams. By selecting the AudioCodes Live complete calling and contact center solution for Teams on a monthly subscription basis, Berry deployed the necessary components of the end-to-end solution globally in a cost-effective and standardized way. AudioCodes offered a dedicated project team, including a project manager and technical staff, providing guidance on service providers, hardware implementation and overseeing the project.
The solution provided by AudioCodes included several critical elements:
Voice Infrastructure and Connectivity
Ensuring seamless voice connectivity with the PSTN using AudioCodes’ certified Direct Routing session border controllers.
Contact Center
The implementation of the award-winning AudioCodes Voca Conversational Interaction Center (CIC) as a customer-facing contact center and also for internal departments, such as IT, accounts and inside sales.
Meeting Room Devices
The adoption of AudioCodes’ cost-effective, certified Microsoft Teams Rooms (MTR) solutions provided Berry with a wide range of devices to provide an excellent user experience for all meeting participants, wherever they are located.
IP Phones
By deploying AudioCodes Microsoft-certified IP phones, the company was able to adopt a standard solution across all its sites globally, offering all users a common user interface and physical device.
Management Tools
AudioCodes’ One Voice Operations Center (OVOC) offers Berry a single plane of glass approach for managing and monitoring its entire voice network from a central location, while AudioCodes’ Device Manager allows them to commission, configure and monitor IP phones and meeting room devices in any location.
The Results
Berry Global migrated to Microsoft Teams smoothly, quickly and cost-effectively as a result of their strong and effective collaboration with AudioCodes.
Thanks to AudioCodes’ comprehensive Live for Microsoft Teams solution, Berry now benefits from a streamlined and integrated system along with the excellent project management abilities and superior technical expertise of AudioCodes’ in-house professionals.
The outcome is a dependable Microsoft Teams UC voice and contact center service that consistently offers smooth global communications, high efficiency and an unparalleled user and agent experience.
“I look at AudioCodes as a partner of Berry Global, an extension of our team. They have been there at every step of the way and provided us with all we needed.”
Michael Rapp, IT Director, Berry Global
Check out the short video at the top of this page to see the Berry Global-AudioCodes synergy in action.
UPDATE! Microsoft have just published their own version of this key case study on their portal. Don’t miss it!
