A Teams-Native Contact Centre supporting 180.000 Residents

Supporting high-demand public services with a stable and scalable solution

Serving the community with care

This UK public sector organisation provides essential services to more than 180,000 residents, supporting individuals and families at every stage of life, from social care and housing to community services and local operations.

To deliver accessible, efficient, and reliable citizen support, the organisation runs an extensive customer service operation with 165 agents, working shifts from Monday to Saturday. Voice remains the primary channel today, while preparations are underway for a more modern, multi-channel future including email, web chat, and potentially WhatsApp.

“CC4Teams brought all our citizen interactions together in one platform within Microsoft Teams. It’s made communication clearer, faster,
and more personal, without changing how residents reach us.”

The challenge: moving to Teams without losing stability

For years, the organisation relied on a legacy contact centre solution. It delivered stability, but also limited progress.

A strategic decision had been made to move the entire organisation to Microsoft Teams for telephony, yet the existing contact centre could not support that transition. At the same time, continuity was critical. Residents relied on familiar access to services, and agents depended on established workflows.

The requirements were clear:

A seamless move to Microsoft Teams
No disruption to resident-facing services
No compromises on availability or quality
Strong long-term ROI, aligned with public sector funding models

Why CC4Teams was selected

A true Microsoft Teams-native solution
Among the shortlisted providers, CC4Teams was the only platform offering a fully embedded, Microsoft-certified Teams-native contact centre, not a connector, overlay, or bolt-on.

Cost-efficient for the public sector
Value for money mattered. CC4Teams delivered the required functionality at a cost aligned with public sector expectations.

Flexible enough for complex reporting needs
The organisation had specific reporting requirements that demanded custom scripting. CC4ALL was able to provide bespoke engineering, something most rigid platforms could not support.

“The move to a Teams-native contact centre was essential. CC4Teams provided the depth of integration, flexibility, and reliability
needed for a smooth transition without disrupting citizen services. Together, we delivered a stable platform today with the
capacity for smarter, future-ready improvements.”

Chris Davis
Managing Director, Beckett

Implementation: stability first, innovation next

The priority was simple: replicate the existing service without disruption.

CC4Teams was configured to mirror the familiar legacy environment. From a resident’s perspective, nothing changed. Agents were able to continue working without relearning daily routines, while IT gained a future-ready Teams-native foundation.

As the solution stabilised, new opportunities emerged:

Enhanced real-time and historical reporting
Native Teams workflows and supervision
Additional channels available on demand
Immediate integration options with systems such as SAP and Salesforce, without bespoke API development

What began as a like-for-like migration is now evolving into a strategic platform for future improvements.

“This organisation needed a Teams-native platform that could also support bespoke reporting and operational
complexity. CC4Teams delivered exactly that, a seamless fit inside Teams with the flexibility to
tailor key elements without disrupting service.”

Dan Horgan
Senior Partner Director, CC4ALL

Results: a reliable platform with room to grow

The primary objective, a smooth, stable transition, has been achieved.

With CC4Teams now well established:

Service continuity has been fully maintained
Supervisors benefit from clear insights through in-depth reporting
Agents are confident and comfortable in the Teams-native environment
The organisation has confidence in the platform’s ability to support future digital channels

As a high-expectation public sector organisation, performance, availability, and responsiveness are essential. CC4ALL has consistently met these expectations.

As a result, the organisation is now planning to extend its contract by a further two years, reflecting trust in both the solution and the partnership.

Citizen and agent experience

For residents
The migration was intentionally invisible. There was no disruption, no change in how residents made contact, and no impact on critical services.

For agents
After the expected bedding-in period, agents now work confidently in CC4Teams. The familiar Microsoft Teams interface reduces friction and keeps daily workflows consistent and straightforward.

“CC4Teams gave us a truly native solution inside Microsoft Teams, with the flexibility to meet our bespoke reporting needs. It strengthened our technical foundation without adding complexity.”

Public Sector IT lead

Looking ahead

With the foundational phase complete, the organisation is now expanding reporting to further improve citizen experience and operational efficiency. The option to add omni-channel functionality remains available, quickly, seamlessly, and without disruption.