Alzheimer’s Research UK is the UK’s leading dementia research charity, dedicated to the causes, diagnosis, prevention, treatment, and cure of Alzheimer’s. Their research challenges the ways people think about dementia, and crucially, provides the funding to help leading scientists make breakthroughs that will change lives.
Replacing their telephony system was the answer, but the type of telephony solution was the question.
Users within the organisation were already using Teams, so Alzheimer’s Research UK were looking at the choice of two solutions: Microsoft’s Phone System or TeamsLink. Due to the nature of their business, and their income riding on the results, Alzheimer’s Research UK needed full contact centre functionality as well as the highest of SLAs.
Due to these requirements, Risc IT Solutions recommended TeamsLink. TeamsLink is hosted on their own servers meaning there’s additional business protection from outages. TeamsLink also met their stringent compliance needs, had full contact centre capabilities that were easy to manage, and was intuitive for their end users, making it the perfect solution.
Before onboarding, Alzheimer’s Research rightly undertook due diligence, speaking to existing customers of Risc, and meeting with TeamsLink. To demonstrate proof of concept, we deployed the solution to a small team operating alongside their existing system in a hybrid capacity to unearth any regional issues with call quality and usability. This test ran for a month with the solution working seamlessly.
Whilst there was already a high level of security across the organisation, Risc IT fine tuned this and enabled a foundation of controls to ensure users would follow best practice.
Although being able to work easily and securely from home was the top priority, we knew that most staff would return to the office in some capacity once it was safe. In preparation for their eventual return, we recommended YeaLink room system. This is a wireless Teams telephony device that works alongside TeamsLink and allows simple and inclusive multiparty collaboration. It brings the functionality of Teams to a face to face meeting and is ideal for hybrid office and remote working.
Just before the switch over date, a tailored training package was delivered so users had hands on experience of their new solution and were confident with its functionality.