Automation, M365, and a contact-centre move.
A technology services firm needed less manual toil, a more reliable contact centre, and a modern Microsoft 365 workplace — delivered as one programme.
The challenge
Manual, repetitive workflows were consuming team time and driving up operational cost. The U.S. call centre ran on Webex with reliability and reporting gaps. And the firm wanted a modern, managed Microsoft 365 workplace rather than ad-hoc endpoints.
These were three distinct problems that the firm wanted solved coherently, not by three disconnected vendors.
Our approach
We developed automation in Python and PowerShell to streamline the repetitive workflows — cutting manual effort and operational cost while freeing the team for higher-value work.
We migrated U.S. call-centre operations from Webex to 8x8, improving communication reliability and standing up detailed analytics to track performance against the old platform.
We built out the M365 estate — Azure Virtual Desktop for managed access, Intune for device management, and SharePoint for collaboration — with a backup solution behind it.
The outcome
Automation reduced manual workload and operational cost while lifting team productivity. The call centre moved to a more reliable 8x8 platform with reporting that made performance improvements visible.
Staff now work from a managed M365 environment — VDI, Intune-managed devices, and SharePoint — protected by backup.
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