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Future-Proofing Voice with AI: Insights from Alistair Pidd
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In this episode of The Bridgecast, host Scott Kinka sits down with Alistair Pidd, Professional Services Director at Pure IP, to demystify the complex world of enterprise voice in the age of hybrid work. They unpack Microsoft Teams voice integration strategies, including Calling Plans, Direct Routing, and Operator Connect, while offering practical advice on contact center migrations, global architecture, and maintaining legacy workflows.
From directory hygiene to Copilot’s emerging role in voice, Alistair shares invaluable insights for IT leaders navigating telephony modernization. Whether you're optimizing UCaaS or tackling compliance challenges, this episode is your guide to building a resilient, future-ready voice strategy.
Episode Highlights:
- 12:23 Strategic Migration to Modern Voice Platforms
Alastair emphasizes the importance of identifying quick wins when transitioning to cloud communications while maintaining critical legacy systems. Organizations should start by moving basic telephony functions and back-office operations that don't require specialized hardware or analog systems. The approach requires developing a clear inventory of existing systems and understanding which components can be migrated easily versus those requiring more complex integration. IT leaders should focus on sites with basic telephony needs first, while maintaining awareness of how legacy and new services can coexist. This enables organizations to modernize their voice infrastructure incrementally without disrupting critical business operations.
- 21:37 Understanding Microsoft Teams Voice Integration Options
The evolution from basic calling plans to more sophisticated integration options has created three distinct paths for enterprise voice integration: Calling Plans, Direct Routing, and Operator Connect. Each option offers different levels of control and complexity, with Calling Plans providing basic functionality, Direct Routing offering complete control but requiring technical expertise, and Operator Connect striking a balance between functionality and ease of implementation. Organizations need to evaluate their technical capabilities, existing infrastructure, and specific requirements to choose the right approach.
- 33:45 Teams Contact Center Implementation Strategy
Microsoft Teams' native queue functionality provides a cost-effective solution for internal service desks and basic call distribution needs, offering essential features like team visibility and basic reporting. However, organizations requiring advanced features like omnichannel support or skills-based routing should consider Microsoft's three-tier contact center framework: Connect, Extend, and Unify. The tiered approach allows organizations to match their contact center needs with the appropriate level of integration and functionality.
- 42:02 Directory Services Optimization for Teams Voice
Proper directory service management is crucial for successful Teams voice deployment. Three key areas require attention: removing legacy Skype for Business attributes, updating user location information, and maintaining accurate number assignments. These elements directly impact user experience and system functionality, particularly in operator connect scenarios. IT leaders should conduct a thorough directory cleanup before migration to prevent service desk issues and ensure smooth implementation.
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