AudioCodes Case Study

Berry Global

Global migration to a consolidated calling and contact
center solution for Microsoft Teams

Customer
Berry GlobalWebsite
www.berryglobal.com
Location
Evansville, Indiana, USA
Industry
Manufacturing

Executive Summary
With a desire to standardize its global telephony and contact center
infrastructure around a single platform, Berry Global adopted Microsoft
Teams and AudioCodes Live complete calling and contact center
solution. With the dedicated assistance of AudioCodes professional
services team, the migration was successfully completed resulting inimproved productivity, enhanced customer experience (CX) and reducedcommunications costs.

Customer Profile
Berry Global is a Fortune 500 global
manufacturer of plastic packaging andengineered products, with more than 46,000
employees at over 250 locations worldwide.

Objectives:• Migrate to Microsoft Teams from a multi-site,
legacy telecommunications environment
made up of multiple PBXs

• Improve CX with a state-of-the-art Teamsintegrated contact center• Reduce overall costs for equipment,
maintenance and support services

AudioCodes Solutions• AudioCodes Live for Microsoft Teams• Voca Conversational Interaction Center• Microsoft Teams Rooms Solutions

Benefits:
migration to Microsoft Teams

Background

PSTN and legacy voice platforms

Berry Global Inc is a Fortune 500 global manufacturer of innovative• Seamless, rapid, and cost-effective• Reliable, scalable voice connectivity with
• Enhanced CX with an AI-first, Teams-

plastic packaging and engineered products created to serve customers• Globally standardized voice solution, contactof all sizes around the world. Berry is headquartered in Evansville, IN, andintegrated contact center

center and hybrid meeting experience
across the entire company• Expert assistance and support throughout
the migration process• Significant boost to employee productivity

1

operates over 250 locations worldwide with more than 46,000 employees.
For more information, visit the Berry Global website:www.berryglobal.com

Objectives
Tosuccessfully

modernizecommunications

its

Berry Global decided to undertake a major re-design of its communications

infrastructure

infrastructure. A key motivator was the desire to reduce overall costs

the company decided to migratetoMicrosoft

Teams

unifiedcommunications (UC), which offereda unified platform for collaboration,
messaging, voice, and video.

by consolidating and standardizing its communications platforms andcarrier connections across all its global offices.
As a global enterprise, Berry relies on effective and reliable communication
between its sites and with its customers and partners. However, due
to a series of mergers and acquisitions over the years, its previous
communications setup included a variety of disparate legacy PBX
systems that were costly, complex and difficult to manage. To successfully
modernize its communications infrastructure the company decided tomigrate to Microsoft Teams unified communications (UC), which offereda unified platform for collaboration, messaging, voice, and video.
The team at Berry understood that the key to a successful migration wasto collaborate with a trusted partner experienced in all aspects of thediscovery, planning and execution phases of such a large-scale project.
The partner would be responsible for:•Global voice infrastructure planning and design•

Full core infrastructure and global site deployment•

Offering a fully managed service for five years

Solution
By adopting AudioCodes Live complete

Berry selected AudioCodes as its partner to guide it through the complex

calling and contact center solution

process of migrating to Microsoft Teams. By adopting AudioCodes Livefor Teams on a monthly subscription
basis, Berry was able to deploy all
required elements of the end-to-end
solution along with expert planningand implementation services in ahighly cost-effective and standardized
manner across its offices worldwide.

complete calling and contact center solution for Teams on a monthly
subscription basis, Berry was able to deploy all required elements of theend-to-end solution along with expert planning and implementation
services in a highly cost-effective and standardized manner across its
offices worldwide.
AudioCodes provided a dedicated project team, including a project
manager, technical staff, and support organization. AudioCodes also
provided guidance on service provider selection, implementing andconfiguring hardware and overseeing the project implementation.
Commenting on the partnership and tight collaboration with AudioCodes,Michael Rapp, IT Director at Berry Global, said, “I look at AudioCodes as apartner 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.”
The overall solution designed and implemented by AudioCodes included
a number of critical elements:2•Voice infrastructure and connectivityThe first step in Berry’s Teams Phone implementation was to“I look at AudioCodes as a partner ofensure seamless voice connectivity with the PSTN. To achieve this,Berry Global, an extension of our team.

Berry adopted AudioCodes’ certified Direct Routing session border

They have been there at every step of thecontrollers (SBC) in a high availability configuration to offer scalable,

way and provided us with all we needed.”reliable and resilient inbound and outbound calling services. UsingMichael Rapp,

AudioCodes SBCs enabled Berry to consolidate its PSTN interfaces toIT Director, Berry Global

simplify management of the company’s voice network and reduce
communication costs.
Thanks to AudioCodes SBCs and MediaPack analog gateways, Berry
could facilitate coexistence between its legacy PBXs and criticalanalog devices and the Teams environment, thus helping to ensure asmooth and gradual migration at the company’s own pace.

•Contact center
A reliable and flexible contact center solution is essential for any
successful multinational company to ensure customer satisfaction.
Berry Global is no exception in this regard. Having experienced issues
with its previous vendor, Berry was keen to find a reliable and flexible
replacement.

Berry successfully implemented
Voca for both its customer-facing

Fortunately, AudioCodes was able to help in the shape of the award-contact center and also for internal

winning Voca Conversational Interaction Center (CIC). Voca CIC

departments, such as IT, accounts andis an AI-first, omnichannel, Microsoft-certified contact center that

inside sales.

streamlines agent and customer experience thanks to its Azurenative integration with Teams. Berry successfully implemented Vocafor both its customer-facing contact center and also for internaldepartments, such as IT, accounts and inside sales.

•Meeting room devices
One of the most compelling aspects of Microsoft Teams is its support
for high-quality video conferencing, bringing teams together fromall over the world. This is critical for a company like Berry with a truly
global workforce. With many meetings carried out in hybrid modewith some participants in the office and others joining remotely, it is
crucial that all participants can enjoy full collaboration, to hear andAudioCodes provided Berry with awide range of MTR devices to meet theneeds of meeting rooms of all sizes andprovide an excellent user experience forall participants, wherever they may belocated.

be heard, to see and be seen throughout the session
To ensure high-quality hybrid meetings for all its employees, Berryadopted AudioCodes cost-effective, certified Microsoft Teams Room(MTR) solutions. AudioCodes provided Berry with a wide range of MTR
devices to meet the needs of meeting rooms of all sizes and provide
an excellent user experience for all participants, wherever they maybe located.

3•IP phones

Using AudioCodes Microsoft-certifiedStandardization was one of Berry’s key objectives for its global TeamIP phones, the company was able tomigration. Using AudioCodes Microsoft-certified IP phones, theadopt a standard solution across allcompany was able to adopt a standard solution across all its sites

its sites globally, offering all users aglobally, offering all users a common user interface and physicalcommon user interface and physicaldevice.

device. This helps reduce training costs and simplifies support efforts.

•Management tools
A large global voice network like Berry’s requires efficient management
and constant monitoring to ensure its employees, business partners
and customers can enjoy reliable and high-quality voice services.
AudioCodes One Voice Operations Center (OVOC) offers Berry asingle pane of glass approach for managing and monitoring its entire
voice network from a central location. OVOC allows Berry’s IT teams
to promptly identify potential network and voice quality issues so

AudioCodes One Voice Operations
Center (OVOC) offers Berry a single
pane of glass approach for managing
and monitoring its entire voice networkfrom a central location.

that they can be rapidly mediated and resolved before they become
service affecting.
For its global deployment of MTRs and IP phones, Berry uses AudioCodes
Device Manager to commission, configure and monitor devices in anylocation. Through its easy-to-use UI, Device Manager allows Berry’s
IT team to monitor device activity, troubleshoot performance issues
and perform bulk activities, such as software upgrades, remotely.

4Results
The close partnership with AudioCodes
was a key factor in assisting Berry Global
to achieve a seamless, rapid, and costeffective migration to Microsoft Teams.

The close partnership with AudioCodes was a key factor in assisting Berry
Global to achieve a seamless, rapid, and cost-effective migration toMicrosoft Teams. As Michael Rapp stated, “Partnering with AudioCodes
has been very successful. AudioCodes was the only partner out there thatoffered a true integration with Microsoft Teams.”
Berry now benefits from the simplicity of AudioCodes’ comprehensive
Live for Microsoft Teams offering, coupled with the effective project
leadership skills and unmatched technical knowledge of AudioCodes’
in-house experts. The result is a reliable Microsoft Teams UC voice andcontact center experience that continuously delivers seamless global
communications, high productivity, and an unmatched user and agent“[AudioCodes] actively listen to theircustomers and swiftly adapt to meettheir requirements. If you’re utilizing
Microsoft Direct Routing today andhave the need for an omnichannel CX
solution, do yourself a favor and consider
AudioCodes Live and Voca CIC.”
Robert Kuper,“As a contact center engineer with over 15 years of experience with several
platforms, I can confidently say that I’ve never encountered a company
quite like AudioCodes,” said Robert Kuper, Telecommunications Engineer
at Berry. “They actively listen to their customers and swiftly adapt to meettheir requirements. If you’re utilizing Microsoft Direct Routing today andhave the need for an omnichannel CX solution, do yourself a favor andTelecommunications Engineer, Berry Global

consider AudioCodes Live and Voca CIC.”

Naimi Park, 6 Ofra Haza Street, Or Yehuda, Israel
Tel: +972-3-976-4000©2024 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia, Mediant,MediaPack, What’s Inside Matters, OSN, SmartTAP, User Management Pack, VMAS, VoIPerfect, VoIPerfectHD,Your Gateway To VoIP, 3GX, VocaNom and AudioCodes One Voice are trademarks or registered trademarksof AudioCodes Limited. All other products or trademarks are property of their respective owners. Productspecifications are subject to change without notice.

80 Kingsbridge Rd - Piscataway, NJ 08854
Tel: +1-732-469-0880
www.audiocodes.com

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