AudioCodes Case Study

VanderlandeConverged UCaaS and CCaaS for Microsoft Teams

Executive Summary
Customer
Vanderlande
Websitehttps://www.vanderlande.com/
Location
Netherlands
Industry
Logistics and Manufacturing

Customer Profile

In 2020, Vanderlande, a global leader in logistic process
automation, initiated a transformative shift to Microsoft Teams

Phone in collaboration with AudioCodes Live for Microsoft
Teams. This marked a significant transition, setting the stage forfurther advancements. More recently,

Vanderlande leveraged

AudioCodes Voca Conversational Interaction Center (CIC) for
their mission-critical, 24/7 contact center operations, going froma costly and unreliable CCaaS to cost-effectiveness and resiliency
provided by Voca CIC.

Vanderlande specializes in providing innovative
logistic process automation solutions forwarehousing, airports and parcel sectors. Theyprioritize fast, reliable and efficient automation
technology to optimize their operations andprovide high-quality service to a global clientele
base.

Objectives:• Implement Microsoft Teams Phone andcontact center as-a-service (CCaaS)
through a single managed service provider.

• Ensure the selected solution’s resilience anddependability, supported by a thoroughand responsive support experience from themanaged service provider.

• Cultivate a collaborative and strategic

partnership with AudioCodes, focusing on a
deep understanding of their unique businessneeds.

• Discover a solution that aligns precisely

with their business requirements, leading toenhanced operational efficiency.

AudioCodes Solutions

Vanderlande is renowned for pioneering logistic process• Voca Conversational Interaction Centerautomation solutions prioritizing speed, reliability and efficiency

Benefits:with the AudioCodes Live for Microsoft Teams managed voice• AudioCodes Live for Microsoft Teams• Improved CCaaS uptime including

enhanced system reliability and availability• Strengthened SLA and responsive customersupport• Innovative AI-driven features and capabilities• Seamless integration with Microsoft Teamsand compatible with existing systems• Teams voice connectivity delivered as aservice on a monthly subscription basis• Significant cost savings

1

Backgroundacross diverse industries. Their journey with AudioCodes started
connectivity service which includes around the clock support from
AudioCodes global services team. With AudioCodes’ Microsoft-

Certified Direct Routing session border controller technology at its

core, AudioCodes Live provides seamless connectivity between
Teams and the PSTN delivered on a per-user per-month basis,
offering predictable costs and simplifying budgets.

Vanderlande’s Journey withAudioCodes Live for Microsoft Teams
By adopting the AudioCodes Livemanaged service, Vanderlande
not only preserved the stability
and performance of their Microsoft
Teams Phone system, but also
freed up their staff to focus on theircore operations.

In Vanderlande’s case, they leveraged AudioCodes Live forMicrosoft Teams service as the bedrock of their Teams Phone
deployment, placing trust in AudioCodes’ expertise to manageand support their Microsoft Teams environment. This service
encompasses a spectrum of functionalities dedicated tosimplifying the integration of Microsoft Teams with telephony andcommunication systems.

By adopting the AudioCodes Live managed service, Vanderlande

not only preserved the stability and performance of their Microsoft

Teams Phone system, but also freed up their staff to focus on
their core operations. This prior collaboration with AudioCodes,

tailored to enhance their telephony, instilled the confidence inVanderlande that AudioCodes was the right partner to entrustwith their contact center capabilities, ultimately resulting in amore robust and efficient communication ecosystem.

Vanderlande’s CCaaS migration toVoca CIC
Vanderlande sought a reliable andhighly available contact center
solution that meets their demand
for a stable, smoothly operating
experience that is able to satisfy
the critical services which they
provide globally.

Vanderlande’s experience with their previous contact center asa-service (CCaaS) vendor was marked by challenges related tostability, uptime and cost-effectiveness. Their contact centers,
including critical 24/7 hotlines, experienced ongoing disruptions,some lasting for extended periods. Vanderlande were dissatisfied
with the previous vendor’s support response times, sometimes
taking over a day.

Vanderlande sought a reliable and highly available contact center
solution that meets their demand for a stable, smoothly operating

experience that is able to satisfy the critical services which they
AudioCodes
provedtobea perfect fit from the start,
addressing Vanderlande’s uniqueneeds seamlessly. With a tailored
implementation AudioCodes
offering became nothing short ofa game-changer.

2

provide globally.

AudioCodes, understanding their needs, offered more than asolution – a strategic partnership. Vanderlande’s pursuit was about

precision alignment with their specific requirements. AudioCodes
proved to be a perfect fit from the start, addressing Vanderlande’s

unique needs seamlessly. With a tailored implementation,
AudioCodes offering became nothing short of a game-changer.

Objectives
In entering into a collaborative partnership with AudioCodes,

Vanderlande set out to achieve several key objectives for theircontact center. Their requirements included:•Enhancing

thestabilityandovercoming

previouschallenges in critical areas to ensure a more robust
communication infrastructure.

•Improving

callrouting

efficiency,

streamlining

theprocess of directing customer calls, reducing customer

wait times and optimizing customer service delivery byconnecting incoming calls to the most suitable agent.
•Leveraging Microsoft Teams Phone as the underlying,

consolidated

infrastructure

for

both

unifiedcommunications and contact center communications,with a managed CCaaS service that tightly integrates
with Microsoft Teams.
•Streamlining customer service operations by enhancing
the customer experience, focusing on service efficiency

and customer satisfaction and providing a superior levelof support to clientele.
•Addressing cost-related concerns and implementing asolution that is not only stable, but also cost-effective.

Solution
Vanderlande and AudioCodes
embarked on the developmentof a tailored solution designed tomeet their unique needs.

In close collaboration, Vanderlande and AudioCodes embarked
on the development of a tailored solution designed to meet theirunique needs. Leveraging their previously successful partnershipwith AudioCodes, Vanderlande selected AudioCodes Voca CIC as

their CCaaS solution. This strategic approach not only simplified
the integration of their communication infrastructure within

Microsoft Teams, but also opened the doors to advanced contact
center capabilities.

Voca CIC, a lightweight cloud-based contact center with built-in

conversational AI, is designed entirely for Microsoft Teams to unify
the customer and employee experience.

Voca CIC is based on an Azure-native integration with Teams andoffers a unique mix of contact center and voice expertise, making

it an ideal solution for organizations looking to modernize theircustomer experience (CX) capabilities with minimal upfront costs.
3In essence, Voca CIC provides
agents all the contact center
capabilities
theyneedandspreads modern CX capabilities
likeintelligent
routing,
selfservice intelligent virtual agents(IVAs), queuing and CRM to every
department in the company,
while using Microsoft Teams as acentralized one-app, one-screen
communications platform.

Key attributes of Voca CIC include:•Azure-native integration with Microsoft Teams.

•Agent interface with rich call controls, CRM information,availability, wrap-up and statistics.

•

Built-in conversational AI ready for out-of-the-boxusage.

•Unlimited skill and Teams presence-based routing
across every department.

•No-code drag-and-drop call flow designer.

•Secure multi-tenancy for multi-site organizations withseparate management and reporting.

•Real-time dashboards and historical reports for agent
activities, queue statistics and IVR performance.

In essence, Voca CIC provides agents all the contact center
capabilities they need and spreads modern CX capabilities like

intelligent routing, self-service intelligent virtual agents (IVAs),
queuing and CRM to every department in the company, while

using Microsoft Teams as a centralized one-app, one-screen
communications platform.

Results
Thecollaboration
betweenVanderlande and AudioCodes has
led to significant improvements
in Vanderlande’s communication
infrastructure.

The collaboration between Vanderlande and AudioCodes has led
to significant improvements in Vanderlande’s communication

infrastructure. Voca CIC now supports over 170 of Vanderlande’s
hotlines, including essential 24/7 mission-critical ones, using
AudioCodes Azure geo-redundant cloud.
This solution’s key benefits included:•Stable and reliable contact center environment including
high availability, minimal downtime, datascalability and consistent service.

•security,

Consolidation of unified communications and contact
center through the transition to Microsoft Teams Phone,resulting in a more cohesive and efficient environment.

•Integration of advanced contact center capabilities,•Introduction of conversational AI features that enrichedenhancing call routing efficiency and agent productivity.

customer insights, streamlined customer operations andsubstantially improved the overall customer experience.

4•Teams voice connectivity delivered as a service on a•

Facilitation of a deeper understanding of customer•

Streamlined customer service operations, resulting inmonthly subscription basis.
behavior and preferences.

improved customer experience.

Crucially, Voca CIC provides Vanderlande with a sense of peace“VocaCIC,poweredby
AudioCodes, has transformed ourcustomer service at Vanderlande.
Integrating our contact centerwith Microsoft Teams has not only
optimized call flows and reduced
agent onboarding time but has
also utilized conversational AI for
valuable customer insights. This
resulted in enhanced customer
support and satisfaction, backed
by improved uptime and a highly
responsive support system.”Levent Günsüren,Service owner Unified Communications at
Vanderlande Industries B.V.

of mind concerning contact center uptime and responsiveness,enabling mission-critical operations to run seamlessly, especiallyduring peak seasonal periods throughout the year.

This collaborative approach underscores the value of addressing
complex communication needs through partnership and stands asa testament to the power of collaboration in achieving substantial
enhancements

incommunication

technology.

AudioCodes

regards Vanderlande as a trusted design partner for Voca CIC,
having diligently listened and learned about Vanderlande’srequirements and operations to create capabilities that candeliver an effective and robust solution.

Future plans include expanding the number of Voca CIC concurrent
channels, potentially offering omnichannel and introducing Agent
Insights for auto-summarization of agent interactions.

Start your free 30-day Voca CIC trial now!
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Tel: +1-732-469-0880
www.audiocodes.com

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