CONVERGED COMMUNICATIONS SOLUTIONS
Converged communications with Microsoft Teams
A platform that brings together chat, video calls, file sharing, and collaboration tools into a single workspace. Generation-e accelerates your migration to Microsoft Teams for collaboration. Our certified experts oversee surveys, readiness, deployment, training, and support, simplifying your transition, regardless of your current platforms or complexity.
Generation-e has deployed over 300,000 seats of Microsoft voice. We are the experts trusted by the largest and most complex organisations.
- The problems we solve
- How we help
- Outcomes you can expect
- Solution sets
- FAQs
The problems we solve
Most enterprises run a patchwork: Teams for collaboration, a separate contact centre, Cisco or Webex somewhere in the estate, legacy voice in pockets, and networks managed by yet another team. The result is duplicated cost, inconsistent security and governance, brittle integrations, and no single view when something breaks, so customers can be left waiting when platforms don’t talk to each other. Point vendors and single-platform integrators optimise their own slice; nobody owns the whole communications estate. For CIOs and IT leaders with mixed, multi-site environments, that fragmentation is a risk to resilience, compliance and customer experience alike.
How we help
Generation-e is the one accountable partner across the whole estate. We bring UCaaS and CCaaS together, integrating Microsoft Teams Phone, Cisco and Webex, and NICE CXone into a single, governed communications fabric, with security and governance applied by default rather than bolted on. Our Cloud Voice eXchange platform provides resilient cloud voice integration and high availability, tying UCaaS and CCaaS environments together reliably. Because we’re accredited across Microsoft, Cisco and NICE, we recommend best-fit per workload instead of forcing one vendor, then run it all through M-Serv with Continuous Capability, staying involved after go-live so the estate stays resilient, secure and current.
Outcomes you can expect
- One governed, resilient communications estate instead of disconnected platforms.
- UCaaS and CCaaS integrated across Microsoft, Cisco and NICE, best-fit per workload.
- Consistent security and governance applied by default across voice, video, messaging and contact centre.
- Resilient cloud voice with high availability via Cloud Voice eXchange.
- A single accountable partner and one 24×7 managed service across the whole estate.
Solution sets
- Estate assessment and architecture: map your voice, video, messaging, contact centre and network landscape, then design a converged target architecture with resilience and governance built in.
- UCaaS + CCaaS integration: integrate Teams, Cisco and Webex, and NICE CXone so collaboration and customer experience work as one connected system.
- Multi-vendor, best-fit design: accredited across Microsoft, Cisco and NICE, we recommend the right platform per workload and make them interoperate.
- Cloud Voice eXchange: resilient cloud voice integration across UCaaS and CCaaS, with high availability for data sovereignty and continuity.
- Security and governance by default: policy, compliance recording, identity and access designed into the estate from the outset.
- Network and voice resilience: bring networks into the converged model so voice, video and contact centre traffic is prioritised, survivable and monitored end to end.
- Migration and consolidation: rationalise overlapping and legacy platforms into the converged estate with staged, low-risk migration.
- Managed support (M-Serv): 24×7, ITIL-aligned, ServiceNow-based managed support, Continuous Capability and FlexCredits give you one accountable service across the entire estate.
Frequently asked questions
What does converged communications actually mean? Bringing voice, video, messaging, contact centre and networks into one governed, resilient estate rather than running them as separate platforms. UCaaS (collaboration) and CCaaS (contact centre) are integrated so employee and customer communications work as one system.
We run Microsoft, Cisco and NICE: can you support all of them? Yes. We’re accredited across Microsoft, Cisco and NICE for calling, contact centre and cloud voice. That breadth is the point: we recommend best-fit per workload and make the platforms interoperate.
How do you keep voice resilient across a mixed estate? Our Cloud Voice eXchange platform provides resilient cloud voice integration across UCaaS and CCaaS, with high availability, keeping voice local and continuous and tying disparate platforms together reliably.
How is security and governance handled? By default. We design policy, compliance, identity and access into the converged estate from the start, applying consistent governance across voice, video, messaging and contact centre.
Who is accountable when something goes wrong? We are. Converged comms is delivered and supported as one M-Serv managed service (24×7, ITIL-aligned), so you have a single accountable partner across the whole estate.
Do we have to replace everything at once? No. We rationalise and converge in stages, integrating and consolidating platforms with low-risk migration that protects live operations.
Benefits of Microsoft Teams Collaboration
How do we do it?
- Discovery: Generation-e evaluates your communication setup and offers guidance, accounting for both technological needs and your team's readiness for change
- Design: We create a customised Teams Voice solution tailored to your organisation's requirements, covering configurations, integrations, roll-out plans, and optional adoption and training
- Integration: We connect third-party applications and platforms, such as Contact Centres and call recording solutions, to suit your business and regulatory needs.
- Ongoing support: Generation-e compliments Microsoft’s support and adds value in areas that Microsoft’s service does not cover. Our Managed Support has committed Service Level Agreements (SLAs), we ensure you have a reliable, up-to-date system that meets your needs.
Guided envisioning workshops
Modernising communications workshop
- Generation-e will lead a series of workshop engagements to help you experience the vision for Microsoft Teams Phone and calling capabilities to meet your needs and business priorities.
- Goal: Highlight modern calling experiences catered to the unique needs of your organisation.
- Scope: The “Art of the Possible” for Microsoft Teams calling is a combination of presentations and immersive experiences that will educate and excite your organisation on the Microsoft Teams calling capabilities and uncover business use cases and priorities.
Topics covered in the session:
- Capabilities of Microsoft Teams
- Increasing productivity with Teams and Copilot AI
- Calling with Teams Phone
- Moving to Microsoft Teams
- Devices for Teams Phone
Talk to a communications expert
Take the next step and connect with us today to discover more!