Client: Leading Global Recruitment Agency
Industry: HR & Staffing
Location: London, United Kingdom
Partnership Since: 2024
Background
A global recruitment organisation with a worldwide branch network appointed Amillan to guide its digital transformation and provide ongoing managed services, ensuring a smooth and successful transition across its operation.
This agency is known for placing tens of thousands of candidates every year across a wide variety of sectors. Their communication estate plays a critical role in coordinating activities across branch locations, field teams, central support staff, and job candidates.
Following a review of their voice strategy, they identified Microsoft Teams as their strategic platform for collaboration and telephony — but needed a partner to not only design and deploy the solution but also proactively manage it as a service.
The Challenge
As this organisation rapidly scaled digital communications during and after the pandemic, it faced several key operational and technical challenges:
- Disparate voice solutions across different sites created a lack of consistency in telephony performance and support.
- Minimal in-house telephony expertise to manage Teams voice, SBC configuration, or platform analytics.
- Limited visibility into performance KPIs such as call answer times, dropped calls, and agent productivity.
- A growing need for flexible, scalable, and centrally supported voice services to support hybrid working and branch mobility
With no appetite for heavy internal resourcing they sought a fully managed solution that could integrate Microsoft Teams voice with robust security and transparent reporting.
The Amillan Solution
Amillan proposed and delivered a fully managed Microsoft Teams Unified Communications solution, combining:
- Microsoft Teams Telephony (Direct Routing)
- Delivered via Gamma SIP trunksCall flows, hunt groups, auto attendants and call queues configured centrally
- All administration, policies and support delivered by Amillan’s Service Operations Centre
- Ribbon Communications SBC (Session Border Controller)
- SBC deployed as a managed service to secure and route external calls
- Full compliance with Microsoft Direct Routing standards
- Hosted in Microsoft Azure
- Ensures secure voice traffic between Microsoft Teams and PSTN/telephony carriers
- Clobba by Code Software
- Cloud-based Teams analytics platform deployed and integrated
- Amillan configured custom dashboards for:
- Call volumes
- Missed call analysis
- Quality of service (QoS) metrics
- Site-by-site and agent-level performance tracking
- Monthly reporting and insights shared with this organisation’s stakeholders
- Ongoing Managed Services Support
- 24/7 monitoring and support of the entire Teams telephony estate
- Change requests, new user provisioning, and feature optimisations
- Proactive health checks and incident response
- Monthly service reporting and roadmap planning
Benefits Delivered
Benefit Outcome
Unified platform All voice collaboration functions consolidated into Microsoft Teams
Fully managed No internal burden on IT for telephony or Ribbon SBC operations
Improved visibility Clobba dashboards & reports provide daily insight into performance
Scalable architecture New branches and users can be added in hours, not days
Reliable and secure With a Ribbon SBC ensuring resilient, compliant voice routing
Enhanced productivity Reduced call wait times and improved call handling metrics
Now benefiting from a modern, secure, and intelligent voice estate — delivered entirely as a service.
Customer Testimonials
“With Amillan, we don’t just have a supplier — we have a long-term partner. Their managed Teams telephony service gives us the performance and reliability we need without the complexity. We trust them to run and evolve this for us, while we focus on doing what we do best — recruitment.” States, Head of IT, Leading Recruitment Company
“We designed this solution to do more than just connect calls — it empowers this leading recruiter with complete control, visibility, and future scalability. Our managed service wraps technology in real accountability, and we’re proud to support such a respected UK brand.” Said Kevin Lee, Sales Director, Amillan.
Future Plans
Amillan will continue to work together on additional innovations, including:
- Microsoft Teams Call Recording for regulatory compliance and QA
- New Netcall Converse CX Contact Centre Solution
- Auto-provisioning for new user on-boarding
Generative and Conversational AI solutions for Virtual Agents
Summary
Amillan’s managed service has provided:
- A future-proof Teams voice solution, integrated and supported 24/7
- Visibility of call handling performance via Clobba analytics
- Security and reliability through Ribbon SBC as-a-Service
- A trusted partner for voice innovation across their entire estate
By offloading technical complexity and embracing a strategic managed model, Amillan have transformed voice into a platform for operational excellence and customer service leadership.
