New Contact Center Solution for a Modern Workplace with more Scalability and Flexibility

With isolutions, Swissgrid is introducing a new workplace with Microsoft 365 and Teams Telephony to empower employees. Supplemented with a SaaS-based contact center solution, Swissgrid benefits from high scalability, cost overview and flexibility.

Swissgrid is on duty around the clock to ensure that the transmission grid is always stable and secure. Around 650 employees ensure the reliable operation, maintenance and modernization of the Swiss extra-high voltage grid. Swissgrid brings together specialists from a wide range of fields, including engineering and natural sciences, electrical engineering, IT, finance, law and communications. They work together in multidisciplinary teams to actively shape Switzerland›s electricity future. Technological innovations, the far-reaching changes in the energy system and real-time events in grid operation are topics that constantly challenge Swissgrid.

Initial Situation

With the «Modern Hybrid Workplace» project, Swissgrid has renewed the entire workplace of its employees and rolled out a wide range of Microsoft 365 applications. The focus was on improving customer service by introducing a multi-channel contact center solution. In addition to simplified operation for users, automation of special business situations was also crucial. As a further part of the rollout, the previous enterprise telephony and contact center was replaced by Microsoft Teams Enterprise Voice and a contact center solution integrated with Microsoft Teams.

In order to keep the costs for operation and the effort for both support and know-how development manageable and low, Swissgrid opted for a Software as a Service (SaaS) solution in a Managed Service Model. This managed service model (Contact Center as a Service) provides Swissgrid with the desired flexibility and offers the possibility of co-managed management of the Contact Center services by Swissgrid administrators.

Solution

In order to be able to implement Swissgrid‘s specific requirements vis-à-vis enterprise telephony, the application was implemented with Luware Nimbus. Luware Nimbus is a SaaS contact center solution that is fully integrated with Microsoft Teams.

Tiered call distribution functionalities (Advanced, Enterprise and Contact Center) and an integration of existing customer applications via Microsoft APIs enable a wide range of solution possibilities. In addition to simple classic call center topics such as transfer and calendar-based call distribution, dynamic and availability-based call distribution, interactive voice response (IVR) systems and skill-based call distribution (Skill based Routing) were also implemented for Swissgrid.

Special requirements such as situation-dependent announcements and special call forwarding could be realized by simple lists, which can also be changed by users who do not have Nimbus administration knowledge.

weeks for the implementation of contact center requirements
services implemented in parallel alongside telephony migration
agents and admins trained
Swissgrid Working
Swissgrid Working

Benefits

  • High scalability and flexibility through a SaaS based contact center solution.
  • Easier handling of customer requests through integration of Luware Nimbus interfaces with Microsoft Teams.
  • Use of Microsoft Teams for telephony.
  • Dynamic routing adjustments - even without special configuration knowledge.
  • Defined services (MACD) and service level agreement at fixed cost per user (isolutions CaaS Managed Services).
  • Continuous service improvement through semi-annual service reviews.
  • Innovation workshop is included in the service and part of the service review.
  • Secure support by dedicated qualified staff. Co-Managed Service: Gives administrators the freedom to perform simple administration tasks themselves. This creates flexibility and independence.

Reto Schmid

Head of Service Desk & Onsite Support | Swissgrid

«At Swissgrid, professional and solution-oriented, but at the same time pragmatic cooperation is important to us. Our partner isolutions was able to convince us and proved these values again and again during the project phase and in operation. It was important to us to have a contact center solution based on our requirements as quickly as possible, and isolutions achieved this very well with the integration of Luware Nimbus into our Teams telephony.
Our requirements were understood quickly, when problems arose they reacted quickly and presented solutions and also on a human level it worked very well right from the start. Accordingly, the project was implemented and completed in a short period of time.
We are looking forward to the further years of cooperation.»

More Success Stories

Righetti Partner Group Bagger und Bohrer

Righetti Partner Group

Future-proof and flexible: Cloud Migration and increased Efficiency through IT Outsourcing

Drei Geschäftsleute, die in einem hellen Büro am Laptop arbeiten.

Profond Anlagestiftung

Increased Efficiency through digital Invoicing Processes thanks to AI and Power Platform

Sitzung mit 3 Frauen und einem Mann in einem Büro

LGT

Collaboration with Change Management strengthened: LGT relies on Microsoft 365 and Copilot

Helion isolutions Story

Helion Energy AG

Digital Transformation for Energy Pioneer Helion

Shell Lubricants Öl wird bei einem Auto in die Hube geleert

Shell Lubricants Switzerland AG

Efficient Product Planning in Seconds thanks to new Web Application

SBB Zug von vorne am Zürich Hauptbahnhof

SBB

From Migration to long-term Partner: SBB on the Path to Digitalization with isolutions

Forumlar für den Test von Drogensubstanzen

Stadt Zürich Drogeninformationszentrum

Transformative Efficiency: How DIZ optimizes its Service thanks to Low-Code App

Drei Personen stehen und reden in einem Sitzungszimmer

MLL

Evaluation expertise: How isolutions helped MLL Legal to select an efficient and neutral partner

Mehrere Kühe auf einer grünen Weide

Swissgenetics

Efficient Customer Service and Process Optimization thanks to digital CRM Solution

Zwei Schweizer Seilbahnen fahren den Berg hinauf

Seilbahnen Schweiz

Better accident prevention thanks to new accident database

Bell Food Group

Bell Food Group

The training portal successfully supported the introduction of Microsoft 365

Mann schaut auf das Handy mit der offenen Well Gesundheits-App

Well

The Modern Workplace as an Enabler for Innovation in the Healthcare Industry

Labor Diabetes Center Berne

Diabetes Center Berne

More flexibility in diabetes research thanks to Azure and Workplace as a Service

Junge Studenten sitzend im Schulzimmer am Laptop

edupool.ch

Digital and modern Exam Management: Automation, Flexibility and increased Efficiency

LOWA Wanderung

LOWA

Modern workplace without internal IT specialists

SalutaCoach Applikation

SalutaCoach

Thanks to new application to reduction of numerous additional efforts

Expertsuisse Header

EXPERTsuisse

Support and Project Manager for successful Evaluation Process

Swissgrid Headquarter

Swissgrid

New Contact Center Solution for a Modern Workplace with more Scalability and Flexibility

Lusee isolutions Story

Lusee

Thanks to interactive Conversations increased Sales Opportunities

Fachhochschule Nordwestschweiz Migration Microsoft Teams

Fachhoschule Nordwestschweiz

Lower Licenses Costs with Microsoft Teams Telephony

V-ZUG - Story

V-ZUG

International Business driven by Introduction of Microsoft D365

BOBST Life Program

BOBST Group AG

Employee Experience 2.0 - Leading Innovation BOBST Life Program for 5'000 Employees

Securitas Group Microsoft 365

Securitas

With the Introduction of M365 to the Company Culture Booster

Migros Collaboration Platform

Migros-Genossenschafts-Bund

Digital Identity, M365 Toolkit and better enterprise-wide Communications

Rotpunkt Apotheken - Story

Rotpunkt Apotheken

Increased Efficiency and fewer Excel Lists thanks to Microsoft D365

BFU IT Framework

BFU

New Web Application leads to 80% higher Data Quality

AMAG Gebäude von aussen in Zug

AMAG

Future Workplace with M365 Suite rolled out to 6'500 Employees

Innosuisse IT Plattform Azure Cloud

Innosuisse

Efficiency Increase of the Innovation Promotion Process thanks to individual Solution «Innolink»

KIBAG Digitaler Arbeitsplatz

KIBAG

Successful Introduction of the digital Workplace thanks to User Adoption for 1'200 Employees

Gartenmann Engineering WaaS

Gartenmann Engineering

From successful Cloud Transformation to secure and reliable Operation