Telecom
Telecom Training Division VoIP Rollout Enablement
Primary Area
Infrastructure & Cloud
Service Area
SharePoint Portal Development & Deployment (Train the trainer)
Products Used
SharePoint
Roles Impacted
All Information Workers
Impact Highlight
90% adoption rate
Opportunity
The Telecom Training Division used the pending enterprise VoIP/softphone rollout to replace fragmented PDF job aids and inconsistent regional trainings with a unified, interactive learning and support experience. Without guided setup, searchable troubleshooting, real‑time escalation, adoption metrics, or a place for peer tips, support calls spiked and users under‑utilized advanced calling features.
No central hub; instructions scattered across email threads, a legacy LMS, and on‑prem SharePoint 2010.
Confusing device provisioning across desk phones, headsets, and softphone clients; mixed legacy telephony estate.
Limited visibility into how to complete voicemail setup, call forwarding, and other functions.
Level‑1 help‑desk overwhelmed by repeat “how do I?” tickets; no tier‑0 self‑service.
No community space for peer troubleshooting, feature discovery, or regional best practices.
Solution
Our team aligned telecom engineers, training leads, and service desk operations to translate rollout goals into role‑based learning paths, rapid content governance, and measurable adoption checkpoints. We delivered a Microsoft‑first architecture: a SharePoint 2013 interactive training portal integrated with the VoIP Phone System, and telemetry analytics.
People: Stakeholder workshops; user personas (frontline staff, instructors, admins); “VoIP Champions” network in Teams.
Process: Content governance playbook; tiered support flow.
Technology: Migration to SharePoint 2013; guided setup wizards; proactive alerts pushed to Skype channels & email.
Security & Compliance: Azure AD conditional access, role‑targeted content, audit logging, retention lifecycle for retired telephony devices.
Impact
Within three months, 85% of targeted employees completed VoIP activation steps through the self‑service portal, cutting level‑1 support call volume by 30% and reducing average onboarding. Community Q&A resolved through most “how‑to” posts without technician intervention, and enterprise reporting showed a 25% increase in advanced feature use (call forwarding, voicemail‑to‑email, mobile softphone).
85% portal‑driven activation in 3 months; 30% fewer phone/email support tickets.
Onboarding cycle reduced via guided setup and automated device provisioning.
Increase in advanced feature utilization confirmed in Phone telemetry.
Content update turnaround improved under governed workflow.
Trainers reallocated ~20% of time from repetitive basics to optimization sessions that drive productivity.