Microsoft 365 Business Review

Great video conferencing feature; SharePoint is a great collaboration tool

What is our primary use case?

I work for a contact center in Guatemala and this is a contact center platform. We use the 365 tools for our daily operations including email and back office tools. We're customers of Microsoft and I'm the telephony manager. 

What is most valuable?

Videoconferencing using teams allowed us to keep our meeting cadence during the transition to working from home. SharePoint allowed us to keep sharing content for mobile and work from home users without breaking the company security protocols.

We completed the transition to Microsoft outlook company wide Data leak prevention policy templates added the additional security required for WFH.

What needs improvement?

We have 5,000 employees and 75% are working from home. It's very stressful when you're video conferencing and you can't disable your own video feeds. I'm always having to look at myself during a conference call. One of our consultants suggested disabling our own self video feed to reduce the stress during a long conference call. It's something small but it bothered everybody.

The other issue is when you want to connect the publicly accessible telephone network to Teams, it requires a paid service and additional models and hardware. If I invite you to a Teams session, you need to have Teams installed. It requires a specific phone connection and for you to have a phone in order to dial into the conference switch. Zoom has a pool of telephone lines already included in the base service and you can just call up the conference number without needing to install anything. That's not the case with Microsoft. 

For how long have I used the solution?

I've been using this solution for three years.

What do I think about the stability of the solution?

The tool works, but we have had a couple of blackouts. It was a global problem where the entire platform started behaving badly. The more you rely on the tool, the bigger the concern is for a cloud platform, but so far so good. We had a couple of issues, but that was worldwide. Of the 5,000 people in the company, probably half of them are users.  

We have three people in the company responsible for setup and the actual migration, and they deal with upkeep and any problems. We'll increase use for everybody because we're continuing to work from home and this is going to be the defacto communication tool for our working from home agents. 

Which solution did I use previously and why did I switch?

We previously used Google but moved to Microsoft.

How was the initial setup?

The initial setup was straightforward. We did it ourselves and we paid for gold support, so we just raised a couple of questions, but it was pretty straightforward. Implementation took about one month. 

What was our ROI?

Employees are working from home and this solution has enabled us to continue functioning. 

What's my experience with pricing, setup cost, and licensing?

Licensing is on an annual basis. 

What other advice do I have?

It's important to take advantage of the adoption project managers at Microsoft. Our initial setup was without hiccups, but the team at Microsoft responsible for the early adoption for a successful implementation are key. They really helped with the initial setup. When you start from zero, it's not as intuitive as you might think and it helps to have people with more knowledge to point you in the right direction. It's not rocket science, but trying to do it yourself can be a nightmare. 

The product lacks features and is quite expensive so I rate this solution a nine out of 10.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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