Publication Date
User experience and unified communications
In Quebec’s public sector, expectations for digital workplaces are evolving quickly, as teams need to collaborate remotely using simple, reliable tools adapted to their day-to-day needs.
However, these organizations must deal with fragmented environments, aging telephony platforms and communication tools that no longer always meet today’s needs.
This reality raises several important questions:
- How can the user experience be simplified across the organization?
- How can telephony be modernized while ensuring business continuity?
- How can hybrid work be effectively supported?
- How can communication and collaboration platforms be standardized?
The challenge: simplifying a fragmented user experience
Over time, several ministries, agencies and municipalities saw their communication tools multiply. This reality led to a less consistent user experience, more complex management of technology environments and greater challenges in supporting remote work.
Key challenges included:
- Fragmented user experience
- Outdated communication tools
- Challenges related to supporting remote work
- Need for standardized platforms
- Management of multiple telephony and collaboration environments
More than simply replacing a telephony solution, these organizations needed to rethink their communication foundations to simplify usage, support teams and improve the consistency of the employee experience.
Our approach and solution
- Migration of telephony to Microsoft Teams Phone
- Deployment of direct routing
- Integration of physical and analog devices
- Implementation of supported Microsoft architectures
- Integration of contact centres
- Support for E911 emergency service requirements
- Continuity of essential communication services
- Adaptation to the realities of public and municipal environments
- Implementation of unified communications and collaboration
- Simplification of user environments
- Standardization of telephony and collaboration platforms
- Support for new ways of working, including remote and hybrid work
Rather than approaching modernization solely from a technology perspective, ITI supported organizations through an approach aimed at unifying communications and simplifying user environments. This approach made it possible to establish modern, better structured work environments that are easier for teams to use.
Result: modernized communications and a more consistent user experience
The projects carried out with ministries, agencies and municipalities enabled end-to-end migrations of telephony environments to Microsoft Teams.
The organizations supported benefited in particular from:
- A complete migration of telephony to Teams
- Deployment of Teams Phone on a supported Microsoft architecture
- Standardized telephony and collaboration platforms
- Simplified user environments
- Greater consistency in day-to-day communication tools
In a context where ways of working continue to evolve, these foundations enable organizations to better support their employees, improve collaboration and continue their digital modernization on more solid ground.
A modern workplace as a driver of evolution
By modernizing their communications, organizations are not only addressing a technical need. They are also creating an anchor point to further evolve their digital workplace.
This transformation helps facilitate:
- The transition to more integrated collaboration tools
- Reduced complexity for users
- Improved employee experience
- The opening of broader discussions on cloud, security and digital environment governance.
Modernizing communications thus becomes a concrete lever to support organizational priorities and prepare for the next stages of transformation.
ITI’s value
User experience and unified communications are now at the heart of digital transformation for public organizations. Drawing on its experience in delivering large-scale collaboration and communication projects, ITI supports ministries, agencies and municipalities in modernizing their digital environments while taking into account the operational and strategic challenges that surround them.
