Global need for consolidated calling and contact center

Berry Global Group, Inc. is a Fortune 500 global manufacturer of innovative plastic packaging and engineered products created to serve customers of all sizes around the world. The company is headquartered in Evansville, Indiana (United States) and employs 46,000 people across 250 locations. Like many global enterprises, one of the challenges that Berry faced was ensuring effective and reliable communication between its sites, its customers, and its partners. This was made more complicated by a disparate mix of existing communications systems accumulated through mergers and acquisitions over the years. In particular, previous PBX systems were costly, complex, and difficult to manage.

To modernize its communications infrastructure, Berry wanted to move to Microsoft Teams, which offered a unified platform for collaboration, message, voice, and video. The company turned to AudioCodes for a trusted partner to provide discovery, planning and design, deployment, and managed services for ongoing support. “We were a great fit for Berry because we provide expert services for comprehensive Teams implementation along with IP solutions that offer enhanced interactive voice response, call recording, Direct Routing connectivity, and even AI-first omnichannel contact center capabilities without requiring users to ever leave the Teams interface,” said Lior Aldema, Chief Business Officer at AudioCodes.

Teams Phone, Teams Rooms integration increase savings, efficiency

Working with AudioCodes, Berry was able to deploy Teams as an end-to-end unified communications solution across its offices worldwide. This included implementing Teams Phone to ensure seamless voice connectivity with the PSTN, simplifying management of the company’s voice network and reducing communication costs. Teams Rooms was also implemented to ensure high-quality video conferencing that performed equally well for participants in its 250 offices and remote workers.

Because all these services were delivered on a monthly subscription basis, Berry was able to implement the modern communications infrastructure it needed in a highly cost-effective manner. “AudioCodes was able to help us achieve a seamless, rapid, and cost-effective migration to Teams,” said Michael Rapp, IT Director at Berry Global. “They were the only partner out there that offered the true integration we needed.”

To round out the capabilities Berry required, AudioCodes deployed its Voca Conversational Interaction Center (CIC), the Microsoft-certified omnichannel contact center solution to connect agent and customer experiences through Azure-native integration with Teams, which enables the customer interactions to begin, stay, and end in Teams, providing maximum reliability and uptime for Berry Global. This contact center solution allows Berry’s service teams to not only support customers but serve employees across internal departments like IT, accounts, and inside sales. “As a contact center engineer with more than 15 years of experience with several platforms, I can confidently say that I’ve never encountered a company quite like AudioCodes. They actively listen to their customers and swiftly adapt to meet their requirements. If you’re utilizing Microsoft Direct Routing today and have the need for an omnichannel CX solution, do yourself a favor and consider AudioCodes Live and Voca CIC,” said Robert Kuper, Telecommunications Engineer at Berry Global.

Seamless global communications, improved customer experiences

Now that Berry has successfully migrated to Teams and the AudioCodes solutions worldwide, the company is benefiting from continuous seamless global communications, high productivity, and an unmatched user and agent experience. “Bringing the power of Teams, Teams Phone, and Teams Rooms together with our own expert team is a win-win for customers,” said Gidi Adlersberg, Head of Voca CIC Business Line at AudioCodes. “The ability to deliver all of these critical business capabilities within Teams makes it easier for agents to do their work and results in better outcomes for customers, while also eliminating costly licensing by moving to a single, integrated solution.”

More importantly, because Berry has engaged AudioCodes managed services to support its new unified communications platform over the next five years, it will continue to benefit from the partner’s deep expertise and be ready to further optimize its communications infrastructure to meet changing business needs. “We look at AudioCodes as an extension of our team. They have been there every step of the way and will continue to support us moving forward,” concluded Rapp.

"AudioCodes was able to help us achieve a seamless, rapid, and cost-effective migration to Teams. They were the only partner out there that offered the true integration we needed."

—Michael Rapp, IT Director, Berry Global

AudioCodes and Microsoft Teams help Berry Global reduce costs, improve customer experience