Anywhere 365 – Mazda
Mazda’s Digital Transformation with Anywhere365 and Microsoft Teams
Mazda North American Operations (MNAO) sought to modernize its contact center by replacing legacy telephony systems with a more agile, cloud-based solution. The goal was to enhance customer service while bringing operations in-house to improve efficiency and cost control.
Challenges and Objectives
For years, MNAO relied on an externally managed contact center infrastructure, which was approaching the end of its outsourcing contract. The company aimed to implement a cloud-based solution that replicated its existing functionalities, integrated with its legacy CRM, and provided a scalable foundation for digital omnichannel capabilities.
MNAO developed a five-year plan to transition its telecommunications infrastructure, with a key focus on bringing its call center operations in-house to control costs and performance.
The Anywhere365 Solution
To maximize its investment in Microsoft 365, MNAO chose Anywhere365’s Dialogue Cloud, which was the first contact center solution certified for Microsoft Teams. This allowed employees to manage customer interactions seamlessly across multiple channels from within the Teams environment.
Additionally, MNAO implemented Anywhere365’s Dialogue Studio, a low-code platform that enables AI-powered voice bots and flexible, data-driven routing of customer inquiries. This integration allowed agents to surface relevant customer data directly from the CRM system, enhancing personalization and customer engagement.
Implementation and Integration
The transition was executed in two phases:
- Moving the phone system to Teams Dialling
- Migrating the contact center’s IVR (Interactive Voice Response) services to the cloud
Initially, MNAO planned to migrate only non-CRM-integrated call centers. However, leveraging Anywhere365’s Dialogue Studio, the project scope expanded to integrate MNAO’s legacy on-premises CRM platform. This allowed all contact centers to come online, increasing the number of agents who could contextualize and personalize customer interactions.
Results and Business Impact
By eliminating its outsourced contract and migrating to Anywhere365’s cloud-native contact center, MNAO recorded net savings of $1.8 million.
Terminating the legacy infrastructure allowed MNAO to store customer data automatically on Microsoft SharePoint and analyze insights using Power BI, leading to optimized customer service operations.
Moreover, the shift enabled a more human-centric customer engagement model, with employees empowered to deliver a wide range of digital contact options from within Microsoft Teams.
Future Opportunities
MNAO now has the foundation to further enhance its contact center capabilities, including AI-powered voice recognition and omnichannel customer interactions.
Conclusion
Mazda’s success with Anywhere365 and Microsoft Teams highlights the power of cloud-native contact center solutions in enhancing efficiency, reducing operational costs, and delivering superior customer service. By leveraging Anywhere365’s advanced AI, CRM integration, and omnichannel features, MNAO has established a modern, scalable, and cost-effective contact center strategy that continues to evolve.
Brilliancy Path offers clients like MNAO hands-on support, ensuring you get the most out of your communication platform. Our team will work through the full integration process with your contact center, providing a seamless experience with Microsoft Teams. Brilliancy Path adds value by providing strategic consulting, customized implementation roadmaps, and continuous performance monitoring to ensure organizations maximize the benefits of Anywhere365. With our expertise, companies can unlock the full potential of their digital transformation efforts.
Contact Us to schedule a consultation to see how our expertise can revolutionize your business operations.