Breaking New Ground: Leading the Way with Canada’s First Contact Center Voice Implementation

In the fast-moving world of customer service technology, there’s something special about being first. It’s not just about bragging rights; it’s about setting the standard for what’s possible. That’s exactly HSO achieved when we became the first Canadian Microsoft partner to successfully implement the Contact Center Voice Platform.

Our client came to us with a vision: they wanted more than a basic telephony system. Their existing Bell 8x8 solution handled calls, but that was it. Their current system had no transcription capabilities, no seamless integration with their CRM, and no streamlined workflows. Agents were juggling phone calls, handwritten notes, and manual data entry into separate systems. Every call required double the effort, and important details risked slipping through the cracks.

At HSO, we take a solution-first approach. We start by understanding our clients’ challenges, business goals, and current technology landscape. From there, we identify and design the right solution, leveraging our deep expertise in Microsoft business applications, cloud platforms, and industry-specific best practices.