West Yorkshire Combined Authority (WYCA) works with the local authorities of Bradford, Calderdale, Kirklees, Leeds and Wakefield, and alongside the Leeds City Region Enterprise Partnership (LEP), to develop and deliver programmes and services which benefit the people of West Yorkshire. Its call centres are an important tool for connecting easily with its local community and providing easy channels of communication.

Increased call experience through analytics and functionality

Quick and easy user adoption making use of existing Microsoft Teams

Supports PCI DSS compliance requirements for telephone payments


WYCA had migrated to Microsoft Teams and invested in Microsoft Azure Cloud and a Microsoft Enterprise agreement. It had been using on-premises Skype Contact Centre and had invested in hardware and licences up front. It wanted to migrate to a new, flexible, cloud contact centre which would fully integrate with Microsoft Teams and the wider organisation. It planned to deploy a Voice channel first and then add further channels as needed. Integration with Dynamics CRM was a potential future requirement.



Following a competitive tender process, Redcentric was engaged to deliver a solution. Redcentric’s omnichannel contact centre solution was identified as meeting the current and future requirements of WYCA. The cloud platform identified is hosted in Microsoft Azure and enables intelligent consumer-to-business and business-to-business interactions over multiple channels, including voice, chat and email.

The Redcentric solution consisted of:

    • Number migration from the existing number range holders to Redcentric
    • Omnichannel Contact Centre
    • Microsoft Teams Call Recording
    • Microsoft Direct Routing

Deployment began with the porting of existing phone number ranges – for both the call centre agents and the customer-facing numbers, which are used to contact WYCA, from the existing supplier to Redcentric. Microsoft Direct Routing enabled calls to be received within Microsoft Teams. The omnichannel contact centre enabled call centre functionality to be offered to Teams users giving them the future ability to handle email and chats (via webchat, SMS, WhatsApp and selected social media, such as Facebook Messenger and Twitter direct messaging).

WYCA now has a future-proof solution which will allow further communication channels to be rolled out in line with its development plans.

Business benefits

The Redcentric solution provided:

  • Calls within Teams – Inbound and outbound calls could be delivered for 1,000 users to the Teams interface using Microsoft Direct Routing. In addition, call centre functionality for 57 agents (and 86 concurrent calls) was deployed.
  • Familiar user experience – Microsoft Teams users could adapt quickly, and integration allowed other Microsoft applications to be used. Agent ‘screen pop’ of call records ensured relevant background information was delivered to call agents within the Teams interface to increase efficiency.
  • Reporting – Integration with Power BI delivered reporting on call trends and patterns as well as group and agent performance.
  • Call insights and management – Dashboards for supervisors and real-time wallboards delivered insights into queue performance, calls waiting, calls abandoned and agent activity enabling the optimisation of call centre workflows.
  • Call recording – External calls to and from the agents could be recorded and easily accessed using several search metrics and retrieved by nominated agents or supervisors using an agreed departmental hierarchy.
  • Payment compliance – The solution is PCI DSS compliant. Payment calls are subjected to DTMF masking so that credit/debit card details are omitted from all recordings.


The contact centre service provided increased performance and reduced costs. Management overheads were reduced, and greater control achieved. A smooth migration from the existing solution was achieved, ensuring vital continuity of service and ensuring no disruption to internal users or customers within the WYCA area.

Contact Centre

Microsoft Teams Calling

Call Recording



0800 983 2522 sayhello@redcentricplc.com