Doble Engineering has successfully transformed its communication infrastructure, fully leveraging its investment in Microsoft 365 by deploying Microsoft Teams Phone and Altigen Technologies’ CoreEngage Contact Center.
This significant upgrade involved migrating nearly 900 users across the U.S. and UK from an older on-premises ShoreTel PBX system to Microsoft Teams Phone. With the integration of CoreEngage, a native Microsoft Teams contact center, Doble now operates within a 100% Microsoft-based, end-to-end communication environment.
Founded in 1920, Doble Engineering Company plays a critical role in ensuring reliable, safe, and secure power for everyone. The company provides comprehensive diagnostics and engineering expertise to the energy industry, vital for the maintenance and security of critical infrastructure like the U.S. power grid. Doble is part of the Utility Solutions Group of ESCO Technologies Inc. (NYSE: ESE) and serves a global customer base.
“We had a very traditional phone system environment with phones on every desk,” said Dan Coombs, Senior Customer Success Manager at Doble. “While there were some initial adjustments, our users quickly adapted to Microsoft Teams and Teams Phone. We saw significant cost savings, and it really freed up employees to work effectively from anywhere.”
Altigen also provided crucial support to Doble, assisting with Direct Routing SIP Services and phone number porting as part of this comprehensive consolidation.
Doble deployed the CoreEngage contact center solution to ensure the highest level of service for its customers, which include power utility companies utilizing Doble’s diagnostic equipment and cybersecurity tools.
Coombs praised the smooth implementation: “The day we went live, the contact center worked. It was painless and intuitive for our users.” He also highlighted the benefits for management: “As a manager, I love the dashboards and reporting the system provides. I can easily manage my team based on real-time and historical data. We track support trends and use metrics to make business decisions and ensure we meet our service levels. It’s been a Godsend.”
Microsoft Teams Phone enables organizations already using Microsoft 365 to replace expensive, redundant phone and web conferencing services simply by adding a Teams Phone license. CoreEngage by Altigen further enhances this solution as an AI-enabled, native Teams contact center. This allows organizations to fully leverage their Microsoft investment and eliminates the need for costly bolt-on products.
“Doble has an amazing history,” said Mike Plumer, Altigen VP of Sales. “They have been innovating and protecting reliable access to power for more than 100 years. We’re proud to have worked with them as they shifted from legacy PBX technology to state-of-the-art communications with Microsoft 365, Teams, and CoreEngage Contact Center.”
