Replacing legacy telephony usually sounds slow and disruptive. This customer story shows how NSW Rugby League migrated to Tendfor, AnywhereNow's Microsoft Teams-native contact center, and went live within hours. Within 48 hours, the organization reached a 17-second average wait time, simpler operations, and strong early adoption across its team. Read the story to see how a Teams-native contact center can speed up service and ease your move away from legacy systems.
Why did NSW Rugby League move to AnywhereNow’s Tendfor contact center?
NSWRL moved to AnywhereNow’s Tendfor contact center to
modernize and simplify its communications while aligning fully with
Microsoft Teams.
Key reasons included:
- Technology uplift from legacy PABX: NSWRL wanted to replace its traditional PABX telephony with a fully integrated Microsoft Teams solution that could support current and future communication needs.
- Native Microsoft Teams integration: Tendfor is built on Microsoft APIs from the ground up, providing a fully native contact center and attendant console experience in Teams, without SBCs or complex workarounds.
- Faster time-to-value: During the Proof of Concept, Tendfor went live and began supporting NSWRL’s operations within a few hours, demonstrating how quickly the organization could move from test to production.
- Simplified operations: By consolidating onto a Teams-aligned contact center, NSWRL aimed to streamline day-to-day operations and improve the experience for both staff and callers.
- Future-ready foundation: The new setup gives NSWRL a future-ready communication infrastructure with better agility and visibility, and a platform they can build on as their needs evolve.
Overall, NSWRL saw Tendfor as a way to
reimagine its contact center around Microsoft Teams, reduce complexity, and create a stronger base for ongoing improvements.
How fast was the deployment and what impact did it have on call handling?
The deployment of AnywhereNow’s Tendfor solution for NSWRL was designed around
speed and simplicity.
Deployment speed
- During the Proof of Concept, Tendfor was able to go live within a few hours and start supporting NSWRL’s operations almost immediately.
- This rapid setup was a key factor in NSWRL’s final selection, as it showed that the organization could move away from its legacy PABX with minimal disruption.
Impact on call handling
- Before Tendfor, call wait times varied significantly due to call volumes and manual handling.
- Within the first 48 hours of the new solution going live, NSWRL achieved an average wait time of 17 seconds, indicating more efficient routing and handling.
- Monitoring during rollout showed a high volume of answered calls and rapid early adoption by agents, even though the platform was new to them.
In practice, NSWRL was able to
reshape its contact center performance in days, not months, with measurable improvements in responsiveness and a smoother experience for callers and staff.
What support and long-term benefits did NSWRL gain from the migration?
NSWRL’s migration to AnywhereNow’s Tendfor solution was delivered as a
collaborative project with strong support and a focus on long-term value.
Implementation support
- The rollout was a joint effort between NSWRL, AnywhereNow, and a chosen partner.
- NSWRL received hands-on support across all phases: preparation, configuration, go-live, and post-launch optimization.
- The team highlighted the responsiveness, professionalism, and consistency of AnywhereNow’s engagement throughout the project.
Long-term benefits
- A Microsoft Teams-aligned contact center gives NSWRL greater agility and visibility into its communications.
- The new platform provides a strong foundation for future enhancements as NSWRL’s communication needs grow and change.
- NSWRL views the migration as a way to rethink operational excellence, combining modern technology with trusted partnerships.
As NSWRL continues to evolve, the Tendfor deployment positions the organization to
build on this foundation—adding new capabilities, refining workflows, and further improving the experience for both agents and callers over time.
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