A German city with nearly 3,000 employees across around 150 decentralized locations needed to replace its 10‑year‑old telephony system with a modern unified communications and contact center solution. The existing environment supported roughly 2,400 telephone and fax connections and no longer met the expectations of a modern public administration. Key challenges included harmonizing diverse, historically grown structures while ensuring high user adoption and staying within a strictly defined public-sector budget. The goal was to introduce a future‑oriented, standardized communication platform that improves collaboration and service quality while remaining cost‑effective. User acceptance was identified as a critical success factor in achieving a smooth migration and long-term value.

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