BMT was operating a complex communications environment comprising Mitel/MiCollab, SIP services, hosted infrastructure, OpenIQ call recording, and multiple network dependencies. The organisation required a large contact centre capability with multiple queues, user groups, and reception-led call handling, while its bespoke SQL-based CRM was critical to daily operations. This complexity created support challenges, increased costs, and limited visibility across the customer service environment.
BMT required more than a phone system replacement. The business needed a simplified, integrated communications platform that could modernise contact centre operations, improve reporting and supervisor visibility, integrate with its custom CRM, maintain compliant call recording requirements, and reduce the burden of managing multiple vendors and technologies.
imei delivered a complete Microsoft Teams-based unified communications and contact centre solution, combining Microsoft Teams Operator Connect, imei Cloud Contact Centre (iCCC), CRM integration, compliant call recording, and ongoing managed services. The solution provided advanced call routing, reporting, queue visibility, CRM screen-pop functionality, workflow automation, and a single point of accountability.
imei managed the migration from the legacy Mitel environment while ensuring seamless integration with BMT’s bespoke SQL-based CRM platform.
BMT achieved a modern cloud-based communications platform with reduced complexity, improved reporting and visibility, enhanced contact centre operations, and a significantly lower IT management burden.
The move to Microsoft Teams and iCCC delivered better end-user experiences, streamlined customer interactions, improved disaster recovery capabilities, and a simplified support model backed by imei managed services. The business also gained greater operational control, visibility, and accountability through a single integrated platform.
BMT Tax Depreciation is one of Australia's leading property tax depreciation and quantity surveying firms. With more than 200 employees, BMT helps residential and commercial property owners, investors, accountants, and financial advisers maximise ATO-compliant depreciation deductions through specialist tax depreciation schedules.
