As a global beauty giant, Shiseido realizes that digital transformation is not only about products, but also about the efficiency of internal collaboration. Facing communication challenges in the hybrid era, Shiseido implemented a Microsoft Teams Direct Routing solution through the 3CX IPPBX system to create a seamless work ecosystem.
Why Did Shiseido Choose 3CX for Teams Integration?
In its digital transformation process, Shiseido needed a solution that could unite the office phone system with the Microsoft 365 ecosystem employees already use. The 3CX implementation was the answer because it enables deep integration that cannot be had from a traditional phone system.
The main challenges that were successfully solved include:
Installing a new telephony system for modern office needs.
Secure authentication using Azure AD-based Single Sign-On (SSO).
Integration with Microsoft Teams so users can make PSTN calls directly from one app.
Use of Cloud SIP Trunk as a stable external communication path.
The Advantages of Centralized Management (One-Stop Management)
Unlike traditional phone systems, all Enterprise-Grade features are managed directly through the 3CX dashboard:
Custom IVR (Digital Receptionist): Build interactive menus (press 1 for Sales, etc.) that are far more flexible and easier to set up than in MS Teams.
Call Queues & Hunt Groups: Advanced call queue settings to make sure no customer call is missed, even during high traffic.
Call Recording & Auditing: Conversation recordings are stored securely on the 3CX server, making audit and quality control easier without extra Microsoft storage licensing costs.
Advanced Reporting & Analytics: Detailed reports on employee phone performance, call duration, and queue statistics that can be pulled in real time.
Cost and License Efficiency with SIP Trunk STU
Through this integration, Shiseido does not need to depend on expensive calling plans from Microsoft. By using a Cloud SIP Trunk, the company gets:
Flat Rate: More efficient communication costs because they do not depend on the destination number zone.
Flexible Infrastructure: IP-based telephony lines that are easy to scale (scalable) as the company grows.
License Optimization: Reduces the need for expensive additional Phone System licenses for every user.
Results & Real Benefits for Shiseido
By moving all the technical workload to the 3CX system, Shiseido now has a communication infrastructure that is far more powerful yet still simple for end users. Here are some of the significant added values gained:
One-Stop Management Control Center
All technical configuration such as IVR (Interactive Voice Response) settings, call queues (Queue), and user management is done entirely in the 3CX dashboard. The IT team no longer needs to enter the complex Microsoft Teams admin panel, so all control is with one vendor.Centralized Reporting & Recording
Shiseido gets direct access to comprehensive call reports and a voice recording system (Call Recording) stored securely in one system. This makes it easier for management to audit performance and control service quality without switching platforms.Microsoft License Efficiency
One of the financial advantages of this solution is reduced dependence on the expensive Microsoft Phone System license for each user. With Direct Routing via 3CX, the company can significantly optimize its software license budget.Flexible, Smart Call Queues
The Call Queue feature in 3CX offers higher flexibility than the standard Teams features. This makes sure every incoming call is distributed intelligently to the right team, so operational productivity is maintained.Security with Single Sign-On (SSO)
The authentication process becomes far more practical and secure through Azure AD integration. Users only need one company account to access the whole communication system, which also makes it easier for the IT team to manage user access rights centrally.
Through this approach, Shiseido has created a perfect synergy: the advanced phone features of 3CX and the easy collaboration of Microsoft Teams.
