Emuca

At a glance

Emuca, a leading international designer, manufacturer and distributor of furniture fittings and hardware solutions, partnered with Colt Technology Services to modernise its communications environment and support its cloud-first strategy.

By replacing legacy on-premises telephony with a cloud-based solution integrated with Microsoft Teams, Emuca unified voice communications across multiple countries, improved operational efficiency and created a more flexible, resilient foundation for future growth.

About Emuca

Emuca is an international company specialising in the design, manufacture and distribution of furniture fittings and hardware solutions. With headquarters in Valencia and Padua, the business serves customers in more than 60 countries and maintains a strong commercial presence across Spain, Portugal, France, the United Kingdom and Italy.

Its success is driven by a highly efficient logistics operation, supported by automated warehouses capable of processing more than 14,000 parcels every day. Maintaining fast delivery times and excellent customer service makes reliable, always-on communications a business-critical requirement.

The challenge

As Emuca continued to expand internationally and accelerate its digital transformation agenda, its existing telephony infrastructure was becoming increasingly difficult to support.

The business relied on traditional on-premises PBX systems that lacked the flexibility, scalability and resilience required by a modern, internationally connected organisation. At the same time, customer service teams needed to support more than 5,000 customers across seven languages while maintaining a seamless user experience.

Key challenges included:

• Dependence on ageing hardware, creating operational risk and replacement challenges.
• Separation between internal collaboration tools and external telephony services.
• Limited visibility of agent availability, resulting in conflicts between calls and meetings.
• Constraints on remote working, requiring VPN access and additional tools.
• The need to support multinational operations while maintaining consistent communications standards.

External incidents affecting physical infrastructure further highlighted the need for a cloud-based architecture that could reduce reliance on on-site equipment and improve business continuity.

Why Colt?

Emuca had already established a trusted relationship with Colt as its communications provider. When the organisation decided to modernise its telephony platform, it evaluated several options before selecting Colt for its ability to deliver a globally consistent solution with native Microsoft Teams integration.

The decision was also influenced by Colt's consultative approach and close collaboration with Emuca's IT team, led by Víctor Pedrón, IT Systems Manager.

Key differentiators included:

• Native Microsoft Teams integration.
• Centralised international numbering services.
• Regulatory compliance across operating countries.
• Dedicated support throughout the transformation journey.

The solution

To support Emuca's modernisation objectives, Colt delivered a cloud communications solution built on SIP Trunking with a Cloud Session Border Controller (SBC), powered by Colt Intelligent Communications (CIC).

The new architecture consolidated internal and external voice communications into a single environment, eliminating silos between legacy systems and collaboration platforms.

The solution included:

• Cloud SBC, a secure cloud-based Session Border Controller providing connectivity between the Colt network and Microsoft Teams, ensuring high availability, security and voice quality.
• Native Microsoft Teams integration, a seamless user experience without the need for additional software agents, reducing complexity and ongoing management overhead.
• Centralised SIP Trunking, replacement of legacy PBX infrastructure with a fully cloud-based telephony platform, removing dependency on on-premis equipment.
• International numbering, geographic phone numbers provisioned across Spain, Italy, France and the UK, enabling local market presence through a single global provider.
• Direct Inward Dialling (DID), dedicated numbers for individual employees, improving customer engagement and enabling more personalised communications.
• Unified presence management, integrated visibility of calls, meetings and availability status, helping teams manage workloads more effectively and improving customer response times.

The deployment was completed smoothly with minimal service disruption. Alongside the technical implementation, Colt supported Emuca with user adoption and change management activities to help employees transition to a unified communications environment.

Business outcomes

By moving to a cloud-first communications model, Emuca achieved measurable improvements across its operations.

• A single communications platform, Internal collaboration and external telephony are now managed through one integrated environment.
• Greater flexibility for employees, teams can work effectively from any location without the need for VPN connectivity.
• Reduced operational complexity, the retirement of legacy infrastructure has lowered maintenance requirements and reduced technology risk.
• Improved productivity, customer service teams benefit from better visibility of colleague availability and more efficient communication workflows.
• Lower operating costs, the migration enabled Emuca to remove legacy IP VPN services, delivering ongoing cost savings.
• Simplified international operations, centralised numbering and management have streamlined communications across multiple countries.
• Enhanced resilience, the move away from physical telephony infrastructure has strengthened business continuity and reduced dependence on on-site systems.

Customer perspective

We now have all our communication channels unified in a single environment, both internal and external. Colt's solution provides complete integration with Microsoft Teams and, as an international operator, has made it easy for us to obtain numbering across all the countries where we operate.

Víctor Pedrón, IT Systems Manager, Emuca