Summary
TTEC is a global customer experience technology and services company headquartered in Austin, Texas, focused on designing, implementing, and delivering transformative customer experiences. Their SharePoint based intranet Mosiac is a central part of it’s employee experience. When TTEC needed to remove LiveTiles from Mosaic, the challenge was not simply to replace an add-on. It was to protect everything that had been built around it, including brand identity, targeted communications, policy access, recognition and everyday navigation. We worked with TTEC across the original Mosaic build and the later transition away from LiveTiles, replacing that dependency with SharePoint Online out of the box capability. The focus was to preserve high value components through custom webparts, and continue to develop the intranet through a flexible programme of follow-on phases. Mosaic did not stall when the platform changed. It kept moving.
The challenge
TTEC had already invested in Mosaic as a genuine employee experience platform, not just a news channel. Communications, policy access, recognition and day-to-day navigation all sat inside it, and employees relied on it daily. The complication arrived when TTEC needed to remove LiveTiles. How do you take out a platform dependency without also taking out the experience employees had come to expect?
That single decision created several overlapping problems at once:
- replacing the dependent experiences inside Mosaic
- preserving the value already built into the original intranet, rather than starting again from scratch
- protecting TTEC’s brand identity and visual presence in Mosaic, which the business did not want to lose along with the underlying platform
- keeping core use cases working throughout, including targeted communications, policy access, navigation and recognition
- improving governance and usability around policy content, not just delivering a like-for-like swap
- continuing to deliver enhancements in manageable phases rather than one disruptive rebuild
The key thing to understand about this kind of transition is that removing a third-party layer rarely leaves a clean gap. It leaves a specific list of things employees now expect, and a specific look and feel the business has grown attached to, that the base platform does not provide out of the box. That is the constraint TTEC and Content Formula worked through together.
If you’re weighing up removing a third-party platform layer without losing the experience people rely on, talk to our team about planning that transition properly.
Why treat a LiveTiles removal as a modernisation project, not a straight swap?
We supported TTEC across the original Mosaic solution and the modernisation that followed, working closely with their team throughout. Defining requirements came first, followed by wireframe reviews, technical transition planning and, later, shaping the follow-on phase work.
- replacing the dependent functionality directly in SharePoint Online out of the box
- preserving important Mosaic experiences through custom webparts and tailored SharePoint solutions, rather than losing them in the transition
- running workshops and wireframe discussions on policies, search, filtering and functionality requirements, so the rebuilt experience matched what employees actually used
- planning the technical cutover and the changeover that went with it
- delivering follow-on Phase 2 improvements through a flexible hours based model, so TTEC could keep investing in Mosaic without committing to another large fixed-scope project
The result was that the transition became an opportunity rather than only a risk to manage. Instead of migrating experiences as-is, TTEC and Content Formula could ask which components were still earning their place and which needed rethinking.
What was delivered
The work covered a wide range of employee experience needs rather than one isolated feature. Once Phase 1 was complete, Mosaic was running fully on SharePoint Online out of the box. Later phases built on that foundation:
- Policies and I Need To: handbook-style experiences with their own customisations and theming, giving employees one familiar place to find policy and self-service content rather than hunting across disconnected pages.
- Global Recognition: preserved employee recognition functionality inside the intranet experience. A valued part of TTEC’s culture did not become a casualty of the platform change.
- Lightspeed365 Brand Customiser, delivered under perpetual licence: this kept Mosaic looking and feeling like TTEC’s own intranet, protecting the visual identity the business was not willing to lose, rather than settling for a generic SharePoint site.
- Follow-on policy refinements, including a bilingual policy index in English and French, policy page customisation, label handling, and a custom approval workflow built in Power Automate. These closed the governance and usability gaps that a straight like-for-like replacement would have left behind.
- Global Calendar of Events enhancement planning, covering event display logic, metadata, forms, sign-up options and reusable component design, aimed at giving employees better visibility of company events without building a one-off solution that would need replacing again later.
- Messages for You: a communications focused component supporting targeted internal messaging, so TTEC could keep reaching specific audiences with relevant messages instead of falling back on broadcast communications that most employees would scroll past.
None of this was a single project delivered once and left alone. It was a sequence of decisions about what to rebuild, what to refine, and what to plan next.
LiveTiles
SPOOTB
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Why it mattered
A lot of intranet projects lose momentum at exactly this point, when a supporting platform or add-on is removed and the team has to decide whether to rebuild properly or patch around the gap. TTEC did not lose that momentum. Mosaic kept supporting the things employees actually used it for: finding out what was happening, accessing policies confidently, seeing recognition given to colleagues, and knowing where to go for self-service tasks.
If TTEC had stopped at the minimum platform removal, the likely result would have been an intranet that technically worked but felt like a step backwards: fewer targeted communications, a less usable policy experience, a diluted brand presence, and no clear route to further improvement. Instead, the transition became the starting point for continued investment, including better policy governance, bilingual support and planning for event visibility, delivered through a flexible model that did not require another large project to get moving.
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