Three phone systems merged into one cloud platform

The challenge

Three companies within one group were each running their own legacy voice system. That meant three maintenance contracts, three sets of call handling rules, and no way to see how the group as a whole was performing on the phone. Call routing had been configured years earlier and no longer matched how any of the businesses actually operated. Reporting was effectively non-existent, so questions like how many calls were being missed simply could not be answered.

What I did

I started with a full review of all three estates: what was installed, what it cost, what was contractually committed, and what people actually used day to day. That fed into a written requirement, which I took to market rather than accepting the incumbent's renewal quote. Once a platform was chosen, I led the migration end to end: number porting across all three companies, redesigned call flows, contact centre routing, AI receptionists, and direct integration into the group CRM and ERP so that call activity landed against customer records automatically. The rollout ran in phases by company, with user training ahead of each cutover.

The outcome

Over 1,100 users across three companies now run on a single voice platform. Cost came down through consolidation, calls route in a way that reflects how the business genuinely works, and for the first time the group has visibility of call volumes and performance.

At a glance

• Over 1,100 users consolidated onto one platform
• Three maintenance contracts reduced to one
• Call flows redesigned around actual working patterns
• CRM and ERP integration so calls log against records
• AI receptionists handling first-line call routing
• Call reporting introduced where none existed

Related service

This work falls under Phone systems, UCaaS & CCaaS. If you are facing something similar, that page explains how I approach it.

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