Financial Services
Modernising Voice Platforms For A Financial Institution
Scout Outsource replaced a financial institution's ageing PBX with an enterprise VoIP platform, porting existing numbers, integrating with business systems, introducing call analytics and renegotiating minute rates.
The challenge
An ageing PBX was expensive to maintain, could not support remote working and gave the business no usable call reporting.
What we did
Scout migrated the estate to an enterprise VoIP platform with number porting, integration into existing systems and call analytics, then renegotiated the minute rates.
Outcomes
- Legacy PBX retired with no loss of numbering
- Remote and hybrid working supported natively
- Call analytics introduced for the first time
Common questions
Can we keep our existing phone numbers when moving to VoIP?
Yes. Numbers are ported to the new platform, including main switchboard numbers and direct dials, so published numbers and printed material stay valid. Porting is scheduled rather than instant, so it is planned into the migration with the old platform live until each port completes.
Is VoIP reliable enough for a regulated business?
Yes, provided the connectivity underneath it is designed for voice: prioritised traffic, enough bandwidth headroom and a resilient circuit. Most poor VoIP experiences are connectivity or quality-of-service problems rather than platform problems, which is why we look at the network before the platform.
What call reporting do you get from a modern voice platform?
Call volumes by queue and agent, answer and abandon rates, time to answer, call recording for compliance, and live wallboards for queue state. Legacy PBXs typically expose none of this, which is why reporting is usually the change business users notice first.
Next step
Tell us what solution you're looking for.
We'll scope it, quote it, and say plainly if a smaller piece of work would solve the problem instead.