Cloud telephony migration and modernisation are often mistakenly used interchangeably. However, they have distinct meanings and implications for businesses.
Telephony migration relates to a specific event, the switch from A to B. It’s often a significant, one-time (or phased) project.
Telephony modernisation is an ongoing process that includes migration as a key component but goes further to future proof communications aligning them with digital transformation and efficiency goals.
While migration to the cloud is a common step in the modernisation process, it is not the only option. Both migration and modernisation are essential for businesses to stay competitive in today’s digital world and provide seamless communication experiences.
1. What is Telephony Migration?
Telephony migration generally involves shifting from traditional, analogue telephone networks to modern, internet-based systems, primarily Voice over Internet Protocol (VoIP) or cloud telephony.
It’s a significant undertaking for any organisation, but an essential step for businesses looking to modernise their communications, reduce costs, and leverage advanced features for improved productivity and collaboration.
Why is Telephony Migration Happening?
Cloud telephony migration involves moving all functionalities and features of an existing telephony system to a cloud-based platform. The main objective of migration is to leverage the benefits of cloud technology, such as scalability, flexibility, and cost-effectiveness.
- Obsolescence of Traditional Networks: The traditional copper-wire networks (PSTN/ISDN) are ageing, expensive to maintain, and becoming increasingly unreliable.
- Technological Advancement: Internet Protocol (IP) networks offer far greater capabilities, flexibility, and cost-effectiveness.
- Industry Shift: Telecommunications providers globally are discontinuing support for older networks, pushing for an “all-IP” future. In the UK, for example, a full PSTN switch-off is planned by January 2027.
Key Stages in Telephony Migration
- Converting Services to VoIP: This is the core of the migration, where phone calls are transmitted as data packets over the internet rather than traditional phone lines.
- Hardware Changes: This might include replacing traditional PBX (Private Branch Exchange) systems with cloud-based solutions and upgrading or provisioning new IP phones or softphones (software on computers/smartphones).
- Phone Number Porting: Transferring existing phone numbers to the new VoIP provider.
- Infrastructure Assessment: Ensuring the existing network (internet connection, cabling, switches) can handle the demands of VoIP, especially for quality of service (QoS).
- Systems Integration: Connecting the new telephony system with other business applications like CRM, unified communications platforms (e.g., Microsoft Teams), and collaboration tools.
- User Training: Educating employees on how to use the new system and its features.
Benefits of Telephony Migration
- Cost Savings: Reduced infrastructure costs, lower call charges (especially for long-distance and international calls), and a pay-as-you-go model for cloud services.
- Scalability & Flexibility: Easily add or remove users, lines, and features as business needs change. Supports remote and hybrid work models.
- Enhanced Features: Access to advanced features like call routing, voicemail-to-email, video conferencing, instant messaging, call recording, unified communications, and analytics.
- Better Reliability & Disaster Recovery: Cloud-based systems often have built-in redundancy and disaster recovery measures, ensuring business continuity.
- Productivity Gains: Streamlined communication, better collaboration tools, and accessibility from anywhere on any device can boost efficiency.
- Future-proofing: Moving to IP-based systems prepares businesses for future innovations.
Common Issues During Telephony Migration
As part of telephony migration, businesses typically transfer their phone numbers, call routing configurations, IVR (Interactive Voice Response) systems, and other features.
This allows them to eliminate the need for on-premises hardware and infrastructure, reducing maintenance and operational costs.
However this process can raise some issues:
- Downtime and Disruption: The migration process, especially number porting, can sometimes lead to unpredictable downtime if not meticulously planned and managed.
- Compatibility Issues: Older equipment or devices (like alarm systems and lifts) that rely on traditional phone lines may not be compatible with VoIP and require replacement or alternative solutions.
- Bandwidth Requirements: Ensuring sufficient internet bandwidth and network quality to support clear and reliable voice calls.
- Security Concerns: As voice traffic moves over IP networks, ensuring adequate security measures (encryption, firewalls) is crucial.
- Complexity: Large or complex migrations can be intricate, requiring careful planning, coordination with providers, and internal stakeholder management.
- User Adoption: Training and managing the transition for employees to ensure they are comfortable and proficient with the new system.
2. What is Telephony Modernisation?
Telephony modernisation transforms your communications into a strategic asset that supports business goals, improves efficiency, enhances customer and employee experience, and keeps the organisation competitive.
It involves integrating advanced features and functionalities that are not available in traditional telephony systems. Often this means moving to the cloud, but it can be achieved through on-premises solutions as well.
Key features of telephony modernisation
- Cloud telephony (VoIP/UCaaS): Moving away from on-premises hardware and relying on internet-based services for voice communication.
- Unified Communications (UC): Integrating voice with other communication channels including video conferencing, chat, presence, document sharing, email and voicemail transcription.
- Enhanced features & functionality: These include intelligent call routing, automatic call distribution, interactive voice response, call recording, analytics, sentiment analysis and CRM integration for improved customer service. Mobility enablement allowing receive calls from any device or location. Advanced analytics to optimise operations and AI powered tools.
- Scalability & flexibility: Designing a system that can easily scale up or down based on changing business demands, seasonal peaks, or growth.
- Cost Optimisation: Moving from capital expenditure (CapEx) to operational expenditure (OpEx) with subscription-based cloud services, reducing maintenance costs, and potentially lowering call charges.
- Security & Resilience: Implementing robust security measures for voice data and ensuring high availability and disaster recovery capabilities.
- Business Applications Integration: Connecting the telephony system with other critical business software like CRM (Customer Relationship Management), ERP (Enterprise Resource Planning), and help desk systems to streamline workflows and enhance productivity.
- User Experience (UX): Making communication tools intuitive, easy to use, and accessible to employees, which drives adoption and efficiency.
3. When to Modernise or Migrate
Migration only requires moving an existing system with minimal changes, whereas modernisation is a fundamental transformation, involving rebuilding or re-architecting your system.
Ultimately, the decision hinges on each business’s current state, strategic direction, and willingness to invest in a transformative change versus a more incremental shift.
Many businesses find that an initial migration to a cloud-based VoIP system is a good first step, with continued modernisation efforts layered on top to unlock further benefits.
When to Choose Migration
- If core business processes work efficiently, and minimal changes to application logic are required.
- When you need quick technological upgrades or have significant budget/time constraints.
- If your existing systems are fundamentally sound, but you want to move them to a more cost-effective or flexible environment (e.g., cloud).
When to Choose Modernisation
- If your current systems are inflexible, complex, or significantly limit innovation.
- When scalability, agility, and advanced features are critical for future growth.
- If your business needs significant technological transformation to meet strategic goals.
- When existing applications contradict your long-term digital strategy.
Preparing for telephony modernisation is a strategic process that involves meticulous planning and execution. By assessing your business goals, choosing the right provider, and implementing a phased approach, you can ensure a smooth transition.
For more information contact us info@redrosetechnologies.co.uk or 01249 912200