MEET THE COMMUNICATIONS TEAM

PAUL STOREY

Paul Storey
Head of Product – Communications

I’m responsible for the Communications product portfolio at Redcentric. I’ve been with the company for about 13 years, looking after a diverse range of products and services, from SIP trunking to inbound calling and from direct routing through to omni-channel contact centres.

I started my career on the frontlines at BT in the old exchange before spending nine years in the military. I then joined Nortel, working in Contact Centre Support and honing my project management skills. My career then led me to work with large telecoms vendors like Marconi, Nortel, and Ericsson, gaining valuable experience across both fixed line and mobile spaces.

I’ve also worked as a contractor, which allowed me to travel around the world, implementing telecoms solutions in the US, Thailand, and Hong Kong. This global exposure has given me a unique perspective on the challenges customers face, no matter where they are.

Every customer is on a journey, and at the same time technologies and capabilities continue to evolve. We aim to match capabilities to customer needs, and these will be different depending on where customers are on their cloud journey.

Many organisations are still grappling with the upcoming PSTN switch-off, initially scheduled for December 2025 and now extended to January 2027. This transition affects customers in ways they may not have considered or planned for. Numerous businesses still rely on legacy systems that have been customised over the years, making the integration with new technologies challenging.

Customers who depend on copper lines for services such as alarm systems, lift lines, and legacy fax services can rely on our team for support and guidance. We are here to help them navigate this change effectively and ensure a smooth transition. For customers transitioning from legacy technologies like PSTN or ISDN and just starting their journey to the cloud, we offer a route through traditional UCaaS (Unified Communications as a Service). More recently, many customers are leveraging their Microsoft licensing to enable voice within Teams, providing a basic yet robust voice solution.

For more advanced organisations, we offer feature-rich solutions, including omnichannel contact centres, call recording, and AI to provide deep organisational insights. Our services cater to all stages of the customer journey, ensuring there’s a tailored solution whether you’re just beginning or looking for sophisticated capabilities.

We’re focused on enhancing our offerings and meeting our customers’ evolving needs.

Firstly, we’re concentrating on the continual evolution of our Microsoft services. We’re working towards becoming Operator Connect certified to improve our capabilities within Microsoft Teams.

Secondly, we’ve been enhancing Microsoft Teams enabled call analytics, call recording and AI services. These are all exciting developments, that will give customers valuable insights across their business.

Lastly, we’re innovating our healthcare proposition. We’re exploring ways to increase patient uptake and satisfaction by adding new functionalities such as patient text back, redirecting callers directly to online appointments. and incorporating a patient “call me back” widget function for a surgeries’ website. We’re also looking into real-time transcription services to assist patients for whom English is a second language, aiming to improve their overall experience and make healthcare services more accessible and efficient.

These projects are critical as they address the diverse needs of our customers, from enhancing business communications to improving patient care in healthcare settings. By staying at the forefront of technology and customer service, we aim to provide solutions that are both innovative and practical.

Our goal is to support customers at every stage, from those taking their first steps to those with more complex requirements. By working with us, you benefit from our dedicated solutions and pre-sales teams who collaborate with you to understand your specific challenges and desired outcomes. We then create a tailored plan to guide you safely and securely to your ultimate destination.

Our services help customers to modernise their voice communications, allowing them to leverage their existing investments and maximize their value. By offering a unified interface—a single pane of glass—we improve the end-user experience, enabling them to work more efficiently with a common set of tools. This unified approach not only simplifies management but also enhances productivity and user satisfaction.

Ultimately, we develop and deliver services which help customers transition smoothly to modern communication solutions, ensuring they can operate effectively and stay ahead in their respective fields.

The Voice marketplace is poised for significant transformation as technology continues to evolve. Organisations will increasingly look to leverage the latest advancements with a provider that can deliver those capabilities quickly and efficiently, which is what we are focused on doing for our customers.

I expect AI is expected to play a significant role in driving communications services forward, although the landscape is still somewhat uncertain.

Providers that offer multiple solutions and can seamlessly transition organisations between these solutions with minimal disruption will have a competitive edge. The key will be a great user experience and interface, while minimising a customer’s business risk.