Move from ageing lines and fragmented systems to dependable cloud telephony with managed migration, continuity planning and Redcentric service assurance.
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THE OPERATIONAL CHALLENGE
Old lines, mixed systems and local workarounds can quickly become difficult to support, secure and justify. Modernising gives you the opportunity to simplify your estate, protect service continuity, and relieve pressure on IT without creating more disruption along the way.
Move from ageing systems to a modern cloud-based phone system. Dependencies on PSTN, ISDN or an existing PBX can make future planning more difficult.
Keep important numbers protected throughout the move. Before any change begins, we map number ownership and identify the call flows or services that depend on them.
Build resilience into call routing from the outset. Customers and teams still need dependable calling throughout the migration and after the new cloud phone service goes live.
Understand your current voice estate before change starts, including key users, number ownership, supplier dependencies and migration requirements.
We document number ownership and manage the porting process, with added care for critical numbers and service dependencies.
A dependable business calling solution with a cloud phone service built around your organisation’s needs, users and tools into one managed communications environment.
We configure Interactive Voice Response (IVR), and the routing rules that help calls reach the right place. This can include hunt groups, call queues or time-of-day settings.
We plan and test the cutover before go-live, with a clear route back if an issue occurs. This helps minimise avoidable disruption.
We provide ongoing operational support, backed by documentation and controls aligned to the complexity of your service. PCI-compliant telephony is also available where secure telephone payments are required.
Build a voice foundation that supports future reporting requirements, new service integration and conversation intelligence.
We support your organisation’s ability to take secure phone payments for customers and suppliers with Payment Card Industry Data Security Standard (PCI DSS) compliance.
From first conversation to fully running – in four steps.
Build a clear picture of the current voice estate and the dependencies that could affect the change, including critical call flows or analogue services.
Shape a digital voice service around the customer’s operating needs, with the right routing and continuity measures in place.
Manage the transition from configuration and testing through to cutover. We also prepare users and document the new service before it goes live.
Once the service is live, Redcentric provides clear operational ownership, ongoing reporting and future-ready options for analytics, recording and assurance as your needs evolve.
From queues to quick answers, City View medical practice boosted answered calls by 10.8%
City View moved beyond a four-phone model to a modern hosted telephony service that enables up to 13 staff to log in and handle calls. Teams can now respond quickly to demand, cover absences more easily and direct resources to the busiest lines in real time.
Seven dedicated call routes now connect patients with the right service, including appointments, prescriptions, vaccinations, home visits and test results. Smarter routing has helped balance demand, reduce unnecessary queueing and create faster, fairer access for around 15,000 patients.
Live dashboards, detailed call analytics and accessible call recordings give the practice greater control over performance, staffing and service quality. Managers can continuously refine call flows, strengthen governance and use real evidence to support recruitment, training and complaint resolution.
“ We were able to generate a business case based on the call data and get approval to employ part-time staff to cover the biggest spike in calls during the day. We now have the flexibility to allocate staff to where the demand is. ”
Voice modernisation is not just a replacement exercise. The important work is understanding what must keep working, what risk needs to be reduced and how change should be managed without unnecessary disruption.
Redcentric brings the voice expertise and managed support needed to guide a critical cloud telephony migration, so your team does not have to manage the change alone.
We combine proven communications technology from fully accredited partners with Redcentric’s own industry-recognised certifications. So, you can trust that every solution is designed, delivered and managed to established standards.
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