That's why we've created our free guide, Planning a contact centre upgrade? Start with these 7 questions. It provides a practical framework for evaluating your current environment, preparing for the switch-off and building a roadmap that aligns with your business goals.
Five reasons to download the guide
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It answers the question everyone asks first. Most upgrades stall at the starting line. The guide gives you seven questions to work through before you choose a platform, so you move forward with confidence.
- It's built on real UK results. You'll see what happened when organisations such as DVLA and The Highland Council made the move, and the practical lessons that came with them.
- It puts the PSTN switch-off in context. GOV.UK expects most organisations to have moved from analogue to digital landlines by the end of January 2027. The guide helps you decide whether the switch-off is just your trigger or the start of your whole plan.
- It gives you tools to use straight away. A platform selection framework and a supplier evaluation checklist help you compare options and ask the right questions.
- It's free, with no strings attached. Download it, read it and decide your next move. If you'd like to talk it through with one of our specialists afterwards, we'll be happy to help.
What's inside the guide
The guide helps you work through your upgrade step by step. Inside, you'll find:
- How to identify the customer journeys causing friction
- The seven questions to answer before choosing a platform
- What the PSTN switch-off means for your contact centre plans
- How to build a service and channel strategy
- A practical checklist for evaluating suppliers
- Lessons from real public sector and enterprise migrations
CLICK HERE to download the guide to work through the seven questions with your team.
The cost of delaying a contact centre upgrade
It's easy to put an upgrade off, because the contact centre is still running. But the cost of waiting adds up, often without anyone noticing.
Waiting also narrows your choices. GOV.UK reports that over two thirds of UK landlines have already been upgraded to VoIP, and it advises organisations that rely on landlines to move at the earliest opportunity rather than wait for the deadline. Our PSTN replacement services can help you audit, design, test and roll out the change.
Who the guide is for
The guide is written for IT leaders and contact centre managers who are planning an upgrade, whether that's replacing ageing lines, moving to the cloud or adding self-service and new channels. It's helpful if you're just starting to explore your options, and it's equally useful if you've already got a shortlist and want to check your thinking. When you reach the supplier checklist, the NCSC's guidance on choosing a cloud provider is a handy companion.
Get your free guide
Take the guesswork out of your upgrade. Download your free contact centre upgrade guide and get practical advice for each stage, backed by data and real UK deployment insights. There's no obligation, and you can talk it through with one of our specialists when you're ready.
FAQs
Is the guide really free?
Yes. The guide is free to download, with no obligation. You can read it first and talk to a specialist afterwards if you'd like to.
What will I learn from the guide?
You'll learn how to spot the customer journeys causing friction, work through seven questions before choosing a platform, understand what the PSTN switch-off means for your plans, build a service and channel strategy, and evaluate suppliers with a practical checklist.
Who is the guide for?
It's written for IT leaders and contact centre managers who are thinking about an upgrade, whether that's replacing ageing phone lines, moving to the cloud or adding self-service and new channels.
What does the PSTN switch-off mean for my contact centre?
If your contact centre relies on analogue or ISDN lines, those services will need to move to digital technology. GOV.UK expects most organisations to have switched by the end of January 2027, so the sooner you audit what depends on your lines, the more choice you'll have. The guide helps you decide how to fit this into your wider plan.
We're already planning a move to the cloud. Is the guide still useful?
Yes. The seven questions apply whatever your starting point. They help you check your baseline, your channel strategy and your supplier shortlist before you commit. For the basics of cloud contact centres, see our guide to CCaaS.
Is the guide really free? We've already moved off PSTN. Is the guide still relevant?
Yes. The PSTN switch-off is a trigger for an organisation to upgrade its contact centre, but if you’ve already moved to digital lines this guide is just as relevant in helping you plan an upgrade.
Do we need to talk to a salesperson to et the guide?
No. Clicking the download link will give you direct access to the guide, and there is no obligation. We hope that the information in the guide is useful, and our specialists are happy to answer any questions you may have.
