Free guide · Contact centre

Planning on upgrading your contact centre?

What you'll learn.

Discover seven practical steps to plan, evaluate and deliver a successful contact centre transformation, from defining requirements to building a future-ready roadmap.

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THE GUIDE

Your guide to upgrading your contact centre, without the guesswork.

If your contact centre is somewhere on this year's risk register, you're not alone. Most UK IT leaders are dealing with the same ageing lines, the same pressure to cut cost and improve service and the same question: where do we actually start?

Inside, you'll get:

The seven questions to ask before any platform conversation, from mapping where customers get stuck to choosing a partner who can show their work.
What the January 2027 PSTN switch-off actually means for your lines, and how to use it as more than just a migration deadline.
How to get self-service and channel strategy right from the start, instead of bolting them on afterwards.
A practical checklist to work through before you talk to a single supplier.
Real examples from UK organisations, including the DVLA and the Highland Council, who've already made the move.

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No obligation, just practical advice to help plan your next steps.

Why this matters now

The cost of standing still

Poor customer experience isn't just a service issue, it's a business issue. Here's what's really at stake when a contact centre falls behind.

£234bn

lost UK sales a year from poor customers experience.

36%

of customers leave for good after a single poor call.

3.9

different communications technologies run by the average contact centre.

Real contact centre upgrades, real results

The guide includes case studies from the Driver and Vehicle Licensing Agency, the Highland Council and CRIS.

£8m

saved over the contract term after DVLA replaced its legacy telephony and contact centre infrastructure.

300,000

self-service sessions a month, with 30% resolved without an agent, once DVLA's platform went live.

5,000

users and two contact centres migrated across 400 sites by the Highland Council in under a year.

Contents

7 questions to ask before you upgrade

A contact centre upgrade touches technology, process and people all at once. This guide walks you through each question with specific steps we use with our customers.

Do you know where customers get stuck?
Do you have an honest baseline?
Is the PSTN switch-off your trigger or your whole plan?
Do you know your channel strategy?
Is self-service designed in or bolted on?
Are your agents part of the project?
Can you partner show their work?