Replacing legacy telephony systems with omnichannel solutions requires a phased approach in which you first analyze your current situation, then create a migration plan and move step by step to an integrated communications platform. The key lies in careful preparation, choosing the right partner and minimizing business interruption during the transition.
Why have legacy telephony systems such as Avaya and Mitel become a problem?
Legacy systems such as Avaya and Mitel are obsolete due to technological developments, acquisitions and lack of modern functionality. They cause rising maintenance costs, security risks and compatibility issues with new technologies. Companies remain stuck because migration seems complex and the cost of doing nothing only becomes apparent later.
The main problem with these systems is that they were originally designed for a different time. Back when telephony was primarily about voice traffic between landlines. Now employees need flexibility, work hybrid and customers expect multi-channel communication.
Concrete problems you encounter:
- High licensing costs and expensive maintenance contracts without a clear roadmap
- Limited integration capabilities with modern tools such as Microsoft Teams
- No support for hybrid working or mobile integration
- Security breaches due to outdated software and limited updates
- Inability to add new features
Every month you wait, technical debts pile up further. Employees are frustrated by systems that don’t move with the way they work, and customers notice the limitations in service and accessibility.
What does omnichannel telephony really mean for your business?
Omnichannel telephony integrates all communication channels – phone, email, chat, social media, WhatsApp and SMS – into one cohesive system. Your customers can switch seamlessly between channels while maintaining their full call history and context. For employees, this means one interface for all customer interactions.
The difference from traditional telephony is fundamental. Instead of separate systems that each track their own information, you get an integrated platform that connects all touch points with customers. A customer can start with an email, move to chat and end with a phone call, with each agent having instant access to the full history.
Practical benefits for your organization:
- Employees can be reached anywhere via their landline number, including mobile
- Customers don’t have to repeat their story when changing channels
- Automatic routing to the right employee based on expertise
- Real-time visibility into all ongoing customer interactions
- Seamless integration with your existing CRM and other systems
For customers, it feels like they are always communicating with one organization, regardless of the channel. For employees, it means less administration and more time for real added value in customer contact.
How do you plan a telephony system migration without business interruption?
A successful migration requires a phased approach where you run systems in parallel during the transition. Start with a thorough analysis of your current infrastructure, plan the migration in smaller steps and make sure you have comprehensive backup plans. Employee training starts even before the actual transition.
The trick is to make the transition so gradual that customers don’t notice. This means temporarily running old and new systems side by side, so you always have a safety net.
Step-by-step migration process:
- Inventory phase – Map all current numbers, users and functionalities
- Set up test environment – Configure the new system in parallel with the existing one
- Select pilot group – Start with a small group of enthusiastic employees
- Phased rollout – Migrate by department or location, not all at once
- Monitoring and adjustment – Keep a close eye on performance
- Complete transition – Do not shut down the old system until everything is running stably
Timing is critical. Schedule critical transition phases outside business hours and avoid busy periods. Have technical support available during and after the migration. A good partner will guide you through the entire process and eliminate risks.
What costs can you expect when replacing your legacy system?
The total investment consists of initial implementation costs, hardware, licenses, training and support. For most organizations, the cost is between 50-200 euros per user per month, depending on functionalities and number of users. It is important that you also include the hidden costs of your current system in the equation.
Many organizations forget the true cost of their legacy system. These consist not only of licenses, but also maintenance contracts, internal IT time, missed efficiencies and frustration of employees not being able to work optimally.
Cost categories to consider:
- One-time costs: Implementation, migration, hardware and initial training
- Monthly cost: Licenses per user, maintenance and support
- Hidden savings: Less IT management, lower telecom costs, increased productivity
- Opportunity cost: What is the cost of doing nothing?
Most organizations see a positive return on investment within 12-18 months. This is due to lower operating costs, increased employee productivity and better customer experience leading to increased revenue.
Don’t forget to include the cost of delayed migration. Legacy systems become more expensive to maintain every year, while new features can no longer be added. Technical debt is piling up.
How do you choose the right omnichannel partner for your situation?
The right partner combines technical expertise in legacy migrations with proven experience in omnichannel deployments. Look for certifications such as ISO 27001 for information security, references from similar organizations and a clear long-term vision. Importantly, they can deliver everything under one roof without complex vendor management.
A good partner will take the entire process off your hands – from analysis to implementation, training and ongoing support. They understand the specific challenges of legacy systems and have experience with organizations in your industry.
Key selection criteria:
- Technical expertise: Proven experience with Avaya and Mitel migrations
- Certifications: ISO 27001 for information security as a minimum requirement
- References: Clients in similar situations and industries
- Support: Dutch help desk and proactive monitoring
- Total package: No costly customization, but smart combination of proven modules
We have experience replacing legacy systems with modern omnichannel solutions since 2009. Our approach combines standard building blocks into customized solutions with no customization costs. We are ISO 27001, ISO 9001 and ISO 26000 certified and offer everything under one roof – from development to management and support.
Our omnichannel business telephony solution integrates all communication channels and uses Agentic AI – an evolution from traditional automation to self-thinking assistants that take initiative independently. So you get not just a modern telephony system, but a complete customer experience platform that grows with your organization.
Frequently Asked Questions
How long does a complete migration from a legacy system to omnichannel telephony take?
A typical migration takes 6-12 weeks, depending on the complexity of your current setup and the number of users. The first 2-3 weeks consist of analysis and preparation, followed by a phased rollout that requires each department 1-2 weeks for full implementation. Because of the parallel approach, your business remains accessible as usual throughout the process.
What happens to my existing phone numbers during the migration?
All your existing numbers are retained and seamlessly transferred to the new system. Through number portability, we arrange for customers and partners to continue to reach you on the same numbers. The process is completely transparent - customers won't notice anything about the transition except that they will soon be able to reach you through other channels.
How do you train employees to work effectively with the new omnichannel system?
Training starts as early as 2 weeks before the actual transition with online modules and hands-on sessions in the test environment. We offer personal guidance during the first days after implementation, plus ongoing support via our Dutch help desk. Most employees are fully productive with the new system within 3-5 days.
What integrations are possible with existing systems such as CRM and Microsoft Teams?
Our omnichannel solution integrates by default with popular CRM systems such as Salesforce, HubSpot and Microsoft Dynamics, plus full Teams integration for unified communications. ERP links and custom APIs are also possible. We analyze your current systems during intake and ensure that all relevant data flows seamlessly between platforms.
What are the biggest pitfalls when replacing a legacy telephony system?
The most common mistakes are: migrating too hastily without proper preparation, inadequate backup planning, and not involving employees in the process in a timely manner. Also, organizations often underestimate the complexity of their current configurations. By taking a phased approach with extensive testing and an experienced partner, you can avoid these pitfalls.
How do you make sure the new solution is future-proof?
Choose a cloud-native platform that automatically receives updates and adds new functionality at no extra cost. Make sure your partner invests in innovation such as AI integration and emerging communication channels. A modular structure ensures that you can easily add new functionalities without replacing the entire system.
What support can I expect after implementation?
After implementation, you get access to our Dutch help desk during business hours, plus 24/7 monitoring of system performance. We offer monthly reviews to discuss optimizations and proactive updates on new features. In case of acute problems, there is always a direct escalation line to our technical specialists.
