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. <\/p>\n
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. <\/p>\n
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. <\/p>\n
Concrete problems you encounter:<\/strong><\/p>\n 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. <\/p>\n 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. <\/p>\n 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. <\/p>\n Practical benefits for your organization:<\/strong><\/p>\n 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. <\/p>\n 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. <\/p>\n 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. <\/p>\n Step-by-step migration process:<\/strong><\/p>\n 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. <\/p>\n 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. <\/p>\n 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. <\/p>\n Cost categories to consider:<\/strong><\/p>\n 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. <\/p>\n 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. <\/p>\n 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. <\/p>\n 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. <\/p>\n Key selection criteria:<\/strong><\/p>\n 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. <\/p>\n\n
What does omnichannel telephony really mean for your business?<\/h2>\n
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How do you plan a telephony system migration without business interruption?<\/h2>\n
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What costs can you expect when replacing your legacy system?<\/h2>\n
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How do you choose the right omnichannel partner for your situation?<\/h2>\n
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