Telephony Migration
Saga Insurance Ltd - October 2023

I managed the migration to a new telephony platform, ensuring seamless integration with the company’s existing CRM and delivering the change within a high-risk contact centre environment. The project aimed to improve reliability, enhance functionality, and create a more resilient infrastructure to support customer interactions.

Migration from the legacy telephony platform to a modern solution.

Full integration with the existing CRM to ensure continuity of customer records and reporting.

Business readiness activities, including training and communication for contact centre staff.

Testing and validation of call flows, IVRs, and reporting features.

Post-go-live support and stabilisation.

Delivering change in a high-risk contact centre environment where downtime could directly impact customers.

Resolved by scheduling phased migrations outside of peak hours, running pilot groups first, and ensuring robust fallback options.

Integrating the new telephony system with the existing CRM.

Addressed by working closely with vendors and IT teams to configure APIs, conduct joint testing cycles, and validate reporting outputs before go-live.

Maintaining service continuity during cutover.

Achieved by running dual systems temporarily, using detailed cutover checklists, and deploying a rapid-response technical support team.

Driving adoption and confidence among contact centre agents.

Overcame with targeted training, user guides, and floor-walkers available during and after go-live to provide hands-on support.

Balancing project delivery with limited IT resources diverted to other priorities.

Mitigated by starting early, maintaining buffer periods in the timeline, and phasing rollout to ensure the project stayed on track.

Successfully migrated to a modern telephony platform with no unplanned downtime for customers.

Achieved full CRM integration, ensuring seamless customer journeys and accurate reporting.

Improved contact centre resilience and functionality, supporting long-term scalability.

Increased agent efficiency and satisfaction with a more reliable, user-friendly system.

Built stakeholder confidence by delivering a high-risk project smoothly and on schedule.