Analogue to Cloud
Communications transformed
A Complex Migration Made Seamless - Keeping Vulnerable People Connected
Public SectorMulti-Site
Project Overview
Healthwatch Kirklees is the independent health and social care champion for people in Kirklees, helping vulnerable people navigate and access the services they need. When their communications go down, it is not just an operational inconvenience - it is people unable to get through. That raised the stakes on their migration from analogue to modern cloud communications considerably.
Multi-site
Seamless migration
The Challenge
Healthwatch Kirklees was operating on ageing analogue communications that were slow, limited and unreliable. For an organisation that exists to support vulnerable people, any failure in communications is serious - when the system went down, there was simply no way for people to get through.
The organisation needed to modernise across multiple sites, moving to a cloud-based contact centre and voice platform. The challenge was that the migration appeared highly complex: porting existing numbers, adding new locations, coordinating between suppliers, and ensuring that at no point were the people who rely on Healthwatch Kirklees left without a way to reach them. The risk of getting it wrong was not just operational - it was a responsibility to the community they serve.
The Solution
itc took on the full complexity of the migration so that Healthwatch Kirklees did not have to. Every supplier was assessed independently - as an independent telecoms consultant, itc scoured the market to find the right solution rather than defaulting to a single provider. Numbers were ported carefully, new locations were brought onto the managed service without disruption, and the team at Healthwatch Kirklees were guided through every step.
What appeared to be a daunting process was broken down and handled methodically. The handholding itc provided throughout meant the organisation could focus on their work while itc managed the technical migration, keeping communications live at every stage.
"The team at itc and their partners provide us with dedicated IT support, internet and telephony that we simply cannot do without. Our work depends on staying connected to the people we serve, and itc understand that responsibility and take it seriously."
The Outcome
The migration was completed without a single failure. Healthwatch Kirklees moved from slow, limited analogue systems to a modern cloud contact centre and voice platform across all of their sites - and the people they serve experienced no interruption in their ability to get through.
Three years on, new locations have been added seamlessly as the organisation has grown, each brought onto the itc managed service without the disruption or complexity the team had initially feared. Without itc's guidance and expertise, a migration of this kind would have been a significant risk. With it, it became a straightforward step forward.
Zero-Failure Migration
Full move from analogue to cloud contact centre with no disruption to service users
Independent Assessment
Every supplier assessed independently to find the right solution, not the default
Uninterrupted Access
Vulnerable people maintained full access to Healthwatch throughout the migration
Seamless Expansion
New locations added over three years without complexity or disruption
Key Results
A seamless migration protecting vulnerable people throughout
- Full migration from analogue to cloud contact centre and voice - zero failures
- Numbers ported and new locations added without disrupting the service
- Vulnerable service users maintained uninterrupted access throughout
- All suppliers independently assessed - right solution chosen, not default
- Three years of reliable multi-site communications under itc management
- Organisation can add locations seamlessly as it continues to grow
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