It’s well known that many organisations still rely on outdated PBX systems for their business communications.
There are many experts in the industry trying to make sure that companies really consider the risks of legacy infrastructure, but more importantly, understand the benefits of moving to modern cloud technology. With that in mind we asked Mark Barnett, Sales Director at Gamma, and Ed Savory, Business Development Director, to share their insights on why now is the time to take action.
The risks of legacy PBX
So what are some of the considerations of holding on to a legacy PBX systems and how many businesses are doing this? “There are still around 7 million seats using legacy PBX in the UK,” says Mark Barnett. “That’s a significant portion of the market that needs to transition, and the longer businesses wait, the greater the risk.”
Ed Savory highlights the pressing issue of system reliability. “The skillset of engineers who maintain these older systems is becoming more scarce, and sourcing replacement parts is expensive, if not impossible. If a PBX fails, businesses may find themselves without a viable solution, causing major disruptions.”
Beyond the hardware concerns, the changing nature of work also plays a role. “We saw a huge acceleration in cloud adoption during the pandemic,” Barnett explains. “Businesses that were forced into hybrid working environments are now recognising that their legacy systems don’t support the flexibility that modern workforces demand.”
The benefits of moving to the cloud
Not only does modernising your estate make perfect sense to keep up with the fast pace of digital transformation, migrating to cloud-based telephony comes with several advantages, not least its scalability, flexibility, and integration with modern tools. “With cloud solutions, businesses can scale their communications up or down instantly, which is something traditional PBX simply can’t offer,” says Savory. “You don’t need to invest in expensive hardware upgrades just to add a few new users.”
Flexibility is another key factor. “The way people communicate has fundamentally changed,” Barnett notes. “It’s no longer just about voice calls – businesses need to integrate email, social media, WhatsApp, and more into a single communication platform. That’s where omnichannel solutions come in.”
Savory expands on this point: “Omnichannel communication allows businesses to manage customer interactions across multiple platforms in one place. This improves response times, enhances customer experience, and ensures no messages slip through the cracks.”
AI and the future of cloud communications
Everyone, it seems, it talking AI at the moment – and, in some cases, debating whether what we currently have access to is even true AI at all. With that being said, of course, “AI” has had an impact on everyone, everywhere – and will also have an impact on cloud solutions. For instance, these solutions now enable businesses to take advantage of AI-driven features such as sentiment analysis, automated transcription, and intelligent call routing.
“AI is transforming how businesses interact with customers,” says Barnett. “With features like real-time transcription and sentiment analysis, companies can gain deeper insights into customer needs and improve service quality.”
Savory highlights a recent Gamma innovation: “We’ve introduced a product called Connect for the iPECS portfolio, which brings AI-powered transcription and sentiment analysis to businesses that aren’t yet ready to adopt a full omnichannel solution. This allows them to enhance communication capabilities without making a massive leap all at once.”
The role of Microsoft Teams and other integrations
So how does Microsoft Teams fit into all this, let alone wider integrations? “We’re seeing significant growth in businesses adopting Operator Connect for Microsoft Teams,” says Barnett. “It’s one of our fastest-growing products because it allows seamless telephony integration within Teams, reducing complexity and improving efficiency.”
Savory emphasises the importance of choice: “Gamma’s portfolio is designed to cater to a wide range of business needs, whether it’s Microsoft Teams, Webex, or hybrid solutions that combine cloud and on-premise technology. We offer businesses flexibility in how they transition, ensuring they have the best fit for their specific requirements.”
The upcoming PSTN Switch-Off
The PSTN Switch-Off is a compelling event, happening in the UK, that should provide further incentive for businesses to get plans underway. “Although the switch-off has been pushed back slightly, businesses should treat this as an opportunity rather than a delay,” says Barnett. “Those who act early will have a competitive advantage, rather than rushing at the last minute.”
Savory agrees, adding, “The switch-off isn’t just about losing PSTN and ISDN lines; it’s about embracing better technology. Businesses that make the move now can future-proof their operations and ensure seamless communication for years to come.”
Gamma has been raising awareness of the switch-off to help businesses of all sizes understand what they need to know, what they can do and how they can do it.
The Gamma advantage
Gamma’s strong infrastructure and diverse product portfolio position us as a leader in cloud communications. “Our network is built for business,” Barnett states. “It’s a Tier 1, fully resilient network that operates with a business-only focus. We never run at more than 50% capacity, ensuring reliability and quality of service.”
Savory highlights the recent integration of Pragma and iPECS into Gamma’s portfolio. “Bringing these solutions under the Gamma umbrella has expanded our capabilities, allowing us to offer a broader range of solutions. Whether a business needs a pure cloud play, a hybrid approach, or a fully integrated Microsoft Teams solution, we can deliver.”
The final word
Modernising your business communications is no longer a question of ‘if’ but ‘when.’ Businesses that continue to rely on outdated systems, take risks of continuity, rising cost and in-houses skillset shortages. With an extensive portfolio that includes omnichannel, AI-driven solutions, and Microsoft Teams integration, Gamma is well-positioned to help businesses make the transition smoothly. It’s important to remember that a good provider will find the right solution that suits the business requirements, not simply what they’d like to sell to you.
“We want businesses to see this as an opportunity,” concludes Barnett. “If you’re still using a legacy PBX, now is the time to explore your options and ensure your communications are fit for the future.”
For more information on how Gamma can support your transition to cloud telephony, contact your account manager today or talk to us on our always human webchat.