How West Suffolk Citizens Advice Replaced ISDN with 8×8 Cloud Telephony
The challenge
Before partnering with Global 4, West Suffolk Citizens Advice was using a legacy ISDN phone system that no longer met the needs of the organisation. As its teams became more mobile and flexible, the limitations of the system became increasingly clear. Remote working was difficult, staff were tied to their desks, and there was limited flexibility in call handling, which affected both advisers and service users.
The solution
Global 4 replaced the organisation’s ageing ISDN platform with an 8×8 cloud-based telephony solution. The project was managed smoothly from start to finish, with a strong focus on understanding how the organisation works and configuring the system around its needs. Staff were given flexibility to use handsets or headsets, alongside mobile and desktop apps to support working from any location.
The results
The new system has transformed internal communications.
Staff can now make and receive calls from anywhere, supporting remote and hybrid working with ease. Flexibility in devices has improved user experience, and the cloud platform has increased resilience and confidence in its communications.
Most importantly, advisers remain accessible to those who need support, regardless of location.
Global 4 delivered a modern telephony solution that has given our organisation the flexibility to work from anywhere whilst continuing to provide an excellent service to our clients. The transition was straightforward, the support was excellent, and the benefits were immediate.
Sarah Bradbury, West Suffolk Citizens Advice