Newsteam migrated to a 3cx phone system 2 weeks before lockdown
Two weeks before lockdown, Newsteam migrated to a 3CX hosted phone system. Staff moved seamlessly to remote work with softphones, headsets, and full call reporting. The business doubled in size during lockdown, gaining resilience, rapid scalability, and a foundation for future AI-driven voice analytics.
The Problem
A call centre business needed to migrate to a more capable hosted phone system. Their existing solution lacked the functionality and reporting required to support operational oversight and performance management.
The business operated with approximately 40 office-based users relying on desk phones, with all communications tied to a single physical location. Mobile call forwarding was used only as a basic contingency, limiting flexibility and resilience.
The Solution
A hosted 3CX phone system was deployed, using softphones and professional USB noise-cancelling headsets to replace traditional desk phones. Softphones installed on each PC, combined with high-quality headsets, delivered a seamless and flexible call centre solution.
The integrated 3CX reporting module provides full visibility into call activity, enabling effective monitoring, management, and performance tracking within a busy call centre environment.
End Result
Rapid Business Growth Enabled by Cloud Telephony
By adopting a modern, cloud-based phone system, the business was well positioned to capitalise on a significant surge in newspaper deliveries during lockdown.
While competitors struggled to maintain operations under social distancing restrictions with on-premise phone systems, this organisation seamlessly expanded call centre capacity by enabling staff to work from home.
The flexibility of 3CX allowed the business to adopt modern working practices, combining office-based operations with remote working. By removing traditional telecoms constraints, the organisation gained the agility needed to respond quickly and dynamically to extraordinary events.
The Future for NewSteam
AI-Powered Call Intelligence with Speech-to-Text
Building on the strong foundation of the 3CX phone system, Newsteam plans to enhance operations further by integrating AI-driven cloud services such as Google’s Speech-to-Text transcription. This transforms voice conversations into searchable, actionable business data.
Voicemail review can be time-consuming and inefficient. By intelligently routing incoming calls to the correct departments and prompting callers to leave key information such as name and address, Google’s transcription services convert voicemails into clear text records.
These message logs can then be integrated directly into automated workflows, allowing transcription data to be segmented and assigned to the appropriate teams. Instead of listening to minutes of audio, agents can quickly scan transcripts to extract the required information, significantly reducing processing time and improving overall efficiency.
The project outcomes encompass several key achievements.
From ultra-fast fibre networks to enterprise security systems, we deliver infrastructure solutions that power businesses across the UK.
3CX hosted phone system deployed just two weeks before lockdown.
Office-based call centre users successfully migrated from desk phones to softphones.
Business doubled in size during lockdown following the move to cloud telephony.
Seamless transition to hybrid and home working without service disruption.
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