Frequently asked questions
The questions asked most often about cloud PBX, Microsoft 365, contact centres, AI and SIP trunking. If you can’t find your answer here, get in touch.
Is a cloud PBX secure?
Yes. Enterprise cloud PBX platforms are protected by encryption, redundancy, access control and regular security updates. With the right provider and the right configuration, a cloud PBX is often more secure and more reliable than an on-premises system.
Should Microsoft 365 be backed up?
Absolutely. Microsoft 365 guarantees service continuity, but responsibility for your data against user error, malicious deletion or ransomware remains yours. A separate backup solution for Exchange, OneDrive, SharePoint and Teams data is therefore recommended.
What’s the difference between a contact centre and a call centre?
A call centre handles telephone calls only. A contact centre brings every channel — phone, WhatsApp, email, web chat, social media and video — onto a single platform, so customers get a consistent, uninterrupted experience whichever channel they arrive through.
Will AI replace agents in the contact centre?
No. AI supports agents with things like answering common questions, summarising calls and offering real-time suggestions. Complex conversations that need empathy stay with human agents. The aim isn’t to remove the agent, but to make them more effective.
What is a SIP trunk?
A SIP trunk is a virtual line that connects your business phone system to the public telephone network over the internet. Replacing traditional copper lines, it lowers cost and brings flexible capacity and central management.
Can I port my existing phone numbers to a new system?
Yes. Number portability lets you move your existing landline numbers to an IP telephony or cloud PBX solution without interruption. The migration plan is designed in advance to protect business continuity.
Should I choose cloud or on-premises?
It depends on your size, growth plans, security requirements and budget. Cloud is usually more efficient for fast-growing and remote teams, while organisations that want full control may prefer on-premises or hybrid. The right call comes out of a vendor-independent needs analysis.
What does the free initial assessment cover?
In a 30-minute meeting, online or in person, we review your current communication infrastructure and identify areas to improve and possible solution options together. The purpose isn’t to sell; it’s to understand your needs properly.