Our client is a leading investment and wealth management firm operating across multiple countries. With a reputation built on trust, performance, and client service, they rely heavily on consistent, secure communication between their offices, teams, and high value clients.
As part of a broader technology uplift and a strategic office relocation, the client recognised that its ageing on premises phone systems were no longer fit for purpose. These legacy platforms lacked the flexibility, integration, and scalability required in a modern hybrid workplace, and were unable to support the firm’s shift to Microsoft Teams as the primary collaboration tool.
Partnering with Black Box, the firm adopted a fully managed Unified Communications solution, featuring Teams Direct Routing, integrated SIP and DDI services, and advanced call centre capabilities. The pre-staged deployment enabled a seamless transition and unified communication experience across centre.
The client’s legacy telephony and communication systems presented multiple challenges: outdated on-premises phone systems that were difficult to support, lacked Microsoft Teams integration, and created complexity around a planned office relocation where moving PBX hardware was not an option. They required immediate, disruption-free communication capability in their new premises, yet their limited contact centre functionality relied on cumbersome hunt groups that offered little visibility into call activity, agent performance, or missed interactions, an increasing concern amid rising customer service expectations. Additionally, they sought a scalable platform that could unify operations across multiple regions while still preserving the independence of each office. These challenges ultimately drove the need for a modern, cloud-delivered solution that aligned with their Microsoft ecosystem, enhanced visibility, and eliminated infrastructure burdens.
CHALLENGES
SOLUTIONS
RESULTS
BENEFITS
Partnering with Black Box, the firm deployed a comprehensive Unified Communications (UC) solution, enabling seamless communication and an elevated customer experience across all offices. The implementation featured Microsoft Teams Direct Routing, providing native PSTN calling within Teams without the need for additional hardware, alongside full SIP and DDI integration for flexible number management, intelligent call routing, and simplified porting.
Within the Contact Centre, Webex-based call queues and group handling were integrated to deliver efficient, enterprise-grade contact centre functionality. Advanced analytics and reporting empowered supervisors with real-time insights into call volumes, response times, and service levels, driving data-backed performance improvements.
Fully managed and preconfigured ahead of the firm’s office relocation, the solution ensured a zero-disruption transition. Additionally, a Microsoft Teams certified SIP-based door intercom system was deployed in the Australian office, allowing staff to manage visitor and delivery access directly through Teams for added convenience and security.
The deployment of the MWP solution transformed the client’s business operations by retiring all legacy infrastructure across both countries, eliminating hardware costs and support dependencies, and establishing a scalable, cloud-based foundation. Teams calling was adopted seamlessly with no workflow disruption, while supervisors gained real time visibility into performance and client interactions, enhancing service delivery and accountability. The solution was implemented ahead of the office relocation, ensuring uninterrupted communications from day one, and the fully integrated door access system streamlined building management by removing the need for separate apps. Collectively, the MWP solution delivered a resilient, user centric communications environment aligned with the organisation’s modern workplace strategy.
The investment and wealth management firm partnered with Black Box for its expertise in cloud-native communication solutions and strong regional presence. The fully managed deployment was carefully planned to ensure zero downtime during the office relocation. By integrating Microsoft Teams with SIP infrastructure, direct routing, and systems like intercoms and analytics, Black Box delivered a unified, secure, and scalable communication platform. Backed by local engineering and global support, the solution provided reliability and seamless performance across all locations. This partnership has strengthened the firm’s collaboration with Black Box and accelerated its modern workplace goals, enabling greater agility, innovation, and future growth.
Publishing Date: October 31th, 2025
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Industry: Finance
Solution: Modern Workplace
