Cloud voice replaces on-premises PBX infrastructure with cloud-delivered business telephony — providing enterprise calling features, unified voicemail, and PSTN connectivity through a monthly per-user subscription. Modern cloud voice platforms integrate with contact center, team messaging, and video conferencing to deliver a unified communications experience.
The migration from legacy PBX to cloud voice is one of the most common enterprise technology transitions — driven by aging hardware, remote workforce requirements, and the operational simplicity of cloud management. Platforms including RingCentral, Zoom Phone, Microsoft Teams Phone, Dialpad, and 8x8 serve different market segments with different feature sets. RLM advises on the cloud voice selection that fits your organizational scale, integration requirements, and telephony complexity.
A structured advisory process — from discovery and market evaluation to vendor selection and post-deployment optimization — tailored to your specific environment and objectives.
We assess your current PBX environment — documenting hunt groups, auto-attendants, call handling rules, analog device dependencies, and the PSTN connectivity architecture that defines migration complexity.
We evaluate cloud voice platforms against your requirements — feature parity with your current PBX, global PSTN coverage for international locations, E911 compliance, and the administrative experience that reduces IT support burden.
We design the cloud voice migration plan — including number porting strategy, hardware refresh requirements, parallel operation period, and the training and change management that determines user adoption success.
We design the integration between your cloud voice platform and CCaaS solution — ensuring contact center agents have access to back-office colleagues, escalation paths work across both platforms, and reporting unifies communications across both environments.
These are the dimensions that consistently separate successful CX deployments from costly ones — and the questions RLM will help you answer before any commitment.
PSTN number porting is a carrier process that takes weeks and occasionally encounters delays. Evaluate porting timelines against your go-live date and the contingency plan for porting delays.
Remote workforce E911 compliance is complex in cloud voice environments — location data for remote users must be maintained and provided to emergency services. Evaluate the E911 compliance approach for your remote employee population.
Fax machines, overhead paging systems, and elevator phones often require analog connectivity that cloud voice Handling varies. Evaluate Analog Telephone Adapter (ATA) support and the hardware investment required.
Multi-national organizations need PSTN coverage in all countries where employees make and receive calls. Evaluate in-country PSTN availability and the compliance requirements for local telephony regulations.
For organizations standardized on Microsoft 365, Teams Phone System with Direct Routing deserves evaluation alongside dedicated UCaaS platforms — the integration advantages can outweigh feature gaps.
"RLM helped us select and implement the right CCaaS platform in half the time it would have taken us on our own. Their vendor knowledge is unmatched — they knew exactly what questions to ask."
"We had a legacy premise system and 90 days to migrate. RLM built the plan, managed the vendors, and we hit the deadline with zero customer disruption."
Talk to an RLM advisor who specializes in CX technology. We'll help you find the right solution for your business — without vendor bias.