Preparing for Tomorrow: Transitioning from PSTN to Next-Gen Communication Technologies
The Impending PSTN Sunset
The Public Switched Telephone Network (PSTN) has been the backbone of global telecommunications for over a century. However, this legacy system is rapidly becoming obsolete as the world transitions to more modern, digital communication technologies. In 2025, major telecommunication providers in many countries will be sunsetting PSTN and ISDN services, forcing businesses to adapt to the changing landscape. This sunset of PSTN will have a significant impact on contact centres, which have long relied on this traditional telephone infrastructure. Contact centres must now prepare for this transition and explore alternative solutions to ensure seamless operations and a superior customer experience.
Embracing the Digital Transformation
As PSTN is phased out, contact centres must look to the future and embrace the digital transformation of communication.
The key to a successful transition lies in adopting the right technologies and strategies:
Migrate to VoIP and Cloud-Based Solutions : Voice over Internet Protocol (VoIP) and cloud-based contact centre platforms are the natural successors to PSTN. These modern solutions leverage the power of the internet to provide more flexible, scalable, and feature-rich communication capabilities. By migrating to VoIP and cloud-based systems, contact centres can:
- Enjoy lower operating costs, especially for long-distance and international calls
- Easily scale up or down to meet changing business needs
- Integrate with other productivity and customer experience tools
- Enable remote and hybrid work models for agents
Embrace Omnichannel Capabilities : The digital transformation also enables contact centres to provide seamless omnichannel support. By integrating various communication channels, such as voice, email, chat, and social media, contact centres can deliver a consistent and personalised customer experience across all touchpoints. This not only improves customer satisfaction but also enhances agent productivity and efficiency.
Leverage Artificial Intelligence and Automation : Emerging technologies like artificial intelligence (AI) and automation can revolutionise contact centre operations. AI-powered chatbots, virtual agents, and intelligent call routing can help streamline customer interactions, reduce wait times, and provide personalised support. Automation can also handle repetitive tasks, freeing up agents to focus on more complex and value-added activities.
Optimise Contact Centre Performance : The transition to digital communication technologies also provides contact centres with enhanced data and analytics capabilities. By leveraging advanced reporting and dashboards, contact centre managers can gain deeper insights into agent performance, customer behaviour, and operational efficiency. This data-driven approach enables informed decision-making and continuous improvement of the customer experience.
Preparing for a Smooth Transition from PSTN to VoIP
Assessment and Planning
1. Evaluate Current Infrastructure
- Assessment: Conduct a thorough evaluation of your existing PSTN infrastructure to identify all components, including phones, fax machines, CCTV systems, and other connected devices that may require replacement or upgrading.
- Compatibility Check: Determine which existing equipment can be integrated with the new system and which need to be replaced.
2. Determine Requirements
- Feature Set: Define the necessary features for the new technology, considering aspects such as high-definition voice, video conferencing, and integration with other communication tools.
- Scalability and Integration: Ensure the new system can scale with your business and integrate seamlessly with existing IT infrastructure.
3. Create a Transition Plan
- Timeline and Milestones: Develop a detailed transition plan that outlines the timeline, key milestones, and the personnel responsible for each phase.
- Phased Approach: Consider a phased implementation to minimize operational disruptions and ensure a smooth transition.
Technology Selection
1. Research Available Technologies
- Options: Explore technologies such as VoIP, SIP trunks, and cloud-based solutions. Assess their suitability based on your business needs.
- Pros and Cons: Evaluate the advantages and disadvantages of each technology, such as cost, ease of implementation, and compatibility with existing systems.
2. Select the Right Vendor
- Vendor Criteria: Choose a vendor that offers reliable technology, excellent customer support, and competitive pricing .
- Customer Support: Ensure the vendor provides robust support throughout the transition process and beyond.
Budgeting and Cost Management
1. Estimate Costs
- Total Cost Calculation: Include hardware, software, installation, training, and ongoing maintenance in your cost estimates.
- Unexpected Expenses: Allocate a portion of the budget for unforeseen expenses that may arise during the transition.
2. Allocate Budget
- Budget Allocation: Ensure sufficient budget allocation to cover all aspects of the transition, including any potential upgrades to network infrastructure for optimal performance.
Staff Training and Support
1. Train Employees
- Training Sessions: Conduct comprehensive training sessions to familiarize employees with the new technology and its features .
- User Manuals and Resources: Provide user manuals and additional resources for reference.
2. Provide Ongoing Support
- Support System: Establish a support system to address any issues or questions that arise during and after the transition.
- Continuous Learning: Offer periodic training updates as new features or updates are rolled out.
Implementation
1. Pilot Testing
- Initial Testing: Conduct a pilot test to identify and address any potential issues before full deployment.
- Feedback Loop: Use feedback from the pilot phase to make necessary adjustments.
2. Gradual Rollout
- Phased Implementation: Roll out the new technology in phases to minimize disruptions and allow for smoother adaptation.
Testing and Validation
1. Functional Testing
- Feature Verification: Ensure all features and functionalities of the new system work as expected.
2. Performance Testing
- Load Testing: Verify that the system can handle the expected load and performs efficiently under different conditions.
3. User Acceptance Testing (UAT)
- End-User Involvement: Involve end-users in testing to validate that the system meets their needs and expectations.
4. Compliance Testing
- Regulatory Compliance: Confirm that the system complies with relevant regulations and standards.
Monitoring and Optimisation
1. Monitor Performance
- Continuous Monitoring: Regularly monitor the performance of the new system to ensure it meets the business’s needs.
2. Optimise as Needed
- Adjustments: Make necessary adjustments and optimizations based on feedback and performance data.
By proactively preparing for the PSTN sunset and embracing the digital transformation, contact centres can position themselves for success in the new era of communication. This transition presents an opportunity to enhance operational efficiency, improve customer satisfaction, and stay ahead of the competition.
Get Started Today
Embrace the future of communication with confidence by prioritising load and performance testing in your transition plan. This proactive approach will ensure your contact centre is well-prepared for the PSTN sunset and poised to take full advantage of next-generation communication technologies. Begin your journey towards a seamless transition today — test, validate, and optimise.
