Client Overview
The client is a Tier-1 global financial services organisation operating across 12+ countries with over 15,000 employees. Thousands of employees depend on voice communication every day. As the company grew quickly, each region managed its own systems. This led to a fragmented and hard-to-manage communication environment.
Business Challenge
The organisation’s voice environment had evolved into a complex, hybrid ecosystem. It included legacy on-premises PBX systems and modern digital tools.
Each region managed its own voice services. This created inconsistency across the business. It also increased technical debt. Policies were not clear. Service governance was missing. Because of this, systems were hard to control.
Teams also had low visibility. They could not clearly see what was happening in the voice environment and faced critical operational bottlenecks:
Over 16 hours/week spent on manual provisioning
High dependency on region-specific systems
Increased risk of configuration errors and security exposure
The Service Delivery Gap
The IT team faced daily challenges. Simple tasks took too much time. Adding or removing users required work across many systems. More than 16 hours each week went into manual user provisioning. This slowed down onboarding.
It also increased the risk of errors. In some cases, it created security gaps, especially with unmanaged PSTN connectivity.
During early assessments, our engineers observed that provisioning delays were mainly caused by disconnected regional systems and lack of automation across identity and telephony platforms.
Solution: Secure Managed Cloud Calling (UCaaS)
Binary Global designed and implemented a centralised and SLA-driven Unified Communications as a Service (UCaaS) solution. The goal was simple:
The solution was built on three main pillars:
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Implementation Approach
The solution was delivered through a phased global rollout over 8 weeks:
- Pilot deployment in key regions
- Validation of call flows, failover, and compliance
- Performance testing and optimisation
- Gradual expansion across global sites
During the pilot phase, our team worked closely with regional IT stakeholders to validate call flows, user experience, and failover scenarios before scaling globally.
The solution was delivered with a 99.9% Service Level Agreement (SLA). This ensured reliable cloud calling and UCaaS services.
Compliance Support
We added automated workflows for service governance. This ensured all recorded calls met ISO/IEC 27001 standards and Secured communication via TLS encryption. It also supported financial data privacy rules. Manual checks were reduced. Risk was lower across all regions.
Reporting & Troubleshooting
The system monitors call quality at all times. It detects issues like Network jitter, Packet loss and Latency. When a problem appears, calls are automatically rerouted in real time. Users experience minimal to no disruption.
The Result
Binary Global delivered a fully managed cloud calling solution that meets the organisation’s global communication needs.
The solution combines several key technologies:
Managed VoIP for reliable voice communication
Cloud telephony to replace legacy PBX systems
A UCaaS platform to support calling, messaging, and collaboration
Secure SIP trunking to provide stable and protected connectivity
SLA-driven operations to ensure consistent performance
These components now work together in one unified system. This makes communication easier to manage across all regions.
IT teams no longer need to handle multiple tools or systems. Instead, they can manage users, services, and performance from a single platform.
The new setup also improves reliability and reduces the risk of service disruption. Users benefit from clearer calls and a more consistent experience, no matter where they are located.