Missed calls, long waits and disconnected systems can quickly become a customer-service problem and an internal workload headache.
Cloud telephony brings calling into one managed platform, helping teams stay reachable, route calls more effectively and see where demand is being missed.
Desk phones and apps | Call routing | Reporting | Managed migration
WHEN CALLING BECOMES HARDER TO MANAGE
As businesses grow, calling becomes more complicated. Different teams need different numbers, queues and opening hours, while people work across offices, homes and customer sites. Customers still expect to reach the right person quickly, and internal teams need changes to stay simple.
When the setup can't keep up, the result can be missed calls, frustrated customers, lost opportunities and more admin for your team. Cloud telephony brings those requirements into one managed service, shaped around how your teams actually work.
That gives you practical ways to improve the experience for callers and reduce the day-to-day pressure on your teams.
Help customers reach the right person wherever teams are working, reducing missed calls and unnecessary call-backs.
Use queues, call routing and overflow plans to reduce waiting times, avoid dead ends and make better use of your available teams.
Use reporting to spot missed calls, busy periods and under-pressure teams before poor service becomes a recurring problem.
Manage users, numbers and call routes centrally instead of relying on manual changes across different sites and systems.
Platform choice
You may simply need reliable calling wherever your people work, or you may need more control as call volumes, locations and teams grow. That could mean reducing missed opportunities, improving queues and reporting, or giving different departments more control over how calls are handled.
The right setup can vary by team too. Some users may need a full business phone environment, while others may prefer to make and receive calls through the tools they already use every day.
Use 8x8 for everyday business calling, or extend into more advanced customer service where teams need queues, omnichannel contact, analytics and AI-supported workflows.
8x8 Contact Center can bring voice and digital interactions together, while AI tools can support self-service, live agent guidance, summaries and next-best-action prompts.
Use Microsoft Teams calling to bring business calls, meetings, messaging and collaboration into one place.
For businesses already using Microsoft 365, it can make life simpler for employees, reduce the number of separate systems IT has to manage, and help people answer work calls from wherever they’re working without switching between different apps.
move without the disruption
Whether you’re moving away from ageing telephony, changing provider or replacing a cloud system that no longer fits, the move can be planned around your teams.
Cloud telephony carries calls through an internet-based platform, reducing on-site hardware and giving you more control over users, numbers, call flows and reporting.
Existing numbers can be ported where supported, with users and call flows prepared in advance and larger migrations phased to reduce disruption. A well-planned move protects continuity while improving day-to-day calling.
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Port existing business numbers where supported, helping customers continue to reach you in the same way.
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Migrate users, teams or locations in stages where a full switch at once would create unnecessary risk.
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Set up users, call routes, queues and opening hours before go-live, giving teams time to test the new setup so the service works as intended from day one.
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Use the change as an opportunity to simplify the setup, remove outdated processes and give teams the calling features they actually need.
DIFFERENT TEAMS, DIFFERENT PRESSURES
8x8 can support straight forward business calling through to more structured call handling, queues and reporting. For teams already working in Microsoft Teams, calling can also be brought into that familiar interface, while other users can continue to use 8x8 directly.
That means each team can use the experience that best fits how they work, without creating separate phone systems across the organisation.
Use 8x8 for simple, flexible business calling that is easier to manage and gives growing teams room to scale.
Bring locations into one 8x8 setup while keeping local call routes, helping reduce admin and create a more consistent experience.
Use 8x8 queues, routing and reporting to manage demand, reduce missed calls and improve visibility across the team.
Use 8x8 directly or through Microsoft Teams, helping people stay reachable and work consistently wherever they are based.
Connect teams and services across locations while keeping local call handling, central reporting and a clearer route for support.
Handle business calls through 8x8 or Microsoft Teams, helping people stay responsive whether they are office-based, remote or client-facing.
seamless integration
When calls arrive without context, employees may need to search for records, ask customers to repeat information or update systems afterwards. That slows conversations and adds admin.
Connecting cloud telephony with the tools your teams already use can bring relevant information into the call, such as customer records, logging activity automatically or passing context between teams.
The result is a more joined-up customer experience and less repetitive work.
why choose dbfb
Choosing the platform is only part of the job. Numbers, call flows, users and connectivity all need to work together.
Bringing migration, connectivity, telephony and support under one relationship reduces supplier hand-offs and makes changes easier to manage. The focus stays on what shapes the day-to-day experience:
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Start with where customers get stuck, where calls are missed and how teams actually work before configuring the platform.
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Match features and licences to the people who genuinely need them instead of applying the same setup everywhere.
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Plan number porting, devices, testing and user changes around the working day rather than forcing teams to work around the technology.
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Use reporting, user feedback and regular reviews to spot recurring issues, changing demand and opportunities to improve service.
CONNECTED communications
Call quality depends on the network underneath it, while the customer journey often continues beyond the call itself. Cloud telephony can sit alongside contact centre, business messaging and on-hold messaging to create a more joined-upcommunications environment.
Keep calls, cloud tools and customer-facing systems running with reliable connectivity and network services built around how your teams work.
Add advanced queues, routing, supervisor tools and reporting for teams handling higher call volumes.
Use SMS for reminders, confirmations and updates alongside voice, helping customers stay informed without another phone call.
Use waiting time to reassure callers, answer common questions and keep useful information current before someone answers.
Customer stories
Three organisations that moved their phone systems to dbfb, and what changed for the people using them day to day.
Brioche Pasquier boosts efficiency with dbfb’s cloud telephony, mobiles, and connectivity.
Read the case studyCave & Sons improved compliance, reduced costs, and enhanced connectivity with dbfb.
Read the case studyNCCC boosted connectivity and streamlined operations with dbfb’s managed service.
Read the case studyquick answers
Get started
Tell us how your teams, sites and customers use the phone today. We can help shape the right mix of 8x8, Microsoft Teams integration, call routing and wider connectivity around what you actually need.