What we do

The complete UC stack. One specialist team.

We design and operate every layer of unified communications — the call processing core, the contact centre that fronts your customers, the workforce platforms that staff it, and the recording estate that keeps it compliant. The engineer who designs your dial plan is the same one who answers when it matters.

Capability 01

Enterprise voice & telephony

Call processing, dial-plan and PBX engineering across on-prem, hybrid and cloud.

  • Call control & dial-plan design
  • SIP trunking & SBC deployment
  • Voicemail / unified messaging
  • E911 & emergency call routing
  • Handset, softphone & DECT rollout

Capability 02

Contact centre

Inbound, outbound and omnichannel contact centre design, build and optimization.

  • Skills-based & precision routing
  • IVR / self-service & callback
  • Omnichannel — voice, chat, email, SMS
  • CRM & CTI integration
  • Real-time & historical reporting

Capability 03

Workforce management

Leading WFM/WFO platforms tuned to your operation — staffing, forecasting and quality.

  • Forecasting & scheduling
  • Adherence & intraday management
  • Quality management & scorecards
  • Speech & interaction analytics
  • Agent gamification & coaching

Capability 04

Call recording & compliance

Enterprise call recording environments engineered for retention, search and compliance.

  • Full-time & selective recording
  • PCI / regulatory pause-resume
  • Retention, encryption & archival
  • Screen recording & QA capture
  • Search, replay & legal hold

Capability 05

Video & collaboration

Meeting rooms, soft clients and collaboration platforms that people actually use.

  • Webex & soft-client deployment
  • Room systems & endpoint design
  • Messaging & presence integration
  • Calendar / Microsoft 365 interop
  • Cisco / Meraki MV video integration

Capability 06

UCaaS migration & design

Premise-to-cloud strategy, design and cutover — without dropping a call.

  • Discovery & readiness assessment
  • Target-state architecture & design
  • Hybrid & phased cutover plans
  • Number porting & carrier coordination
  • Adoption, training & hypercare

From PBX in the closet to UCaaS in the cloud.

Most organizations don't get to start from scratch — they're running a production telephony estate that can't go down. We specialize in the careful, reversible path from legacy premise systems to modern cloud unified communications, protecting numbers, call flows and uptime the whole way.

Where you are

Premise & legacy

  • On-prem CUCM / Call Manager
  • Mitel, ShoreTel & Avaya PBX
  • Nortel TDM & mixed analog
  • Aging gateways & PRI circuits
  • Siloed recording & reporting

Where we take you

Cloud UCaaS / CCaaS

  • Webex Calling & cloud UC
  • Cloud contact centre (CCaaS)
  • SIP trunking & SBC modernization
  • Integrated cloud recording & WFM
  • Single-pane administration

A migration method built around uptime.

Every engagement starts with a full discovery of the existing estate — dial plans, call flows, integrations, carrier circuits and recording obligations — so nothing is a surprise on cutover night.

We design the target state, run hybrid where it de-risks the move, coordinate number porting with carriers, and stage cutovers site by site with rollback at every step.

Then we don't disappear.

Adoption is where most UC projects quietly fail. We pair the technical cutover with user enablement, training and a hypercare window so the new platform actually gets used.

And when it's live, our in-house 24×7 NOC/SOC can keep it monitored and supported — the same team that designed it answers when something needs attention.

Almost any environment. Old or new.

Real enterprises run mixed estates — a Cisco core in one region, an Avaya contact centre in another, and a Nortel TDM system nobody wants to touch. We work comfortably across the full spectrum, from traditional enterprise PBX to small-business IP telephony.

Cisco

Specialty · UC certified

CUCM / Unified Communications Manager, Unity Connection, UCCX / UCCE contact centre, Webex Calling & Webex App, Expressway and SBC.

Mitel

Enterprise PBX

MiVoice / MiCollab estates — assessment, support and migration paths to cloud UC.

ShoreTel

Enterprise PBX

ShoreTel / Mitel Connect environments — modernization and cloud transition planning.

Avaya

Enterprise & contact centre

Aura, IP Office and contact centre estates — support, integration and migration off legacy.

Nortel

Legacy TDM

Meridian / CS1000 and traditional TDM — stabilization and structured retirement to IP / cloud.

IP SMB

Small & mid-business

Right-sized IP and cloud telephony for smaller organizations — simple to deploy, easy to run.

The Cisco UC portfolio, under one roof.

As a Cisco Premier Partner with Cisco Unified Communications certified engineers (CCIE Voice, CCNP Collaboration), Completely Managed is the team to engage across the entire Cisco UC and collaboration stack — from the on-prem call processing core to Webex in the cloud.

  1. Unified Communications Manager

CUCM design, deployment and upgrades — clustering, dial plan, device pools and SRST resiliency for the call processing core.

  1. Unity Connection & messaging

Voicemail and unified messaging design, single-inbox integration, and migration from legacy voicemail platforms.

  1. Contact Center — UCCX / UCCE

Cisco Contact Center Express and Enterprise — scripting, routing, CTI and reporting tuned to the customer experience.

  1. Webex Calling & Webex App

Cloud calling, meetings, messaging and devices — including hybrid and full CUCM → Webex migrations.

  1. Expressway, SBC & SIP

Secure remote access, B2B collaboration, SIP trunking and session border control with carrier integration.

  1. Video, devices & MV integration

Room systems and endpoints, plus Cisco / Meraki MV video surveillance integration across corporate and OT environments.

Certified where voice matters.

A certification only counts if the engineer who holds it answers your call. Every one of these is held by an active member of the CM engineering team.

  • Cisco CCIE Voice
  • Cisco CCNP Collab
  • Cisco Premier Partner
  • Cisco DevNet
  • Meraki Cisco Meraki
  • Microsoft 365

How we work.

MODEL / 01UC assessment & design+

  • Discovery of existing PBX, contact centre, recording & carrier estate
  • Target-state architecture and migration roadmap
  • Risk, dependency and uptime analysis before any change
  • Executive summary plus engineer-ready design docs

MODEL / 02Migration / SOW+

  • Fixed-scope premise-to-cloud (UCaaS / CCaaS) migrations
  • Phased, site-by-site cutovers with rollback at every step
  • Number porting and carrier coordination managed end to end
  • Adoption, training and a hypercare stabilization window

MODEL / 03Block of Hours (BoH)+

  • Pre-paid engineering hours for moves, adds, changes and tuning
  • Ideal for dial-plan changes, IVR edits and recording adjustments
  • Transparent BoH Manager portal for usage visibility
  • Access to UC-certified engineers without a full engagement

MODEL / 04Managed services contract+

  • Ongoing Tier 1–3 UC support through the in-house NOC / SOC
  • Defined SLA — acknowledge, respond, resolve
  • Proactive monitoring of call quality and platform health
  • Monthly reporting and kept-current as-built documentation

Let's talk about your dial tone.

Whether you're stabilizing a Nortel TDM system, optimizing a contact centre, or planning the full move to cloud UCaaS — one conversation usually surfaces the right first step.