Vox provided the Optimum Group with an in-depth, cost-effective 3CX voice and connectivity solution designed to streamline business communications.
The Optimum Group, an independent financial services provider offering in-depth financial advice to organisations and individuals, required a modernised and efficient voice and connectivity solution. The company needed a platform capable of handling its evolving communication and connectivity requirements with accessible features, streamlined capabilities and at a more affordable price point.
As a financial services provider operating within strict compliance and regulatory frameworks, the Optimum Group required a solution that would easily align with data protection and security standards. It also had to just work. As Clayton Spencer, Head of IT at the Optimum Group said: “We had a lot of complaints about the phone system not working correctly and dropping calls. The legacy system was impacting business performance and customer service – people were having bad experiences trying to manage communications across the board.”
Spencer then approached a number of ISPs in a bid to fix the system, only their pricing and service didn’t meet expectations. “The ISPs weren’t forthcoming, or their solutions were expensive for what was on offer,” he explained. “Eventually, I got hold of Vox and the entire experience changed. The team listened to the challenges we were facing, asked questions around our existing software and infrastructure, and came back with a costing that made it very easy for us to jump on board.”
An evolving platform: Understanding the challenges
Vox implemented 3CX, Microsoft 365 and a connectivity backbone into the company, ensuring the systems integrated smoothly with existing architecture and software. The team also identified the challenges limiting performance within the business, and helped reduce its reliance on multiple service providers so it could streamline expenditure and infrastructure.
“The Vox team was easy to work with and quick to resolve problems,” said Spencer. “Whenever there was an issue, Vox would collaborate with us to make a plan so our systems remained operational throughout. Ultimately, though, there weren’t very many complications because I could tell the Vox team exactly what we needed, and they would come back with a way of making it happen.”
There were challenges – implementation was complex due to 3CX licensing issues and downtime and service provision from some providers introduced delays. However, Vox was able to resolve these through its own partnerships, particularly with 3CX. As Spencer highlighted, having Vox’s instant support helped make the process easier and the challenges less frustrating to manage.
The final solution consisted of a comprehensive 3CX and Microsoft 365 integration providing the Optimum Group with competitive voice rates and turnkey solutions for connectivity and voice.
A beneficial collaboration
“It was worth the time and expense,” said Spencer. “We were originally logging around 30-40 end-user tickets every month and now, with the new platform, these are down to five or six a month now. The amount of time and stress we’ve saved with just this simple change is immeasurable – we are not constantly putting out fires.”
This is further supported by Vox which provides 24/7 support to the company and steps in whenever there’s an issue. Although Spencer does add that as yet, the team has only had to contact Vox twice since the system was installed early 2024. The result is that the Optimum Group plans to continue working with Vox on additional projects with several already in the pipeline. The experience, the customer service, the solution and the ongoing support have been transformative.
“We have built a stable and successful relationship with Vox and there’s no need to deal with anyone else. Based on how they have already helped us and paid attention to our unique challenges, we’ll be staying with them for a long time,” concluded Spencer.
