A new platform, a busy team and customers who cannot be left waiting while you switch over.
A go live your customers only notice for the better
We build the new platform alongside the old one, test every journey, move your numbers and train your people before anything changes. Then we switch over in stages, so service never stops and customers feel the improvement from the first day.
Old and new running side by sideWeekly project sync
Apps in people's hands 4 weeks before the phones move
Trusted by teams where every conversation counts
Sound familiar?
What leaders told us before they changed systems
In their own words, from clients and prospects this year. Nobody wants a new system at any cost. They want one that works from the first call, with nobody left behind.
“If we have any downtime we have customers waiting. We have customers not being picked up.”
Operations lead, vehicle finance
“For us, first and foremost, business continuity, make sure... there's not gonna be major disruptions.”
IT lead, cancer support charity
“We wanted a phone system that, A, most importantly, made a call, received a call, without any issues.”
IT director, law firm
“It's important to make sure that everybody's happy and confident with what we're doing... before we do go live.”
Project lead, specialist insurer
“The system that we've got now, if we get anybody new, it's very difficult to train them... it's proving difficult to train people.”
Customer care manager, housebuilder
“They've got three systems open at the same time. The human in the middle is going to break at some point.”
Contact centre lead, housing association
What changes?
One go live, two very different Mondays
A big bang switch over1 weekend, weeks of fallout
Friday: the old system switched offEverything moves at once, with no way back.
Monday 9am: calls reach the wrong teamRouting untested with real calls and real volumes.
Monday 11am: nobody knows the screensTraining was a slide deck, weeks ago.
Tuesday: customers give up and complainThe new system gets the blame, and trust takes months to rebuild.
A staged rollout with FortayNo downtime, no surprises
Weeks before: built and tested alongsideEvery journey, number and integration proved while the old system runs.
Before go live: people trained by roleApps in people's hands early, so the change already feels familiar.
Go live: switched in stagesTeam by team or site by site, with us on hand from the first call.
Illustrative example
Who do we look after?
A rollout planned around everyone it touches
Service that never stopsOld and new run side by side until every journey is proved.
The same numbersMoved on a planned date, so customers call the numbers they know.
Better from day oneNew routing, callbacks and channels live from the first call.
Clear messagesGreetings, menus and recordings updated before the switch.
Where does AI fit?
AI switched on safely, one journey at a time
Proved before it goes wideEach AI journey tested with real customers and measured against your baseline.
Handover rules agreedWhen AI passes to a person, and exactly what it hands over.
Your team ready to work alongside itAgents know what AI does, and when to step in.
Watched closely from the first callEvery AI conversation logged and reviewed in the first weeks.
Live callInbound, 14:02AI agent
CallerI lost my job last month and I cannot make this payment.
Identity verifiedVoice match and date of birth0:18
Reason capturedPayment holiday request0:31
Vulnerability flaggedMentions a recent job lossPriority0:40
Passed to a specialistSummary and notes attached, nothing asked twice0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Client result30 daysto move Garden Court Chambers onto a new cloud platform, start to finish.
It's just got so much to it, where do you start? And Jack's done a brilliant job today of just saying, this is what it can do... this is why we need experts helping us drive adoption.
Head of SalesManufacturer, after user training
More client results
Record100% of client conversations
Answer100% of calls
Reducefee earner admin by 80%
Shortencalls by 20%
Why they chose us
“This is going to be so much easier for those on the supervisor level to be able to get that access.”
Contact centre supervisor, vehicle finance, during training
“The migration was smooth... the phone switched. We've received phone calls, we've made phone calls, there's been no major complaints.”
Luke Hurst, CIO, Ashtons Legal
“Thank you for all your help and support. You've made it a really easy process for us.”
Customer experience lead, infrastructure group
Which platforms?
Delivered by people who build on them every week
We deliver on the leading platforms all the time, so we know the settings, the workarounds and the shortcuts that make a go live smooth. One team, from design to support.
Accredited on Zoom, RingCentral, GoTo and more
Number moves handled end to end
Integrations built and tested, not promised
The same team from design to support
Contact centre and communications
AI, automation and compliance
Plus CRM and Microsoft 365
How does a rollout run?
Built alongside, tested fully, switched in stages
01
Plan
Every requirement, number, integration and user captured, with owners and dates.
02
Build
The new platform built alongside the old one, then every journey, call flow and voicemail tested.
03
Train
Training by role and hands on practice, with apps in people's hands before go live.
04
Go live
Switched in stages with us on hand, then extra support through the first weeks.
What do people ask?
Common questions
How long does a rollout take?
From 30 days for a straightforward move to a few months for a large contact centre, staged throughout.
Will there be any downtime?
No. The new system is built and tested alongside the old one, so the switch happens with no gap in service.
Can we keep our phone numbers?
Yes. We plan the move date in advance and transfer your numbers with minimal impact.
Do you provide training?
Yes. By role, hands on, with follow up sessions until your team is confident.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us