Voice,
engineered as software.
SIP, cloud PBX, contact centre, WebRTC and AI-augmented voice, designed for the latency and reliability that voice actually requires, and integrated with the systems where the work happens.
A complete IP-telephony practice, engineered end to end.
From strategy through cloud PBX, contact centre, SIP, WebRTC, AI voice, WFM, security, integration and managed operations, our practice covers the full voice surface.
Voice strategy & architecture
Target-state voice architecture across UCaaS, CCaaS, SIP trunks and cloud PBX, grounded in call profiles, sites, regulatory posture and total cost.
Cloud PBX & UCaaS
Microsoft Teams Phone, Cisco Webex Calling, Zoom Phone and RingCentral deployments, engineered against the realities of your workforce, not against a marketing bundle.
Contact centre & CCaaS
Amazon Connect, Genesys Cloud, NICE and Talkdesk contact centres, with real IVR design, routing, workforce management and reporting engineered in.
SIP, session border & interconnect
SIP trunks, session border controllers (Ribbon, AudioCodes, Oracle), SIP interworking and carrier interconnect, designed against real signalling reality, not spec sheets.
WebRTC & embedded voice
Voice, video and messaging inside your product on WebRTC and Programmable Voice APIs, with latency budgets, resilience and NAT traversal engineered honestly.
IVR, self-service & routing
Voice bots, natural-language IVR, skill-based routing and callback, designed for the customer outcome, not just the deflection metric.
AI voice agents & assist
Voice agents, real-time transcription, sentiment, agent assist and post-call summarisation, engineered on top of governed knowledge and clear escalation paths.
Workforce management & quality
WFM, scheduling, adherence, quality management, coaching and speech analytics, because a contact centre is a workforce operating model as much as a tech stack.
Reliability & voice quality
MOS budgets, jitter, packet loss and latency engineered into the design, because voice fails visibly, and most fail modes are network problems, not app problems.
Voice security & compliance
SRTP, TLS signalling, fraud detection, recording compliance and regulatory alignment, PCI DSS for card-payment IVR, MiFID and sector-specific regimes.
CRM, ticketing & backend integration
Screen pop, click-to-dial, CTI, ticket linking and post-call automation, because voice is only valuable when it moves the record system, not just the phone.
Managed voice operations
Post-launch operations, moves, adds, changes, incidents, carrier disputes, cost and quality, treated as an engineering discipline against real SLAs.
Voice quality is a design decision.
A delivery model built for the honest realities of voice, MOS budgets, rolling migrations, integrated CRM/ticketing and continuous quality operations.
Frame
Call profiles, sites, workforce, regulatory posture and existing carrier estate mapped. Output: a phased plan with a first cohort ready to migrate.
Design
Target routing, numbering, resilience, security and integrations designed against real traffic. Voice quality budgets are engineered before ports are cut.
Migrate
Rolling migration by site or cohort, with parallel numbering, porting, and rollback ready. Nothing rides on a single big-bang cutover weekend.
Operate
Voice quality, cost, security and adoption monitored as ongoing engineering. Continuous improvement compounds; carrier and vendor disputes stay honest.
A pragmatic voice toolchain.
Platform, carrier and SBC choices are driven by call profiles, resilience and integration, not by whichever partner plaque hangs on the wall.
Microsoft Teams PhoneWCWebex CallingZPZoom PhoneRRingCentral88x8
Amazon ConnectGCGenesys CloudNCNICE CXoneTTalkdeskFFive9RRibbonAAudioCodesOSOracle SBCCCCisco CUBEAAsteriskFFreeSWITCHKKamailioTTwilioVVonageBBandwidthSSinchWWebRTCSSIPSSRTPOOPUSSSalesforceZZendeskSServiceNowAWSAzure
GCPProgrammes delivered on this practice.
What prospective clients ask us first.
If your question isn't addressed here, please reach us at hello@tekansa.com.
01UCaaS, CCaaS, cloud PBX, how do you decide?
By workload. UCaaS (Teams Phone, Webex, Zoom Phone) wins for internal calling, collaboration and hybrid work. CCaaS (Amazon Connect, Genesys, NICE) wins for customer-facing contact centres with routing, WFM and analytics. Cloud PBX and hybrid architectures earn their place where regulatory constraints, data residency or heavy on-prem estates make sense. Most real estates use two of the three; we're deliberate about where the line lives.
02How do you migrate off legacy PBX without dropped calls?
As rolling waves, by site or cohort, with number porting scheduled around traffic realities. We stand up the target, run pilot users in parallel, port numbers in tranches, and keep fallback carrier paths active for the transition. Nothing rides on a single big-bang weekend, the difference between a smooth voice migration and a painful one is engineering, not luck.
03How do you get voice quality right?
By treating voice as a network problem, not an application problem. MOS budgets, jitter and packet-loss targets are engineered into the design; QoS is deployed across the network path, not just at the endpoint; carriers and interconnects are chosen for their statistics, not their price. When calls sound bad, the diagnosis is usually somewhere between the network, the codec, the SBC and the carrier, the observability we deploy makes it a diagnosis rather than a fight.
04Where do AI voice agents and real-time transcription actually help?
In targeted places, self-service for repetitive, structured requests; agent-assist for real-time knowledge lookup and suggested responses; post-call summarisation for wrap-up time; and quality analytics across all calls rather than sampled ones. Full autonomous voice agents are earning their place in specific verticals, but usually as a layer on top of good human routing rather than instead of it. We're deliberate about where the honest ROI is.
05How do you handle compliance, call recording, PCI, sector regimes?
Recording compliance, retention, opt-in/consent and access control are designed in from day one. PCI-DSS-compliant IVR patterns (DTMF suppression, tokenisation, pause-and-resume) are engineered for card capture. MiFID II call recording for financial services, HIPAA-compliant voice for healthcare and jurisdiction-specific requirements are aligned to the industry. Evidence trails are generated as engineering artefacts, not reconstructed for audit.
06How do you operate voice reliably in a hybrid workforce?
By designing for the actual work-from-anywhere reality, softphones with encryption, mobile clients, WebRTC in the browser, resilient authentication and thoughtful DR for the hybrid mix. Home networks, DIA circuits, mobile networks and SASE all factor in. We instrument voice quality per user and per path so we can distinguish a home Wi-Fi problem from a corporate network problem from a carrier problem, before the ticket queue tells us the wrong story.
Let's discuss your voice programme.
Share a brief overview of the sites, workforce and current voice estate, we'll arrange an introductory conversation with the relevant practice leadership.