PXC consolidates and future-proofs contact centre operations with Zoom and Acceleraate

The Client

Platform X Communications (PXC) is the UK’s leading wholesale provider of innovative solutions across connectivity, voice, cloud, and security. Formed from the merger of Virtual1 and TalkTalk’s wholesale services and national network business, PXC supports businesses with expert knowledge, best-in-class technology, and the most robust, secure, and resilient network in the UK.

With over 230 contact centre agents across multiple teams, PXC required a modern, secure, and scalable contact centre platform to support both internal operations and its extensive channel partner network.

The Challenge

PXC’s existing CCaaS solutions were reaching end of life, with a hard deadline to exit the platforms. Two key operational teams - TSOC (Technical Support & Operations Centre) and PXC Operations - were using separate platforms, leading to fragmented operations and inefficient workflows.

Additional challenges included:

• Separate IVR, CCaaS, and call recording platforms increased costs and operational complexity

• Operational teams lacked control over intra-day changes to call flows and routing

• Disparate providers created barriers to innovation, agility, and automation

• Security was paramount - as a Tier 1 carrier, PXC required rigorous controls and infrastructure visibility

PXC needed a single, future-ready solution that could unify teams, improve flexibility, enhance security, and empower innovation.

Why Zoom?

After a thorough evaluation process, Zoom Contact Centre emerged as the clear choice, providing:

• Unified platform for IVR, CCaaS, and call recording

• Enhanced flexibility and admin control for day-to-day operations

• Seamless Bring Your Own Carrier (BYOC) integration with PXC’s infrastructure

• Stringent security configurations, including SSO, SIEM integration, role-based access, and separate Zoom instances for each team

• Zoom’s proven AI roadmap, omnichannel capabilities, and scalable innovation potential

As a strategic Zoom distribution partner, PXC also recognised the commercial and operational alignment in adopting the platform.

Solution Overview

Acceleraate partnered with PXC to deliver a phased, low-risk migration to Zoom Contact Centre, consolidating legacy systems into a single, cloud-based platform while adhering to strict security and performance standards.

Key elements of the solution

• Zoom Contact Centre Deployment: Replaced legacy systems across both TSOC and PXC Operations with a modern, integrated contact centre platform

• Phased Go-Live Approach: Enabled a smooth transition for two distinct teams while maintaining service continuity

• Consolidated IVR, Call Recording & CCaaS: Streamlined operations and empowered frontline teams to manage and optimise call flows independently

• Bring Your Own Carrier (BYOC): Integrated PXC’s telephony infrastructure directly into Zoom Contact Centre

• Enterprise-Grade Security Configuration:

  • SSO with auto-provisioning

  • SIEM integration for auditing and alerts

  • Separate Zoom accounts for team isolation

  • Managed Zoom client deployments for control and compliance

  • Granular user permissions to enforce least-privilege access

Acceleraate Value Add

Seamless Migration Expertise

Acceleraate leveraged over 20 years of experience in cloud contact centre migrations to design a robust, phased implementation - ensuring zero disruption to operations and full continuity of service.

Deep Technical & Security Capability

From carrier-grade network integration to comprehensive security architecture, Acceleraate worked closely with PXC to meet stringent non-functional requirements with precision and confidence.

Enabling Partner Success

PXC’s own successful adoption of Zoom Contact Centre - powered by Acceleraate - now positions the business to enable channel partners through trusted wholesale services, consulting, and implementation support.

The Outcome.

• Successful Migration of 230+ Agents: All agents successfully migrated with zero operational downtime.

• Full Platform Consolidation: IVR, Call Recording, CCaaS, and AI in a single platform.

• Improved Autonomy: Increased agility and autonomy for PXC’s operational teams.

• Enterprise-Level Security: Security configuration fully tailored to PXC’s requirements.

• Foundation for Innovation: A scalable basis for future innovation, including AI, new channels, and integrations.

Client Feedback.

“Acceleraate’s expertise in Zoom Contact Centre implementation has been instrumental in our successful transition to Zoom’s scalable, AI-driven platform. The team’s product and technical knowledge are second-to-none, and the well-planned phased migration approach ensured minimal disruption whilst significantly improving our operational efficiency. We are delighted to continue our partnership with Acceleraate to support our own channel partners in their Zoom CX adoption journeys.”

- Graham Kedzlie, Director of Voice, PXC