Powering Independence: TalkTalk Business Transforms Customer Engagement with Zoom and Acceleraate

The Client

TalkTalk Business is one of the UK’s leading B2B telecoms and managed service providers, offering a full range of business-grade communications products and services, spanning internet access, data, voice and network infrastructure. TTB has over 25 years' experience serving businesses of every size – from national retailers to small and medium-sized enterprises – with future-proof, scalable technology and dedicated support.

With more than 200 contact centre agents based across the UK and India, TTB required a modern, scalable omnichannel platform to support its customer service and direct-to-business operations, while enabling deeper integration with its core business systems.

The Challenge

Following its de-merger from the TalkTalk Group in late 2023, TTB needed to transition away from two separate telephony and contact centre platforms, by May 2025. Whilst meeting this deadline was a key priority, TTB also saw an opportunity to drive broader transformation by consolidating multiple legacy CCaaS solutions and modernising digital engagement.

Strategic goals included:

• Replacing legacy email processes with modern digital engagement channels

• Introducing webchat to improve real-time customer experience

• Expanding AI-enabled self-service capabilities

• Fully integrating customer interactions into Salesforce

• Consolidating multiple CCaaS tools into a single, unified platform

• Streamlining routing to reduce customer effort and handling time

• Enabling internal teams to manage, configure and optimise the platform independently

TTB required a future-ready solution that would unify teams, simplify change management, embed compliance and governance, and provide the data visibility required to support its newly independent operating model.

Why Zoom?

After a comprehensive vendor evaluation process, TTB selected Zoom Contact Center for its unified capabilities, advanced AI features, Salesforce integration flexibility, and operational agility. Key selection drivers included:

• A single platform for routing, voice, webchat, omnichannel engagement, reporting, workforce and quality management

• Native AI-powered features including transcription, sentiment analysis, call summarisation, and automated dispositioning

• Integrated Zoom Quality Management to enhance agent performance and compliance

• Granular administrative control and flexibility for day-to-day operations

• Seamless Bring Your Own Carrier (BYOC) integration with TTB’s existing telephony infrastructure

• AI-driven self-service and proactive messaging to enhance customer experience

• Robust integration capabilities with Salesforce to ensure customer context and data continuity

Solution Overview

Acceleraate partnered with TalkTalk Business to deliver a fully managed migration to Zoom Contact Center, consolidating legacy platforms into a unified cloud-based environment and embedding customer engagement directly into Salesforce workflows. The programme spanned operations in both the UK and India, requiring careful orchestration to ensure continuity of service throughout the migration.

Zoom Contact Center Deployment

Replaced legacy systems across 230+ agents in the UK and India with a modern, integrated and AI-powered contact centre platform.

Webchat Deployment

Replaced TTB’s previous live chat solution with Zoom, introducing real-time digital engagement and reducing reliance on legacy email processes.

Salesforce Integration

Fully integrated Zoom Contact Center with Salesforce, enabling:

• Screen pops and automatic record matching

• Call and chat logging with AI-generated summaries

• Improved reporting and visibility of customer interactions

• Streamlined agent workflows and reduced manual administration

Zoom Quality Management Operationalisation

Deployed and embedded Zoom Quality Management into day-to-day operations, providing:

• Structured evaluation workflows

• Standardised quality scorecards

• Centralised performance visibility

• Improved coaching and compliance oversight

Unified IVR, Contact Channels, Recording & Analytics

A streamlined approach for both system administrators and agent users, ensuring ease-of-use, reporting consistency, and improved operational agility.

Bring Your Own Carrier (BYOC)

TTB’s telephony infrastructure integrated directly into Zoom Contact Center, offering improved flexibility, resilience, and cost control.

Acceleraate Value Add

• Seamless Migration Expertise: With over 20 years of cloud contact centre experience, Acceleraate designed and executed a phased migration plan spanning two continents. The transition was completed without disruption to live customer operations.

• Product Leadership & Technical Depth: As the most experienced Zoom CX partner globally, Acceleraate provided expert guidance across platform configuration, AI enablement, Salesforce integration architecture, Quality Management deployment, and digital channel optimisation.

• Transformation-Ready Delivery: Beyond implementation, Acceleraate supported TTB in operationalising the platform, ensuring internal teams gained the autonomy, governance frameworks, and performance oversight capabilities required for long-term success.

The Outcome

Zero-disruption migration of 200+ agents

More than 200 agents successfully transitioned across UK and India without operational downtime.

Full platform consolidation

Voice, Webchat, IVR, call recording, analytics, routing, workforce management, quality management, and AI now operate on a single scalable platform.

Embedded CRM intelligence

Full Salesforce integration ensures every interaction, voice or chat, is captured, contextualised, and actionable.

Increased operational autonomy

Internal teams gained self-service configuration capabilities, reducing reliance on IT and accelerating change cycles.

Future-ready foundation

TTB now operates on a unified, AI-enabled engagement platform that supports its independent operating model and provides a scalable base for continued digital innovation.

Our separation from TalkTalk Group required us to untangle two decades of shared systems and deliver a completely new, independent architecture across both our UK and India operations. It was a complex, high-stakes transformation delivered against a fixed deadline.

Acceleraate played a crucial role in that journey, delivering our new Zoom Contact Centre platform and replacing our live chat capability with Zoom across both our UK and India operations. Their product leadership and technical capability were evident throughout - from discovery and design through to integration, migration and cutover. The programme was delivered on a tight timeline, without disruption to our customers, and with clear focus on long-term scalability.

With Zoom and Acceleraate, we now have a unified, AI-enabled, and future-ready customer engagement platform that underpins our independence and positions TalkTalk Business strongly for continued transformation.

— Laura McCauley, Transformation Director, TalkTalk Business