If you're still using an older phone system, chances are, it’s starting to feel more like a burden than a benefit. It’s costly to maintain, tricky to adapt, and wasn’t built for the way today’s businesses actually work. Furthermore, with the PSTN switch-off happening as we speak and hybrid work being the new normal, sticking with a legacy phone system isn’t just inconvenient — it’s risky.
I’ve spent over 15 years in the business telecoms world helping companies of all sizes make smarter, future-proof choices. So, you can trust me when I say that the right phone system can transform the way a team communicates — and the wrong one can grind everything to a halt.
In this article, I’m going to cut through the fluff and give you an honest comparison between cloud telephony and legacy phone systems. From costs to cyber security, we’ll unpack what you need to do today to protect your business and set yourself up for growth.
More often than not, cost is the first point of comparison when deciding between two products or solutions – so what better place to start? Here’s the thing: with legacy systems, the upfront cost isn’t always clear (that is, until the final invoice lands on your desk). This is because traditional PBX setups usually come with hardware investment, like cabling and handsets. Then there are the leasing contracts and unexpected maintenance bills, which often involve a technician coming to sort things out on-site.
On the other hand, with cloud telephony, you're looking at a simple per-user licensing cost – which often includes calls as well. In other words, you know what you’re spending, per head, per month. There are no dizzying invoices or hidden hardware costs. If you ask me, this clean and predictable model is perfect for SMBs that need to keep a tight leash on their budgets.
Check out this blog to discover what it really costs to move from legacy PBX to cloud-based telephony.
Legacy systems are simply built to do two things: make and receive calls – not to grow with your business. That PBX on the wall has a finite number of channels it can handle, which are usually 4, 8 or 12. If you’ve got 8 channels, only 8 people can make or receive a call at the same time. Once you outgrow it, calls start failing, customers can’t get through, and as you might’ve guessed, replacing it isn’t cheap either.
Cloud systems are an entirely different story: this solution is designed with flexibility and scalability in mind. All you need to do is add a new user and a new licence, and you’re good to go. Each user has their own line, so whether you’re a team of 5 or 500, your system keeps up. Users aren’t the only thing you can add: you can add more features too. As your business evolves, so does your workflow. Whether it’s call reporting and recording or mobile apps for staff on the move, cloud platforms have you covered (no replacement needed).
Let’s be honest, working from home is no longer a ‘nice-to-have’: it’s the norm. And legacy systems simply weren’t designed for a hybrid world. While you could plug an IP phone into your home router and tether back to your PBX system, it’s as complicated as it sounds. Moreover, you’re relying on it to connect securely back into your office, which in itself is a cyber security risk. And it usually requires an engineer (at an additional fee) to make it work properly.
Cloud telephony allows you to ‘plug-and-play’: all you need is a stable broadband connection. Encryption, automatic updates, and user authentication are all baked in. It's not just about working remotely — it's about working reliably, as simply and efficiently as possible.
The reality is, businesses, big or small, can’t afford to neglect cyber security. Let’s bring this home with an analogy I like to use:
Legacy phone systems are like a rusty padlock on your garden gate: easy to break if someone knows what they're doing. Plus, you’re responsible for keeping everything secure — updates, monitoring, access, you name it.
Cloud systems are like a modern, high-end security alarm. They're encrypted, constantly updated, and monitored by specialists. Vulnerabilities are patched before you even know they exist. And because the software is hosted externally, it’s compliant with the latest standards — including GDPR— out of the box.
You might not think that your legacy phone system is a risk, but I've seen businesses hit hard by toll fraud: where hackers break into old PBX systems and rack up massive bills by placing premium-rate calls. In case you were wondering, I’ve yet to see it happen with cloud systems. It’s not impossible (as cyber criminals are getting too clever for their own good), but very rare — and much easier to prevent.
Over my years in the industry, I’ve seen it all: floods, fires, and spontaneous equipment failures. One customer was down for over two weeks simply because they relied on an outdated kit and couldn’t source replacement parts in time. In that situation, even putting a divert on their line took more than 24 hours. In addition to sourcing parts, one blown fan or circuit board requires engineers to be called and entire systems to be rebuilt. That kind of downtime can cripple businesses, especially if you’re in sales or customer service.
Cloud systems don’t have physical points of failure. If something goes wrong, support teams can resolve most issues remotely. In the event of a user’s line going down, you log into the portal and divert it in seconds. No site visits, no delay, and most importantly, no customers calling someone else because they can’t get through to your team.
Check out this blog to learn about how to make the PSTN switch with minimal downtime.
As a final piece of advice (I couldn’t end this article without saying this): if you’re still using analogue or ISDN lines and haven’t moved your numbers to the cloud yet, you’re at risk of losing them.
I’ve seen businesses literally lose their phone numbers after the PSTN switch-off came to their area, and they didn’t act in time. Not to scare you, but as a Salisbury resident, I can tell you that the switch is heavily underway (the entire area has already been switched over).
Your number is part of your brand. Lose that, and you lose customers too.
Like the old copper lines, legacy systems were built for a different era — before remote work, before the cloud, and before customer expectations skyrocketed. If you're still relying on that old PBX box, you’re not just falling behind — you’re exposing your business to real risk.
I have extensive experience in helping businesses like yours make this switch with confidence. The last thing I’d want is for you to be the business that calls me after the old system fails — when staff are panicking, customers can’t get through, and you’re haemorrhaging revenue.
Whether you're ready to go all in and take advantage of our 12 months free of Gamma Unified Comms or just want to explore your options, I’m here to help – let’s have a chat!