Explore how Intuity Communications has helped organisations deliver complex communications projects, support business growth and maintain dependable service during periods of major change.
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Imagine Cruising was formed in 2011 to provide cruise packages combined with additional excursions and destination experiences. When the company moved into its Royal Wootton Bassett office in January 2012, Intuity was engaged to provide a telephone system for seven sales agents.
The platform needed to expand as quickly as the business. Imagine Cruising has since grown to more than 260 employees across seven worldwide locations, with Intuity supporting the development of its voice, call recording and contact centre environment throughout that journey.
Imagine Cruising needed a communications environment capable of supporting rapid growth, new international offices and an increasingly sophisticated customer service operation.
The solution had to support PCI-compliant call recording, contact centre functions, quality monitoring and third-party integrations while allowing employees to work from different locations without losing their normal telephone identity.
The Cape Town office initially used a basic telephone system. In 2016, Imagine Cruising decided to bring the site into line with its United Kingdom, Dubai and Brisbane operations by deploying Avaya IP Office, PCI-compliant call recording and contact centre functionality.
A six-week delivery period was agreed. The project also required improvements to the local network so it could support Power over Ethernet, voice VLANs and Quality of Service. Intuity coordinated its work with the Imagine Cruising IT team, which was also completing an Office 365 migration while in South Africa.
The local SIP trunk provider had not formally tested its service with Avaya IP Office and had limited experience of the platform. A separate test trunk was not commercially viable, so Intuity arranged controlled testing against the existing service outside business hours.
Intuity led the troubleshooting process and, after three nights of testing, verified a stable working configuration with the provider.
When the Intuity team arrived in Cape Town, the ordered Avaya handsets had not been delivered. The local distributor advised that replacement stock would take approximately three weeks to import, while go-live was only five days away.
Intuity located the required stock through an Avaya partner in Johannesburg. To protect the project timetable and budget, Intuity absorbed the additional equipment cost rather than passing it to Imagine Cruising.
“At Imagine Cruising, Intuity Communications has proven to be an outstanding and highly dependable partner. The quality of support they provide, both on a day-to-day basis and through complex project delivery, has been consistently excellent. Their helpdesk team is exceptionally responsive, knowledgeable and proactive, making them a pleasure to work with and giving us real confidence that issues will be handled quickly and effectively. Likewise, their project team delivers to a very high professional standard, with clear communication, thorough planning and strong attention to detail throughout. The solutions and services they have implemented and continue to support have been robust, reliable and well maintained, underpinning the stability of our environment. I would have no hesitation in recommending Intuity to other IT professionals seeking a trusted communications partner that delivers high-quality support and dependable outcomes.”
Imagine CruisingPrice Forbes is an independent specialist global wholesale insurance broker with offices in Bermuda, Brussels, Chile, Dubai, London, Malaysia and South Africa.
The company’s United Kingdom operation uses Avaya IP Office to support more than 300 employees. Intuity became involved following a direct recommendation from Price Forbes’ existing IT and infrastructure supplier, with whom Intuity had delivered a previous customer project.
A major refurbishment of the London office required employees to move into temporary workspace before returning to completed floors. Every move involved relocating telephone handsets, reconnecting extensions and repatching the associated network connections.
The programme had to keep hundreds of users operational while remaining aligned with the landlord, refurbishment contractors, internal teams and other technology providers.
Intuity began with a detailed data-gathering session covering the Avaya IP Office environment, user locations, planned migration phases, network requirements, dependencies and testing arrangements.
The findings were used to create a scope of works and project plan. Both documents were maintained and shared throughout delivery so each party had a clear view of responsibilities, risks and timescales.
The first phase depended on the landlord making temporary space available on other floors. Once a working area was vacated, employees were relocated and their telephone services were reconnected in the temporary location.
After refurbishment of the original floor was completed, employees and their equipment were moved back. The newly vacated temporary floor could then accommodate the next group. This created a rolling migration across four floors, each supporting approximately 100 to 150 users.
The landlord changed temporary workspace locations at short notice and introduced delays into the wider building programme. These changes meant that the original communications migration sequence could no longer be followed exactly as planned.
Intuity reviewed the new locations, revised the migration schedule and coordinated the changes with the customer and third parties. The team remained flexible without allowing the changes to disrupt the overall communications project.
Price Forbes used several suppliers during the refurbishment. Intuity worked directly with the internal project team, IT and infrastructure provider, landlord, cabling teams and refurbishment contractors.
Clear communication allowed technical or scheduling roadblocks to be identified early and resolved before they could affect the next phase of user moves.
The project was completed within the agreed budget. Detailed scoping and repeated internal and customer reviews reduced the risk of overlooked labour, equipment or dependency costs.
Where minor unforeseen costs arose, they were managed without requiring a significant customer budget increase. Any material change would have been documented, explained and submitted to the relevant project owner for approval before work proceeded.
Stone Hardy specialises in servicing and repairing tail lifts and shutters for commercial and passenger vehicles. Its teams operate 24 hours a day, 365 days a year from regional locations in Bathgate, Bristol, Birmingham, Manchester, London and Northampton.
The Northampton head office hosts the Avaya IP Office environment used across the business, including an emergency breakdown IVR that must remain available at all times. Intuity became involved in 2014 through an established service partner and was appointed to deliver a new telephone solution across the company’s six main hubs.
Stone Hardy required a business-wide Avaya IP Office solution with 170 handsets distributed across six operational hubs. The two largest systems were installed in Northampton and Manchester, with an IP connection between them to support extension-to-extension dialling and shared presence information across the company.
The emergency breakdown IVR was particularly critical. Any interruption could prevent customers from requesting urgent support, so downtime had to be tightly controlled and fully documented.
Because Stone Hardy operates continuously, every planned service interruption was recorded in the scope of works. The document defined the expected downtime, test stages, decision points and the exact time at which rollback would be triggered if an approval gate was missed.
This approach ensured the customer and engineering teams understood the risks, responsibilities and recovery options before each migration activity began.
During the Manchester migration, an unrelated network failure introduced a significant delay. Intuity kept the customer’s project contact informed while continually reviewing the agreed rollback triggers and the likelihood of the network returning within the permitted migration window.
The decision was made to continue. Once the network issue was resolved, all telephones registered correctly and the location returned to normal business operation.
The delay had only a limited impact on the overall delivery and Intuity absorbed the additional effort, allowing the project to remain within the agreed budget.
The original three-year agreement, valued at approximately £80,000 including maintenance, was subsequently renewed for a further three-year period.
Established in 1940 by a Swiss watchmaker, Tenable Screw Company manufactures precision-turned components ranging from prototypes and specialist parts to high-volume production runs measured in millions.
The company operated separate legacy telephone systems at its machine shops in London, Marlborough and Coventry. These systems had no integration or unified communications capability, making it harder for employees and reception teams to work effectively across locations.
Tenable wanted employees at all three sites to dial one another using internal extension numbers as though they worked in the same building. Remote reception users also needed presence information so they could see whether colleagues were available before transferring calls.
Mobile communications were also required in the machine-shop areas, where staff could not remain beside a fixed desk telephone.
Intuity reviewed Tenable’s operational needs and selected Avaya IP Office for each site. The platforms were connected using Avaya’s internal voice-networking capability, creating a unified dial plan and making the three locations operate as one communications environment.
Reception users gained visibility of staff availability across the company, while employees could call colleagues at other locations using short internal extension numbers rather than external telephone calls.
Manufacturing employees often need to move between machinery, inspection areas and production zones. Intuity reviewed DECT handsets, mobile applications and cellular integration options to ensure key staff could remain contactable away from a fixed desk.
Internal extension dialling reduced the need to place chargeable external calls between sites. Improved presence information also helped reception staff route calls more accurately and reduced time spent attempting transfers to unavailable colleagues.
Southend City Council provides public services to more than 170,000 residents and supports a borough used by over six million additional people each year for work, tourism and leisure. Reliable communications are therefore central to the council’s ability to respond to residents, visitors and local organisations.
Intuity was appointed to review the council’s ageing Avaya Communication Manager environment, improve platform stability and design a modern voice solution for a contact centre intended to become a benchmark for current customer-service technology.
The council initially planned to upgrade its existing Avaya Communication Manager platform to the latest release. The project needed to improve stability, modernise the contact centre and reduce the total cost of ownership.
The target contact centre would support 50 agents and five supervisors, reuse suitable existing desk phones and provide Avaya softphones for remote workers.
Intuity’s review showed that upgrading the legacy enterprise hardware would require significant capital expenditure and would retain substantially higher maintenance costs. This conflicted with the tender requirement to reduce costs while improving the customer experience.
A different design was needed that protected the council’s existing investment but removed the cost and complexity associated with the ageing enterprise platform.
Because the council was already using Avaya technology, Intuity identified that many of the existing telephones could be repurposed and migrated to Avaya IP Office. This provided a current Avaya platform while avoiding the unnecessary replacement of working user equipment.
Before go-live, the council restructured its project and IT teams. The new leadership decided to deploy Microsoft Teams to most back-office employees while retaining Avaya for the contact centre and for selected users working from remote council locations.
Intuity was asked to redesign the solution without losing the work already completed or placing the council’s critical contact centre at risk.
Intuity rebuilt the design as an integrated Avaya and Microsoft Teams environment. The revised solution retained Avaya where its specialist contact centre capability was required while allowing the wider organisation to adopt Teams for day-to-day collaboration and telephony.
The revised scope and project plan were completed in full and approved before migration began. Intuity divided the move from the legacy Avaya platform into four controlled phases.
A small pilot group was migrated first. Its users and services were tested and formally signed off before more business-critical teams were moved. This phased approach reduced risk, allowed each stage to be verified and ensured that lessons from the pilot could be applied to later phases.
Intuity managed the complete technical programme, maintained the approved scope and project plan, coordinated third parties and provided regular progress reporting to the council’s project owners and leadership team.
This governance remained in place even after the project changed direction, giving the council a clear route from the original design to the final hybrid solution.
The maintenance agreement was activated when the migration completed and has remained in place since 2018. The service has continued to meet its agreed measures, with no formal complaints reported and a positive customer experience maintained throughout the relationship.
Thundridge Church of England Primary School needed to replace its legacy analogue PBX with a modern telephone platform that could provide dependable communications throughout the school.
Intuity proposed Intermedia Elevate, a cloud communications platform that would deliver telephone service to classrooms and administrative areas while providing enhanced features for the headteacher and reception team.
The existing analogue telephone system no longer provided the flexibility or features the school required. Fifteen new desk phones needed to be deployed around the site so staff could make and receive calls from the rooms in which they worked.
The school also needed improved call handling for its headteacher and reception team without introducing an unnecessarily complicated system for classroom users.
A key requirement was the ability to issue an immediate broadcast message across the school during a site emergency or safeguarding incident.
The selected solution therefore needed to send a simultaneous announcement through the speakers of every compatible desk phone, helping school leaders communicate urgent instructions quickly and consistently.
Intuity designed a cloud-based solution using Intermedia Elevate. Moving the school away from its local analogue PBX removed the need to maintain ageing on-site telephone hardware and introduced a platform that could be managed and supported more easily.
The installation was scheduled during the school holidays so engineers could work throughout the site without disrupting lessons, staff activity or normal safeguarding arrangements.
The legacy system was replaced, the new phones were deployed and the required services were configured within a single working day.
Intuity tested internal and external calling, presentation of the main school number and the additional features provided to the headteacher and reception team.
The school also completed its own testing of the broadcast function to confirm that emergency announcements could be heard simultaneously through the desk-phone speakers across the site.
“The Intuity team was amazing. They had everything set up and tested within the first few hours of being on site, installed all of the phones and made sure they left everything clean and tidy. I would highly recommend them.”
Headteacher, Ponsbourne SchoolHartnell Taylor Cook provides commercial property management, agency and professional property services. Its teams depend on reliable communication with landlords, tenants, contractors, investors and professional partners throughout the working day.
Intuity has supported the organisation since 2012, providing a joined-up communications and security platform for approximately 90 users across three sites. The long-term relationship has developed from the original telephone deployment into ongoing support for voice services, SIP connectivity and perimeter security.
Teams working across separate offices needed to operate as one business. Users required consistent extension dialling, call transfer, voicemail and reception services regardless of their location.
The organisation also wanted to reduce reliance on ageing telephone lines, strengthen security between its offices and create a platform that could be supported through a single supplier relationship.
Intuity completed a detailed audit of users, telephone numbers, hunt groups, reception requirements, network addressing and security policies before finalising the design. The migration was separated into site-specific work packages so each office could be tested and accepted before the next stage began.
For this test-page version, the deployment is presented as a six-week programme including discovery, configuration, pilot testing, user migration and handover. Final publication should use the confirmed project dates and migration sequence.
The Palo Alto firewall environment was configured to separate trusted business traffic, voice services and guest access. Security policies were documented so legitimate communications traffic could pass between offices without exposing unnecessary services.
Gamma SIP trunks provided a modern replacement for traditional telephone connectivity, while routing rules and recovery procedures were documented to support continuity during planned maintenance or local service issues.
Intuity has continued to maintain the communications platform, firewall environment and SIP services as the organisation’s requirements have changed. Regular configuration reviews help ensure that new users, number changes and security requirements are introduced in a controlled way.
The relationship has remained positive since 2012, with Intuity operating as a trusted point of coordination across communications, connectivity and network security.
Sofa.com serves customers through a network of showrooms located across the United Kingdom. Telephone communication remains important for product enquiries, showroom appointments, order updates, delivery coordination and internal collaboration.
Intuity supports approximately 150 users through an Avaya IP Office environment. Gamma SIP trunks provide the primary voice service, while a separate Voiceflex service provides carrier diversity and additional resilience.
A national retail business cannot treat voice connectivity as a single-site service. Calls may be directed to showrooms, customer-service teams or central departments, and a carrier failure could prevent customers from reaching the organisation at an important point in their buying journey.
The solution therefore needed to support consistent call handling across the showroom estate while reducing the operational risk associated with depending on one telephone carrier.
Intuity documented the company’s telephone numbers, showroom destinations, opening hours, call queues and escalation routes before configuring the platform. A staged migration approach allowed representative user groups and selected showrooms to be tested before wider cutover.
Illustrative test-page criteria include inbound and outbound call testing through both carriers, CLI presentation, overflow routing, voicemail, out-of-hours messages and manual carrier failover. These details should be replaced with the confirmed acceptance record before publication.
Gamma remains the preferred route during normal operation. If the primary service becomes unavailable, pre-agreed routing can use Voiceflex to preserve essential calling and reduce the likelihood of a national voice outage being caused by one supplier incident.
The use of separate carriers also gives Intuity more options when managing planned maintenance, number routing changes or a wider network event.
Intuity maintains the Avaya platform and supports number changes, user moves, call-flow updates and incident management. The long-standing maintenance agreement provides Sofa.com with access to engineers who understand the existing design and the operational importance of showroom communications.
This retained knowledge helps changes to be completed more quickly and allows incidents involving either carrier to be coordinated through one trusted communications supplier.
An embassy’s telephone service supports diplomatic administration, citizen enquiries, consular appointments and urgent assistance. Reliability is particularly important because callers may be seeking time-sensitive information or support while travelling or living overseas.
Intuity was appointed to support the Embassy of Belgium’s established legacy PBX, helping keep essential telephone services operational while the organisation continued to use a platform that required specialist knowledge and careful maintenance.
The embassy needed to retain its existing telephone platform while ensuring that faults could be diagnosed and resolved by engineers familiar with legacy PBX technology. Consular numbers, reception services and internal extensions had to remain available during normal operation and recover quickly following any incident.
Support also needed to account for the sensitivity of the environment, with controlled access, clear change records and coordination with authorised embassy personnel.
Legacy telephone systems can remain dependable when they are maintained correctly, but they introduce different risks from modern cloud or virtualised platforms. Hardware may be difficult to source, software knowledge becomes less common and apparently minor changes can affect established call routes.
Intuity therefore treated the system as a controlled operational environment. Configuration information was retained, critical call flows were documented and work was planned to minimise changes during busy consular periods.
For the test-page scenario, Intuity maintained an agreed escalation path covering loss of inbound calls, reception failure, handset faults and unavailable consular queues. The process prioritised restoration of the most important public-facing services before lower-impact user issues.
Any service measures or response times shown in a future public version should be taken directly from the customer’s confirmed support agreement.
Alongside day-to-day support, Intuity could identify areas where ageing components, carrier changes or public-network migration might affect the platform. This allowed potential replacement activity to be considered before a technical limitation became an urgent service problem.
The embassy therefore retained immediate support for its current environment while maintaining a clearer view of its future communications options.
Segantii Capital Management required a reliable communications platform for approximately 20 London-based traders. The solution needed to support direct external calling, rapid internal communication and dependable operation within an environment where avoidable downtime could affect live trading activity.
Intuity designed the solution in partnership with the customer’s wider IT provider in Hong Kong. Approximately six months after the original deployment, Segantii moved to a new London office and asked Intuity to manage the physical relocation of the communications and associated IT equipment.
The London team needed a compact but resilient telephone solution suitable for a financial-services environment. The platform had to be simple to administer locally while fitting into technology standards and support arrangements overseen by the wider IT provider in Hong Kong.
Intuity reviewed user numbers, telephone-number requirements, trader call patterns, network readiness, remote support and the proposed carrier service before producing the design.
The Avaya IP Office and SIP services were prepared and tested before migration. Intuity coordinated technical information with the overseas IT team so network access, addressing, security and support responsibilities were agreed before engineers attended the London office.
The platform was deployed without operational issues and entered service for the 20-person trading team. The clear documentation created during the first phase later became important when the customer decided to relocate.
Approximately six months later, Segantii confirmed that the London team would move to a new office. The customer asked Intuity to manage the full physical IT move rather than relocating only the telephone system.
The move had to be completed outside active trading hours. Equipment needed to be shut down in the correct order, labelled, protected for transport and reinstalled so the trading team could resume work at the new location without losing a market session.
Intuity agreed a cutover window, produced a device inventory and documented the shutdown and restart sequence. Hardware was decommissioned, labelled and packed into protective moving boxes before being transferred to the new office.
At the destination, engineers installed the equipment, restored network and voice connections, checked SIP registration and completed user-by-user call testing. A rollback and escalation route remained available until the customer confirmed operational acceptance.
Intuity can help with communications migrations, office moves, contact centres, call recording, global voice networks and ongoing technical support.
