Replace outdated voice systems with Teams and get more than cost savings
Voice infrastructure plays a critical role in customer service, compliance, and internal operations, especially for financial services organizations.
Momentum supports mortgage lenders across North America with fully managed Teams Voice solutions built for scale, reliability, and performance. One national lender was spending more than $68,000 a month on legacy systems that no longer supported the needs of their hybrid, multi-location workforce.
Call quality was inconsistent. Support tickets took too long to resolve. Internal IT was overwhelmed managing disconnected systems with limited visibility and control.
In this use case, we explore how the company worked with Momentum to modernize its voice platform, reduce operational risk, and deliver a better experience for both customers and employees.
The Solution
Momentum helped the lender:
- Deploy a fully managed Microsoft Teams Operator Connect solution across the organization
- Transition more than 3,000 users with dedicated 1:1 call path licensing
- Eliminate pooled call path limitations to ensure every call gets through
- Maintain 50 toll-free numbers to support customer workflows
- Enable over 1,500 Teams SMS licenses for integrated business messaging
- Replace third-party fax tools with more than 700 Teams-native fax licenses integrated with SharePoint and OneDrive
- Offload day-to-day management and onboarding with Momentum’s dedicated implementation and support team
The Outcome
The company now has a compliant, scalable voice platform that supports a hybrid workforce and business-critical communication. Internal IT is no longer burdened with ongoing maintenance or complex integrations. Voice performance is consistent across departments. And customer-facing teams have the tools they need to respond quickly and reliably.
“From the first call, it was clear that Momentum wasn’t selling us a product. They had a process,” said the VP of Infrastructure and Operations. “They listened to every department, showed us exactly how support would work after launch, and delivered a Teams solution that made our IT team’s life easier while improving the customer experience.”
Momentum also introduced project managers and support leads early in the process, reinforcing transparency and building trust across teams. Even with a higher monthly fee than some vendors, the total value of the solution—through reduced risk, improved reliability, and fewer third-party tools—made the investment worthwhile.
When to rethink your voice environment
If your organization relies on voice to serve customers, coordinate teams, or meet compliance requirements, these signs may indicate it’s time for change:
- Your provider is missing SLAs or delaying support resolution
- You’re preparing to roll out Microsoft Teams across the business
- Multiple departments depend on voice, but there’s no centralized control
- IT is overextended managing fragmented or outdated tools
- You rely on fax and toll-free workflows that must remain compliant
- Missed or dropped calls are impacting customer experience and revenue
Get the full story
Momentum’s fully managed Teams Voice solution helps organizations simplify operations, reduce support burden, and deliver better outcomes for employees and customers.
Download the full use case to see how this national mortgage lender modernized voice and positioned their business for long-term success.
