Case Study: Global IP/SIP Telephony Upgrade for a Fortune 1000 Enterprise

How Group9 modernized a legacy TDM system and
led a full IP/SIP implementation across multiple global regions

The Challenge

A Fortune 1000 enterprise needed to upgrade its outdated TDM telephone network to a modern IP/SIP-based telephony infrastructure. With over 300 users in the U.S. and an integrated Customer Service Center handling high volumes of inbound orders, the stakes were high. Any downtime or misalignment could result in lost productivity and service delays.

The client also needed to ensure this U.S.-based deployment aligned with their global communications standardsalready established in EMEA and Asia. To move forward confidently, the organization needed expert guidance on vendor selection, technology strategy, and deployment execution.

The Group9 Solution

Group9 Communications partnered closely with the enterprise’s IT and Procurement teams to lead the modernization effort. We designed and managed a comprehensive RFP process to evaluate vendor capabilities, network compatibility, support options, and pricing.

Key Actions:

• Developed a detailed RFP tailored to the client’s technical and operational goals

• Collaborated with internal stakeholders across IT and procurement

• Shortlisted and helped select the optimal vendor for IP/SIP implementation

• Led the project management and full deployment from start to finish

• Ensured regional alignment with previous installations across Europe, the Middle East, and Asia

The Results

• Full Transition from TDM to IP/SIP: Delivered a modern, scalable telephony solution to support voice, call routing, and UC functionality

• 300+ Users Supported: Seamless cutover with minimal disruption across departments

• Global Consistency: Ensured infrastructure matched existing deployments in EMEA and Asia, maintaining operational alignment

• Streamlined Order Center: Enhanced call handling and uptime for the division’s high-volume Customer Service Center

• Project Ownership: Group9 managed the implementation from vendor selection through to go-live, reducing internal workload

Conclusion

By leading the RFP process, vendor engagement, and project execution, Group9 delivered a modern voice infrastructure that met the client’s technical, geographic, and business needs—positioning them for long-term operational success.