Gavin Jones, Director of Wholesale Partners at BT Wholesale, says the revised 2027 PSTN switch-off deadline has changed the pace of the market rather than the direction. Instead of a steady migration, partners are now facing a more concentrated period where many organisations will need to move at the same time. That compression is starting to reshape both demand and partner strategy.
Jones believes the delay has not removed urgency. It has simply allowed businesses to keep legacy voice running for longer while other priorities took focus. As the deadline moves closer, those same organisations are realising telephony cannot be treated as a standalone upgrade and must form part of a wider cloud and collaboration plan.
Voice is now part of a broader cloud conversation
Jones notes that customers are no longer asking for a direct PSTN replacement. They are looking for an integrated cloud voice that works inside platforms such as Microsoft Teams, alongside messaging, meetings, and AI-led productivity features. The discussion has shifted from replacing lines to improving how people communicate and work.
This change naturally expands the channel’s role. Partners are moving beyond connectivity provision and into the design and management of joined-up communications environments. The focus is less on individual products and more on how voice, collaboration and AI operate together in daily workflows.
A compressed window of commercial opportunity
According to Jones, the delayed timeline has created a backlog across the UK. Many organisations paused decisions while awaiting clarity around the national switch-off programme. That demand has not disappeared. It is now being built and will need to be addressed within a shorter timeframe as 2027 approaches.
For channel partners, this creates a clear but time-sensitive opportunity. When PSTN replacement is combined with Teams and AI adoption, engagements become broader and more strategic. Instead of one-off telephony projects, partners can lead larger transformation programmes with longer-term value.
Integrated cloud voice sits at the centre of transformation
Jones points out that businesses want reliable, scalable calling that fits naturally into their existing collaboration stack. They also expect capabilities such as analytics, automation and AI-assisted call handling as standard. This raises partners’ expectations, who are increasingly seen as advisors on digital workplace strategy rather than just telephony specialists.
He also highlights the financial scale of the shift. The UK market associated with PSTN transformation is forecast to reach £1.83 billion in the coming years. This includes the technology itself as well as the design, deployment and managed services required to support successful migrations.
Early engagement will shape partner success
Jones stresses that timing will be critical. The extended deadline can give a sense that there is still plenty of time, yet large-scale migrations require planning, customer education and phased execution. Partners that start conversations early will be in a stronger position to guide customers through complex decisions and avoid last-minute pressure.
In practice, he believes success will come down to three areas. Partners need a clear understanding of their customers’ legacy PSTN estates and realistic migration pathways. They must also demonstrate strong integration expertise across cloud voice, Teams and AI-enabled collaboration services. Finally, robust managed service models will be essential to give customers confidence after the switch-off is complete.
Jones ultimately sees the PSTN switch-off opportunity as broader than a network change. It is a chance for organisations to modernise how they communicate in a cloud-first, AI-influenced workplace. Partners that recognise this wider shift will be better placed to deliver lasting value rather than simple line replacement.
