Financial institutions in the UK need more from a phone system than most businesses.
It is not just about handling calls.
It is about:
• compliance
• audit trails
• secure communication
• client experience
At the same time, firms are under pressure to modernise legacy systems and connect the platforms they already rely on.
That is why cloud phone systems are becoming the standard.
Why Cloud Phone Systems Matter in Financial Services
Traditional phone systems were built to make and receive calls.
Modern platforms go further.
They allow firms to:
• automatically log calls
• record conversations securely
• link calls to client records
• track performance and activity
For regulated industries, this is not optional. It supports compliance and reduces risk.
The Role of Integration
Most financial services firms are running multiple systems at once.
Typically:
• CRM platforms
• wealth management tools
• compliance recording systems
• email and collaboration tools
The problem is that these systems often do not connect properly.
Cloud phone systems solve this by integrating communications directly into those platforms.
That means:
• client information appears when the phone rings
• calls are logged automatically
• recordings are stored against client records
• less manual admin
Leading Cloud Phone System Providers for UK Financial Institutions
There are several platforms widely used across financial services. Each has its strengths depending on requirements, size and compliance needs.
8x8
8x8 is widely used in regulated environments and is well suited to financial services.
It offers:
• CRM integrations with platforms like Salesforce and Microsoft Dynamics
• integration with compliance recording platforms such as Smarsh
• analytics across voice and digital channels
• global calling capabilities
It is often chosen by firms that want both unified communications and contact centre functionality in one platform.
RingCentral
RingCentral is a well-established cloud communications provider with strong enterprise capabilities.
It provides:
• integrations with major CRM systems
• messaging, video and voice in one platform
• scalable cloud infrastructure
• app integrations through an open ecosystem
RingCentral is often used by firms that want flexibility and a wide integration marketplace.
Zoom Phone
Zoom Phone has grown quickly as part of the wider Zoom platform.
It offers:
• simple, user-friendly interface
• integrations with CRM platforms
• support for contact centre environments
• fast deployment
It is often selected by firms already using Zoom for meetings.
Microsoft Teams Phone
Many financial institutions already use Microsoft 365.
Teams Phone extends that into voice.
It provides:
• calling within Microsoft Teams
• integration with Outlook, SharePoint and other Microsoft tools
• Direct Routing and Operator Connect options
• collaboration alongside telephony
It is a natural choice for organisations already embedded in Microsoft.
Cisco Webex Calling
Cisco Webex is commonly used in enterprise and highly regulated environments.
It offers:
• secure cloud calling
• enterprise-grade infrastructure
• integration with Webex meetings and messaging
• strong security and compliance controls
Cisco is often selected by larger organisations with strict security requirements.
How Integration Improves Day-to-Day Operations
Without integration:
• advisors manually search for client records
• Call notes are entered after conversations
• recordings are stored separately
• Compliance checks take longer
With integration:
• client information appears before answering
• calls are logged automatically
• recordings are linked to client records
• reporting becomes easier
This improves both efficiency and accuracy.
Compliance and Call Recording
Financial institutions must meet strict regulatory requirements.
These can include:
• FCA regulations
• MiFID II call recording rules
• data retention policies
Cloud phone systems support this through:
• secure call recording
• searchable archives
• full audit trails
• integration with compliance platforms
Choosing the Right Platform
There is no single solution that fits every financial institution.
The right platform depends on:
• existing systems
• compliance requirements
• size of the organisation
• level of integration required
Some firms prioritise simplicity. Others need deeper functionality and control.
How West Pier Technologies Helps
At West Pier Technologies, we help financial institutions across the UK select and deploy the right cloud communication platforms.
We support:
• platform selection
• CRM and system integration
• compliant call recording
• ongoing support and optimisation
The goal is simple.
Every client interaction is captured, connected and easy to access.
Click here if you're ready to learn which solution is best for you!
