SIX, the Zurich-based operator of financial-market infrastructure for Switzerland and Spain, has completed a 12-month migration of its enterprise voice estate to Microsoft Teams-based cloud services, replacing location-bound PBX, call-centre and recording systems across 25 sites.
As reported by Diginomica, the project moved nearly 1,700 seats and 609 services to Luware Nimbus for contact-centre routing and Luware Recording for compliance capture. The deployment centralizes SIP connectivity, removing the need for local telephony systems at branch level while keeping call handling and recording tied into Teams.
For SIX, this was not a conventional customer-service refresh. Its infrastructure supports exchange, securities, payments and financial-information operations, where retaining and retrieving voice records can be essential during audits, disputes and legal proceedings.
Andrea Panarese, SIX’s head of voice services, said the company needs to securely retain and locate workplace recordings for up to 10 years under obligations including Swiss financial-market rules and PCI DSS-related requirements. The previous environment combined Alcatel PBX systems, call-centre products and an older NICE recording platform.
The resulting architecture uses Teams as the client and collaboration layer, with Luware’s products supplying the routing, contact-centre and recording functions enterprises usually need beyond core Teams calling. Luware Recording is based on technology from Verint, according to the report.
That is a familiar attraction for Teams Phone deployments, but the SIX case also highlights the less glamorous work: authentication, service ownership, reporting, migration sequencing and retention controls. Panarese said service owners can now manage memberships and obtain reports within their own teams rather than submitting ad hoc requests to internal support staff.
SIX has not put a firm financial figure on the project. It characterizes voice as business-critical operational infrastructure rather than a direct revenue generator, but says the new setup is more scalable and easier to distribute across the group.
That distinction matters for IT teams evaluating similar platforms. The completed project is a Teams-centric voice, routing and compliance-recording migration; AI is a potential layer on top, not the foundation of the deployment.
For Windows and Microsoft 365 administrators, the useful lesson is that regulated Teams voice projects still depend on specialized recording, retention and contact-centre tooling rather than Teams alone.
As reported by Diginomica, the project moved nearly 1,700 seats and 609 services to Luware Nimbus for contact-centre routing and Luware Recording for compliance capture. The deployment centralizes SIP connectivity, removing the need for local telephony systems at branch level while keeping call handling and recording tied into Teams.
Compliance was the non-negotiable requirement
For SIX, this was not a conventional customer-service refresh. Its infrastructure supports exchange, securities, payments and financial-information operations, where retaining and retrieving voice records can be essential during audits, disputes and legal proceedings.Andrea Panarese, SIX’s head of voice services, said the company needs to securely retain and locate workplace recordings for up to 10 years under obligations including Swiss financial-market rules and PCI DSS-related requirements. The previous environment combined Alcatel PBX systems, call-centre products and an older NICE recording platform.
The resulting architecture uses Teams as the client and collaboration layer, with Luware’s products supplying the routing, contact-centre and recording functions enterprises usually need beyond core Teams calling. Luware Recording is based on technology from Verint, according to the report.
Centralized voice, fewer local dependencies
The practical change is less about replacing desk phones than moving operational control out of individual offices. SIX said the centralized SIP trunk setup now provides one interconnection to the telephony network, allowing customer-service processes and voice services to span countries without carrying local telephony infrastructure in every location.That is a familiar attraction for Teams Phone deployments, but the SIX case also highlights the less glamorous work: authentication, service ownership, reporting, migration sequencing and retention controls. Panarese said service owners can now manage memberships and obtain reports within their own teams rather than submitting ad hoc requests to internal support staff.
SIX has not put a firm financial figure on the project. It characterizes voice as business-critical operational infrastructure rather than a direct revenue generator, but says the new setup is more scalable and easier to distribute across the group.
AI is the next, not the current, phase
Despite the headline, SIX’s AI work remains prospective. The company is discussing projects that could apply AI to interactive voice response systems and to analysis of its call-recording archive, potentially to improve service handling and identify behavioral patterns.That distinction matters for IT teams evaluating similar platforms. The completed project is a Teams-centric voice, routing and compliance-recording migration; AI is a potential layer on top, not the foundation of the deployment.
For Windows and Microsoft 365 administrators, the useful lesson is that regulated Teams voice projects still depend on specialized recording, retention and contact-centre tooling rather than Teams alone.
References
- Primary source: Diginomica
Published: 2026-07-20T10:39:51+00:00
From switchboard to AI - inside the voice overhaul at SIX
The Swiss exchange operator has moved 1,700 seats across 25 sites onto Teams. AI is the next step.
diginomica.com