As cloud-based communication methods replace the outdated copper wire, ensuring vulnerable groups of people aren’t left behind is crucial. Elizabeth Harris, ESG Coordinator at 8x8, discusses the opportunity the Big Switch Off presents for bridging the digital divide.
The Public Switched Telephone Network (PSTN) and Integrated Services Digital Network (IDSN) have been the backbone of our telecommunications infrastructure since the 1980s. However, these legacy systems are becoming expensive to maintain, and ill-equipped to meet our growing demands in an increasingly digital world. By December 2025, UK telecom network providers aim to have switched off analogue copper-based networks and replaced them with internet-reliant solutions such as Voice over Internet Protocol (VoIP) and UCaaS and CCaaS platforms.
For many, the landline telephone is a thing of the past, so this change is not unexpected, but for certain groups in society, it is still their main method of communication. As we transition to digital communication technology, it’s vital we don’t risk leaving people cut off.
The digital divide
Put simply, digital inclusion refers to having the skills, connectivity, and accessibility to use digital technology. Unfortunately, being unable to take part in a digitally connected society puts you at a massive disadvantage.
From socio-economic conditions to geographical location, there are multiple barriers that may impact an individual’s access to the internet and digital technology. For example, according to Citizens Advice, the cost-of-living crisis saw a million people in the last year disconnect their broadband because they could no longer afford it.
Likewise, there’s a digital skills gap when it comes to age. Research reveals 70% of older people are unaware that an internet connection will be required to make landline phone calls from December 2025 while 20% of people aged 65 plus still do not have access to the internet.
What’s more, the PSTN switch off won’t just affect landline phones. Other technologies that rely on the copper network like CCTV, telecare systems, alarms and lifts will also need to transition. These technologies are essential to the operations of organisations supporting vulnerable people such as care homes, schools and housing associations. It’s therefore crucial that they make the switch ahead of the deadline so people aren’t left without key services.
While the transition to cloud communications may seem daunting, it actually presents a unique opportunity to improve access to digital solutions.
An opportunity for digital inclusion
The switch to internet-based solutions could be a step in the right direction for digital inclusion. The move to All-IP will in effect see everyone provided with a broadband line. All-IP is fitted with at least 0.5 Mbps of bandwidth and homes that do not currently have broadband will receive a router for their voice service, at least providing access to email and basic browser functionality.
Plus, many network providers are putting additional solutions in place to ensure vulnerable people in the UK are supported in the move to internet-based calling. For example, BT has said it will supply vulnerable customers with a battery backup to ensure digital phone services work for a longer period if an outage occurs.
The benefits of cloud communications for digital inclusion
On top of this, unified communication platforms offer a number of benefits which promote accessibility and inclusion.
Accessibility
Cloud communication tools offer broader functionality including accessibility features, making it usable to a wider base of people. Features such as screen readers, speech-to-text, and keyboard shortcuts, can be vital to enable those with accessibility needs to efficiently communicate and access the services they need.
8x8 contact centre, for example, offers translation functionality which is ideal for offering support to people where English is not their first language.
What’s more, cloud-based unified communication platforms provide multiple channels to get in touch, such as video, instant message and voice calls, allowing people to connect with each other or an organisation via whatever method best suits their needs.
Mobility and flexibility
The flexibility that cloud-based communication platforms can provide is key to inclusivity. As long as you have an internet connection, you can communicate from anywhere in the world and at any time. This removes location constraints, making it easier for individuals and organisations to connect with a global community.
Plus, in the workplace, UCaaS and CCaaS platforms allow people to work from anywhere, enabling organisations to offer more inclusivity and recruit a diverse workforce. For example, an employee who may have faced challenges travelling into the office is able to effectively carry out their role and collaborate with their colleagues remotely.
Reliability
The age of PSTN equipment has meant in recent years failures have become more frequent and it’s becoming increasingly difficult to repair and maintain. A breakdown in a communication line could leave vulnerable people unable to access to support they require. Transitioning from the old network presents an opportunity to reduce the risk of faults and ensures customers will continue to receive uninterrupted service via the cloud.
Cloud communications also offer improved security. For example, 8x8’s solutions are integrated with security features such as number lookup and number masking to ensure communications are secure, private and reliable.
Cost-savings
Cloud-based communication solutions often eliminate the need for costly hardware and maintenance. Plus, because VoIP operates over the internet, you don’t need to pay additional charges to make international calls. This can help organisations and individuals save a lot of money if they regularly make calls internationally.
To learn more about the benefits 8x8’s cloud communication tools offer for digital inclusion, explore our solutions here.