New Telephone System Bringing Smarter Communications to Age UK Norwich

Age UK Norwich has launched a new, cloud-based telephone and mobile system in partnership with Dupliq, bringing smarter, more flexible communications to our charity. This major upgrade is already improving how we stay connected with our staff, volunteers, clients, and the wider community.

Every month, Age UK Norwich handles over 1,500 phone calls from older people, their families, and professionals seeking advice, support, and connection. These conversations are at the heart of what we do, so it is vital that we can respond quickly and securely.

As a proud local brand partner of Age UK, one of the UK’s leading charities for older people, clear and reliable communication underpins all our services, from advice lines and wellbeing checks to home visits and social clubs.

Dupliq’s modern system helps us meet these demands. A Dupliq representative shared “We’re proud to support Age UK Norwich with a communications system that’s cost-effective, secure, and built for the future. It enables staff to work smarter and stay connected - wherever they are.”

What’s New?

• Cloud-Based Phone System: Staff can now make and receive calls from any location - using desk phones, laptops, or mobiles. This flexibility ensures that client calls are answered more quickly, even when teams are working remotely or out in the community.
• Business Mobiles for Key Staff: Our outreach teams remain in touch while on the move, ensuring we can check in with clients, respond to urgent needs, and stay connected across Norwich.
• Cost Savings: These savings are being redirected into frontline services allowing us to support more people, more often.
• Increased Flexibility: Staff can transfer calls, join virtual meetings, and access voicemail and call data from anywhere. This helps us avoid missed connections and improves continuity of care for clients.
• Secure and GDPR-Compliant: The system is fully compliant with data protection standards, keeping sensitive information safe and giving clients confidence in our service.

This upgrade is more than a technical change. It is a meaningful step forward in how we support people. With faster response times, fewer missed calls, and improved collaboration across teams, we are making it easier for older people to get the help they need, when they need it.

The new system is being introduced gradually throughout July, with Dupliq working hand-in-hand with our IT and operations teams to ensure a smooth transition with no disruption to our vital services.

At a time when charities are under increasing pressure to do more with less, this investment in smarter communications helps us stay effective, agile, and focused on what matters most -supporting older people in Norwich to live well, age well, and enjoy a better quality of later life.