Selfhosted
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I think you're seriously underestimating the size of this job. This is the work of 4-5 people over several weeks to even upwards of a month. PBX alone is a real PITA to get setup and to manage. Then you actually have to train your people on how to use the infrastructure you just setup for them.
Like you said, they've been operating one way for two decades and now you're completely uprooting that on top of having to setup and manage everything.
You're underestimating this.
Thank you for the feedback. This seems to be the general consensus. What tech stacks would be good given the circumstances I'm now finding myself in. Personally I dislike Google and all that. But this is business. People need to survive and eat.
You're going to have to prioritise.
Find changes that:
Save a decent amount of money Are low risk Don't take too long to do Can be easily backed-out of