The Institute of Singapore Chartered Accountants (ISCA) is the national accountancy body of Singapore, representing over 40,000 members across 40 countries. Established in 1963, ISCA advocates for the interests of the accounting profession, complements global standards with Asian insights, and plays a key role in advancing accountancy practices across industries. It administers the Singapore Chartered Accountant Qualification (SCAQ) and is the Designated Entity to confer the Chartered Accountant of Singapore – CA (Singapore) designation. As a member of Chartered Accountants Worldwide, ISCA is part of a global community of 1.8 million Chartered Accountants and students across more than 190 countries.
ISCA’s previous telephony setup — a vendor-hosted IP-PBX that combined unified communications and contact centre functions — met the organisation's basic needs but lacked flexibility as its requirements evolved.
Routine changes, such as ad-hoc closure messages or call routing updates, required vendor involvement and incurred additional costs. These requests often took up to three days to process, resulting in delayed responses to members and internal teams.
ISCA needed a solution that would streamline system administration and call handling, reduce dependency on external vendors, and more efficiently and securely support its evolving communication needs.
To address these challenges, ISCA adopted Zoom Phone and Zoom Webinars as part of its digital transformation journey.
Empowering internal agility with Zoom Phone
With Zoom Phone, ISCA has more control over its telephony environment. Administrative tasks, such as provisioning, routing, and call handling, can now be managed internally — reducing delays and reliance on vendors.
ISCA administrators and phone users can now customise call handling settings to determine how calls are routed during business hours, breaks, holidays, or out-of-office periods. What previously required raising a support ticket and waiting three days can now be done much faster, saving valuable time and improving responsiveness.
