The challenge
The client ran customer support for over 40 retail locations through a single on-premise PBX installed nearly a decade earlier. It had no redundancy. When call volume spiked during sales events, the system didn't degrade gracefully — it dropped calls outright, and agents had no visibility into why.
Two prior attempts to patch the issue with additional hardware had bought a few months of stability each time before the same failure pattern returned under load.
What we did
Rather than add more hardware to a system that had already outgrown its design, we migrated the client to a managed cloud PBX with automatic failover across regions, and tied it directly into their existing CRM.
- Ran the new cloud PBX in parallel with the legacy system for two weeks before cutover
- Migrated call routing and IVR logic with no change to the numbers customers already knew
- Tied telephony events directly into CRM records for real-time agent context
- Set up monitoring that flags call-quality degradation before it becomes a dropped call
The system now tells us when something's wrong before a customer does. That's the whole difference.
The result
Average hold time dropped 48% in the first full quarter after cutover, measured across the same seasonal period as the prior year's failures. The client went through the following peak season with zero unplanned outages — the first time in three years that had happened. The migration itself happened over a single weekend with a tested rollback plan in place, and no shifts were missed during the cutover.