Their onsite phone system vendor was unable to keep the Manufacturer’s phone system up for their Northwest division. Call quality and customer experience were suffering to the point where the CEO did a townhall meeting for all 20,000 employees in the company to discuss the issues in the Northwest. The IT team and Vendor were not able to fix the problem.
ChoiceTel was brought in for our project management and phone system expertise to diagnosis and then fix the problem. Diane Smith, CEO of ChoiceTel, joined calls with over 50 of the customer’s technical team to help lead the discussion and fix the problem.
The main problem that was implemented was that the underlying network supporting the voice experience was not configured correctly. ChoiceTel was able to implement an MPLS network with centralized SIP (and back-up SIP delivery) at a cost competitive rate for the customer. In addition to the underlying network being remedied, ChoiceTel re-engineered the set-up of the phone system, changing where servers where placed and what features were being utilized to achieve the desired business end goals in a more redundant and secure manner.