Cayuse Technologies grew significantly in recent years, leading the company to switch from its original phone service to a more sophisticated solution. But the company—which was earning a reputation as a go-to professional service provider—just kept growing, particularly in the size and scope of its call center operations. At some point, client demand became too much even for the newer phone system.
“We found ourselves with two phone solutions, from two different providers, and we were still lacking the reliability, call quality, and functionality we needed,” says Chris Leonard, Director of IT.
The biggest problem with both phone solutions was the same: downtime. “We promise high levels of uptime in our service-level agreements,” Chris explains. “These regular phone outages were threatening to undermine those guarantees.”
A second challenge for Cayuse Technologies was the underwhelming reporting capabilities of its newer phone system. “Our clients expect call-data reports covering a wide range of metrics, but the old system basically output only raw data, and our project managers then had to spend hours turning that data into readable reports.”
As these challenges became more serious, they threatened to affect the company’s operational efficiencies and client relationships. That’s when Chris’s team received executive approval to cancel one of the company’s telecom contracts and use the savings to find a better solution.
