Customer Success Story: Carolina Cat
Carolina Cat, a leading provider of construction equipment and services, relies heavily on telephone interactions to conduct business with its customers. Before implementing Variphy, the company lacked clear visibility into the performance of its Cisco UC platform, making it difficult to measure and optimize call interactions.
- Location: United States
- Industry: Business Services
- Products: Variphy Reporting and Analytics for Cisco CUCM, Variphy Reporting and Analytics for Cisco UCCX, Variphy Reporting and Analytics for Cisco CUBE
- Devices: 1,500+ Phones
The Challenge
Carolina Cat required a tool that could deliver accurate and actionable data on their entire Cisco UC environment, including Call Detail Records (CDR) and Contact Center (UCCX) data. Their existing custom solutions were difficult to maintain and not user-friendly, making it hard to present key information to business leaders. The company needed a centralized, easy-to-use system to provide clear and reliable insights.
The Solution
After evaluating several tools, Carolina Cat chose Variphy as the only solution that consistently provided data from their entire environment. Variphy offered the “single pane of glass” visibility they needed, integrating CDR and UCCX data in one place. Its ease of use allowed the IT team to set up and maintain dashboards and reports, while also giving business leaders data in a format that was easy to interpret.
“Variphy has provided us with visibility into CDR and Contact Center data through a single pane of glass that is highly granular yet easy to consume. I can now display dashboards and reports to the decision-makers in our business with exactly the data they want to see in a format that is easy for a non-technical person to understand.”
The Impact
Variphy quickly proved its value by helping identify a script issue in the Contact Center that was causing customer calls to be disconnected during transfers. After resolving the issue, the team was able to verify that the problem was fixed, improving customer experience. Variphy also highlighted that Carolina CAT was paying for more SIP trunk capacity than necessary, leading to potential cost savings. Most importantly, Variphy provided objective data that instilled confidence in the phone system among business leaders, fostering trust in their communication infrastructure for the first time.
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