Pawnee Leasing Corp had an on-premise Avaya phone system and Enghouse Contact Center solution that was becoming costly to maintain with the upgrades needed, maintenance of the system & costly license upgrades. It was also becoming a difficult task for the small IT department to maintain multiple platforms, manage the downtime periods during any upgrades, and the inconsistent connectivity for Pawnee’s remote workers. The remote worker connectivity was critical for the business, and the inconsistent VPN uptime caused frustration for remote workers ultimately, skewing call metrics and call recordings. Without having the key metrics working correctly, it made it tough for management to track employee performance and accurately assess areas to improve, so Pawnee’s customers were provided the highest level of customer support.