Case Study: Onward Communications fixes UCaaS call quality with Bigleaf Networks

Onward Communications fixes UCaaS call quality across all locations with Bigleaf Networks

Onward Communications, a managed service provider, faced a significant challenge when a large multisite customer in transportation logistics experienced severe call quality issues after migrating to a hosted voice service (UCaaS). Despite having a robust new fiber internet network with redundant circuits, the customer suffered from dropped calls, latency, and jitter. The carriers and the UCaaS vendor each denied responsibility, leaving Onward Communications unable to resolve the problem and threatening the deployment's success.

Bigleaf Networks was brought in to provide visibility and a solution. Using their SD-WAN and analytics service, Bigleaf identified multiple underlying issues across the network, the circuits, and the connection to the voice provider. This data-driven evidence allowed all parties to collaborate on fixes. As a result, the call quality issues were resolved, transforming the customer's experience. The impact was so positive that the customer deployed Bigleaf Networks' routers at every location for ongoing monitoring and management, ensuring reliable performance without needing to replace any existing infrastructure.

Onward Communications