Case Study: Focus Services achieves low-latency call center performance and stronger security with Cato Networks

Focus Services Crushes Call Center Latency, Boosts Security with Cato

Focus Services, a global outsourced call center provider with locations across North America, Central America and the Philippines, faced degrading voice quality and high latency as it moved call-center ACD and VoIP services to the cloud and expanded remote work. International sites were stuck on Internet VPNs while domestic sites used costly MPLS, leading to poor long‑haul performance, manual routing fixes, and limited visibility. After evaluating SD‑WAN options, Focus Services selected Cato Networks to address global connectivity, latency and remote‑access needs.

Cato Networks deployed its cloud‑native SD‑WAN and global backbone (on‑ramps via simple Cato Socket appliances) and later rolled in security services to support hundreds of work‑from‑home users. The solution delivered MPLS‑like long‑haul performance, dramatically reduced voice degradation, enabled active/active dual‑ISP traffic duplication instead of simple failover, and gave much better visibility and manageability. As a result Focus Services saw improved call quality and faster deployments (helping sales), consolidated firewall/VPN functions into Cato, and positioned the company to extend the solution to additional international sites.

Focus Services

Bill Wiser

Vice President of information systems security and networks, Focus Services