Case Study: Thirty-One Gifts avoids busy signals and restores 50% call capacity with Cyara

Thirty-One Gifts - Customer Case Study

Thirty-One Gifts, an Ohio-based direct-sales company with 1,500 employees and over 80,000 independent consultants, needed to ensure phone order support kept pace with rapid growth. After upgrading to a SIP-based contact center and expanding port capacity from 300 to 1,000 to handle spikes of up to 10,000 calls per day, the company faced the risk of busy signals, routing inefficiencies and voice degradation that could disrupt consultants’ sales and customer service.

Using the Cyara Platform for automated load testing, Thirty-One discovered a configuration issue that reduced usable port capacity by 50% and revealed routing and CRM validation inefficiencies that lowered calls-per-second. The team fixed and revalidated the issues with Cyara, eliminating the capacity constraint and voice degradation, improving CPS, cutting testing lead time from two weeks to last-minute, and avoiding order delays or lost sales for consultants.

Thirty-One Gifts

Chuck Sunker

Manager, Consultant Support Systems