Case Study: Acquia achieves reliable global call quality and happier teams with Dialpad

Acquia - Customer Case Study

Acquia, a Boston-based SaaS company that builds and optimizes digital customer experiences, faced persistent communications problems that affected its global support and sales teams. VP of IT and Security Michael Ehrich reported frequent fuzzy audio and dropped calls caused by latency, plus long ring times and queue-routing delays that forced customers to sit through multiple call queue expirations—an unacceptable issue for a company that includes phone support as part of its service.

By adopting Dialpad, Acquia deployed a reliable, modern global call-queue and mobile phone solution used across Sales, Support, BDR and other departments. The result: call quality and routing issues were resolved, employee complaints about the phone system disappeared, and teams now enjoy a dependable communications platform that better supports customer-facing operations.

Acquia

Michael Ehrich

VP of IT and Security