Case Study: Westward360 keeps US–Philippines contact centers connected and reduces hold times with Dialpad

How Westward360 keeps contact centers from the US to the Philippines connected

Westward360 is a property management company with teams in Chicago and the Philippines that needed a reliable, easy-to-use contact center to keep resident communications smooth. Their old setup relied on landlines and an overly complex phone tree that caused bottlenecks, long hold times, and scattered customer data across multiple systems.

They moved to Dialpad, quickly porting numbers and rolling out a low‑learning‑curve platform with a simplified, customizable phone tree, analytics-driven staffing, Voice Intelligence (Real‑Time Assist) and Zendesk integration via APIs. As a result they centralized customer touchpoints, reduced hold and abandon rates by better predicting call spikes, delivered over 11,000 RTA recommendations in six months to speed agent responses and training, and eliminated major disruptions to their contact center operations.

Westward360

Jude Tungul

Business Operations and Intelligence Manager