Case Study: Global Call Center Provider achieves sub-second VoIP failover and uninterrupted call connectivity with FatPipe Networks

Global Call Center Provider Uses FatPipe IPVPN for Sub-Second Failover of VoIP Calls

Global Call Center Provider, a leading global business process outsourcing firm with 100+ sites, was suffering intermittent VoIP outages over its MPLS network that caused dropped calls, jitter, high latency and last‑mile failures. These problems forced IP phones to re‑register with the main switches (a process taking up to 30 minutes), costing the company over 21,000 hours of productivity and hundreds of thousands of dollars. To address this, the customer engaged FatPipe Networks and its FatPipe IPVPN solution (with GRE encapsulation).

FatPipe Networks deployed FatPipe IPVPN with GRE encapsulation and MPSec tunneling at multiple global sites to provide automatic, sub‑second failover of VoIP calls so phones stayed connected without switch re‑registration. The deployment stopped lengthy outages, restored agent productivity and improved customer satisfaction, avoided multimillion‑dollar replacements of legacy switches and routers, and prevented further losses on the scale previously experienced.