Case Study: United Spinal Association achieves unified, cloud-based communications and improved call quality with Fonality

Unified communications across multiple locations

United Spinal Association, a national nonprofit supporting people with spinal cord injuries, operates multiple offices and dozens of chapters across the U.S. Their legacy Avaya phone system was aging and inconsistent across locations, creating poor call quality and coordination challenges that threatened service delivery and efficiency.

United Spinal deployed Fonality’s unified communications and later migrated to its hosted PBX/cloud offering, standardizing telephony across sites. Features like the Heads Up Display (presence, click-to-dial, visual voicemail, conferencing), advanced contact-center routing, and secure redundant hosting improved call quality, cut costs, boosted staff productivity (saving up to two hours a day), and ensured callers reached the right people—significantly enhancing member experience.

United Spinal Association

Edwin Lopez

Help Desk Manager