Case Study: Polycom achieves higher customer satisfaction and fewer outages with Keen's device-friendly data reporting

Polycom increases customer satisfaction with Keen’s device-friendly data reporting

Polycom, a telecommunications leader known for conference phones and video solutions used by over 400,000 customers and tens of millions of devices, needed better insight into which hardware, software versions, and configurations customers actually used. With massive device scale, privacy constraints, and a desire to focus testing and performance monitoring where it mattered most, Polycom struggled to prioritize development and spot emerging field issues without overwhelming internal systems.

By adopting Keen’s flexible, device-friendly analytics, Polycom selectively collected and queried telemetry—such as memory usage—and quickly identified popular configurations and early signs of memory leaks. This allowed the company to reallocate testing and development to high-impact areas, reduce unplanned outages, shift support to scheduled fixes, cut overtime costs, and ultimately improve product performance and customer satisfaction.

Polycom

Eric Nylander

Principal Software Engineer