Case Study: a Fortune 50 telecom provider achieves simpler IVR routing and lower development costs with Kenway Consulting

a Fortune 50 telecom provider in the US cuts routing rules by 57% with Kenway Consulting

Kenway Consulting partnered with a Fortune 50 telecom provider in the US to address a complex and fragmented call routing architecture. The client's Genesys and Cisco CTI systems had become difficult to manage due to years of organic growth, leading to widespread duplication, inconsistent design standards, and thousands of redundant agent queues. This made every change request slow, risky, and expensive to implement.

Kenway Consulting redesigned the architecture by consolidating routing rules and standardizing coding methodologies into a single framework. This solution eliminated 57% of routing rules and reduced routing flows by 71%. The streamlined system cut analysis time for changes by up to 50% and is estimated to save $150,000 in annual development costs, while also reducing technical debt and improving maintainability.