Case Study: Ruby Receptionists achieves 66% fewer service interruptions and scalable high-quality voice with Twilio

Ruby Receptionists Delivers Delight More Than 40,000 Times a Day

Ruby Receptionists is a Portland-based live virtual receptionist service with about 500 employees (two-thirds receptionists) answering more than 40,000 calls a day for 8,000+ small businesses. Faced with an inflexible, legacy TDM/PRI PBX that was degrading call quality and slowing number provisioning, the company needed a SIP trunking solution that would preserve routing, ensure high call quality (MPLS/geo-redundancy), and provide a robust admin console without risking uptime.

Ruby moved to Twilio Elastic SIP Trunking and Programmable Voice, standing up a proof of concept within 24 hours and gaining MPLS connectivity with coast-to-coast points of presence. The platform now handles 2.2M+ SIP/voice minutes per month, enabled instant provisioning of 8,000+ numbers, reduced service interruptions by 66% (and cut the average number of customers affected by 50%), lowered costs, and sped feature development—e.g., a “Choose Your Caller ID” mobile feature built in a month with strong adoption.

Ruby Receptionists

Steve Severance

Vice President of Engineering