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TelConnect Inc. · Telecom
Key Result
40% increase in agent productivity
Migrated a legacy on-premise predictive dialer serving 10,000 agents to a cloud-native FreeSWITCH platform on AWS — with zero downtime cutover.
TelConnect is a US outbound contact center operator running high-volume sales and collections campaigns nationwide. Their aging on-premise dialer could not scale with client demand, incurred six-figure annual hardware maintenance, and lacked modern CRM integration. CloudUCaaS delivered a full cloud migration in 14 weeks with parallel running, agent retraining, and a phased cutover that kept campaigns live throughout the transition.
TelConnect Inc.
10,000
Agents migrated
40%
Productivity lift
99.99%
Platform uptime
14 weeks
Migration time
TelConnect operated a legacy on-premise predictive dialer supporting 10,000 concurrent agents across three data centers. Rising hardware maintenance costs, limited auto-scaling during campaign peaks, and no real-time CRM disposition sync were eroding margins and client satisfaction. A hard cutover risked losing millions in daily dial volume.
CloudUCaaS architected a cloud-native FreeSWITCH dialer on AWS with auto-scaling agent groups, intelligent pacing algorithms, and sub-second CRM sync to Salesforce. We built parallel running infrastructure, migrated campaigns in waves by region, and deployed real-time supervisor wallboards with SLA alerting — all while maintaining TCPA compliance and DNC scrubbing.
Within the first quarter post-launch, TelConnect saw a 40% increase in agent talk time, 99.99% platform uptime, and complete elimination of on-premise hardware costs. Client NPS improved 18 points due to faster reporting and fewer dropped campaigns during peak hours.
“CloudUCaaS migrated 10,000 agents without a single day of lost production. Our connect rates went up and our infrastructure team finally sleeps at night.
Phased approach that kept the client operational throughout the engagement.
Weeks 1–3
Audited legacy dialer, mapped CRM flows, designed AWS target architecture.
Weeks 4–9
Built cloud dialer, integrated Salesforce, ran shadow campaigns.
Weeks 10–13
Migrated regions in waves with rollback plans and 24/7 war room.
Week 14+
Tuned pacing algorithms, enabled auto-scaling, trained supervisors.
Screenshots and visuals from the delivered solution.
Technologies Used
Development ServiceExpert FreeSWITCH customization, dialplan engineering, and platform development
Development ServiceCustom VoIP software solutions for call centers, enterprises, and telecom providers
Development ServiceScalable cloud infrastructure on AWS, Azure, and Google Cloud
Development ServiceCI/CD pipelines, monitoring, and infrastructure automation for reliable deployments
Let's discuss how CloudUCaaS can deliver measurable outcomes for your telecom organization.
