Deploying Cloud-Based Calling for Clearer Connections

Discover how a midsized industrial communications service provider enabled faster growth by moving from unsupported on-premises voice infrastructure to a modern cloud calling platform.

CDW Expert

Beyond Legacy Voice Infrastructure

48%

of organizations cite replacing or augmenting legacy communication systems as a critical modernization driver¹

90%

of organizations are projected to adopt cloud collaboration platforms for enterprise telephony by 2028²

Can a growing communications service provider improve reliability and customer experience by moving to a modern cloud calling platform?

A REAL-WORLD EXAMPLE

A Growing Company Faces a Call Quality Challenge

Dropped calls were creating frustration for customers and staff of a communications service provider using unsupported on-premises voice infrastructure. To grow more quickly, the company’s leaders decided to transition to a more reliable, more customer-friendly cloud-based calling solution.

THE TURNING POINT

A Cloud Calling Strategy Built on Trust, Choice and Technical Guidance

CDW solution architects helped the company assess multiple cloud calling options with live solution demonstrations tailored to their workflows and use cases, giving leaders a clearer view of how each platform would support daily operations. The system chosen included:

Cisco Webex Calling with Customer Assist
CDW Managed Services for Webex Calling
Microsoft Teams with Five9

CDW Collaboration Solutions and Services

CDW’s Collaboration Solutions and Services team helps customers design, deploy and support modern communication experiences that improve productivity and simplify the way people connect.

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Cisco and CDW

Cisco delivers the advanced platforms to support secure, agile work. CDW brings the services and expertise to help make those solutions real for your business.

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THE RESULTS

A Modern Calling Platform for Growth, Reliability and Scalability

Customer service agents wear headsets assisting callers in office.

The company gained a more reliable foundation for business communications and customer interactions, aligning with Cisco’s cloud roadmap to reduce operational complexity and risk.

Here’s Why It Worked

Eliminating new on-premises hardware investments helped lower costs.
Transitioning to Webex Calling modernized the communications environment, improving call reliability and customer experience.
Adding CDW Managed Services enabled proactive monitoring and faster issue resolution while removing the need to manage updates, upgrades and lifecycle maintenance.

What’s Next?

With Cisco Webex Calling and CDW Managed Services in place, the company has a more scalable communications foundation that can evolve as the business grows. The modernized platform helps restore confidence in customer interactions while giving IT teams more time to focus on strategic priorities instead of ongoing voice infrastructure maintenance.

Modernize Your Collaboration Strategy With Cisco and CDW

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Sources:
¹ Techaisle, “The Hybrid and AI Revolution in Business Communications: What it Means for You?” February 2025
² Gartner, “2025 Magic Quadrant,” September 2025