The challenge
The degradation was real but intermittent, and the existing provider's diagnostic output was effectively a 'within SLA' page. Customers needed a real fix in days, not the next quarterly review.
Our approach
Activated diverse upstream peers via GlobalXess for the affected destinations, switched the route in real time, and ran AI-Enhanced Call Quality Monitoring across both legs in parallel for one week to validate the move.
Outcomes
- MOS restored from 3.4 to 4.2 within a 48-hour window.
- Jitter under 20ms across the affected destinations after the switch.
- Customer complaints to the back office dropped to baseline within one week.
- Diverse-peer routing now standard for that customer across all destinations.
"It is one thing to claim five-nines availability. It is another to swap a route by the end of the day and have the data prove the fix."