Helping PhoneBurner Become an Industry Leader With An Upgraded Voice Network

A solid network is essential for PhoneBurner to deliver on their core mission: to drive high-quality conversations.

“The thing we do best is accelerating live engagements,” says Kevin Reeves, chief technology officer (CTO) at PhoneBurner. “Voice, and voice quality, is crucial to us.”

PhoneBurner empowers sales teams by automating workflows, reporting key insights and integrating with existing tools. To keep focused on their mission, Reeves and the PhoneBurner team have to know what they do best—as well as their limitations. The company relies on their carrier’s voice network to deliver these features.

“At PhoneBurner, we’re experts in delivering software. We’re not a telephony carrier.”

PhoneBurner’s customers and the people they call need to hear one another perfectly. Unfortunately, PhoneBurner’s previous voice network didn’t deliver the top-notch experience they wanted. For a sales software company that aims for the best answer rates in the business, this was unacceptable.

While they delivered industry-standard service, it wasn’t enough. They wanted to become industry leaders.

“We needed to deliver better,” Reeves says.

The Right Solutions To Fit PhoneBurner’s Business

PhoneBurner searched for a new solution, and their reasons for choosing Lumen were simple: “They’re a Tier 1 carrier. They provide a world-class network so we can deliver the highest-quality voice and the highest answer rates in the industry,” Reeves explained.

What surprised him most was the Lumen commitment to the partnership from the start. “They want to align with you, understand your business and make sure you are achieving the success you deserve,” he says.

Having understood PhoneBurner’s goals, Lumen laid out a plan to upgrade their voice network, including:

• Lumen® Hosted VoIP
• Lumen® Voice Complete®
• 600 Global Concurrent Call Paths (CCPs), growing to 2,500 CCPs in the future

“We wanted to take what we do and lean into the Lumen core business proposition. The Voice Complete® solution met that need perfectly,” Reeves says.

Lumen Delivers Winning Call Quality

“Working with Lumen has taken the burden off me and my sales team because call quality is as good as it’s ever been,” Reeves says.

PhoneBurner’s answer rates improved by 10–30% on the Lumen network. They previously saw red and yellow performance metrics, but now that they have Lumen, “we’re green and bold and beautiful.”

The company tracks media quality at the networking level, but the mean opinion score (MOS) reflects the customer’s perception of voice quality. Scores range from 1 (the lowest) to 5 (the highest), and customers now grade 98% of PhoneBurner’s calls at 4.43.

Another sign of customer happiness: PhoneBurner’s NPS has risen to 75. Reeves calls that score “remarkable” for the SaaS market.

The call quality is winning PhoneBurner new customers and winning back customers who had churned. When Reeves talks to customers now, the tone of the conversation is much more positive.

The ever-changing telecom industry can make life difficult for a SaaS company. Having a partner who can eliminate quality concerns was a big win for PhoneBurner. “Partnering with Lumen was the right choice for us because we sought to work with the best in class,” Reeves says.

He encourages other businesses to consider that partnership when evaluating Lumen: “You will have a partner that can pair with you. They’ve got a robust product offering and will find the solution that’s right for your business.”

Learn more about how Lumen networking, voice and collaboration tools help businesses achieve their goals. Explore our customer success stories.

Current Lumen customer compensated for their endorsement.

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