Henry Ford College is a public community college serving students in Dearborn, Michigan. It provides associate degrees, certificate programs and workforce training across a wide range of disciplines. The college relies on its call center to support students, faculty and staff, and its IT team manages the phone environment that connects the campus to its CCaaS (Contact Center as a Service) providers.

Henry Ford College's communication expenses had grown out of step with the value the college was actually receiving. Its call center supports students, faculty and staff, but substantial charges from the college's CCaaS (Contact Center as a Service) providers were inflating overall communications spend. An outdated phone environment also made management complex and inefficient.

A second problem had gone unnoticed. Because of the incumbent carrier's long-distance rate centers, the carrier was effectively billing the college twice for the same traffic. With no clear line of sight into billing, the college was paying for more than the call center service it used and had no easy way to identify or isolate the excess charges.

Leadership wanted predictable monthly costs and greater visibility into telecom spending. The college needed a modern voice solution that would not disrupt daily campus operations, and any migration had to be seamless, with reliable service and responsive support for faculty and staff.

The college brought in Metro Wireless to get to the bottom of the problem. After a close review of the call center architecture and carrier billing, Metro Wireless identified two compounding problems and went at both at once, using Volli Business, its SIP solution.

First, Metro Wireless collaborated directly with Henry Ford College's CCaaS providers to integrate their trunks with the Volli Business SIP service. That integration eliminated the additional phone charges those providers had been generating.

Second, Metro Wireless identified exactly where the incumbent carrier's long-distance rate centers were causing double charging and corrected it, cutting out a significant source of unnecessary expense in one move.

Together, the two fixes meant the college was finally billed solely for the call center service it used, with nothing extra layered on top. The relationship has continued well beyond the initial fix: the college's IT team has dealt with Metro Wireless's technical staff extensively and reports the same level of responsiveness today as on day one.

• Substantial cost savings: integrating trunks and correcting the double-charging issue drove a significant reduction in the phone bill
• The college is now billed only for the call center service it actually uses, with no phantom charges
• CCaaS provider trunks integrated with Metro Wireless SIP, eliminating the extra phone charges those providers generated
• Incumbent carrier's long-distance rate center double billing identified and corrected
• IT team reports the same high level of technical responsiveness today as on day one
• A long-term, trusted partnership rather than a one-time fix, as the college's IT Director noted