Enterprise Voice Orchestration for Global Manufacturing
How Fortive consolidated 12 carriers, integrated Microsoft Teams, contact centres and legacy systems, and gained full visibility across a complex global voice estate with Callroute.
From Fragmented Global Carriers and Disconnected Systems to Unified Voice Control
Fortive is a diversified industrial technology manufacturing company that specializes in professional instrumentation, transportation technologies, sensing technologies, and software services. They design, develop, and manufacture products for industries including healthcare, manufacturing, and energy.
Key challenges:
12 carriers fragmented across different voice estates
Challenges with integrating legacy voice alongside Teams
Complex routing across multiple platforms and endpoints
No centralised reporting or visibility across voice estate
The results:
Consolidated 12 carriers into a single voice platform
Unified Teams with legacy telephony into one environment
Simplified routing across all users and endpoints
Full visibility with real-time reporting and analytics
What The Customer Said
Finding Callroute is possibly the best thing that’s happened for our telco platform.
They’ve provided us with administrative and reporting capabilities that nobody else would. They’ve remained extremely flexible, allowing for outside the box thinking and customizations delivered faster than anyone would expect. We intend to stick with Callroute for the long haul.
Russ
Telephony Architect in US
Fortive
The Issues They Were Facing
Fragmented Global Carrier Estate
Fortive relied on 12 global carriers, each with separate infrastructure, contracts, and routing. This made standardisation and centralised management difficult.
Disconnected Systems and Legacy Infrastructure
Their legacy SIP devices, Microsoft Teams, Five9 contact centre, fax, and IVR systems operated in silos, limiting integration and increasing complexity.
Complex Routing At Scale
5,000 Microsoft Teams users fragmented across 12 different SIP carriers (driven by geography) made routing difficult to manage. No centralised control meant changes were complex, lengthy, and hard to scale.
Lack of Centralised Visibility and Reporting
With data fragmented across carriers and platforms, Fortive lacked a single source of truth for call activity. This limited their ability to monitor performance, identify issues quickly, and make informed decisions.
How Callroute Solved The Issues
To address the complexity of Fortive’s global telephony environment, Callroute implemented a centralised voice platform that unified carriers, systems, and routing into a single, manageable solution.
Unified Multi-Carrier Management (BYOC)
Callroute enabled Fortive to connect all 12 global carriers into one platform using the Bring Your Own Carrier feature, eliminating fragmentation while retaining existing provider relationships.
Integration With Microsoft Teams and Legacy Systems
Callroute integrated Microsoft Teams with legacy SIP infrastructure, Five9 contact centre, IVR solutions, fax systems, and physical endpoints, creating a fully connected, hybrid telephony environment.
Centralised Routing and Control
All call routing was consolidated into a single platform, allowing Fortive to manage complex routing logic across Microsoft Teams users, carriers, and fragmented voice environments with greater consistency and control.
Real-Time Visibility and Reporting
Callroute provided a single source of truth for all voice activity, delivering real-time analytics, end-to-end call tracing, and centralised reporting across the entire estate.
The Results
One Unified Global Platform
Fortive now manages its entire global telephony environment through a single, centralised platform. This means a single interface for all telephony management, eliminated the need for multiple admin tools and systems, with improved governance across global operations.
All Carriers Connected In One Platform
All 12 global carriers were successfully unified without requiring migration, allowing Fortive to retain existing relationships while standardising routing and improving resilience.
Scalable Enterprise Management
Callroute enabled efficient management of a high-volume phone system environment, supporting over 5,000 Microsoft Teams users and a contact centre, handing call volumes in excess of 1 million per month across different regions, while simplifying provisioning and ongoing operational changes.
Full Visibility and Reporting
Fortive gained complete insight into its voice estate, improving performance and decision-making. The can now see real-time analytics across all voice traffic, generating faster troubleshooting and issue resolution and data-driven optimisation of call performance.
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