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Case Study for Boys and Girls Home and Family Services, Inc.

Customer Profile

Boys and Girls Home and Family Services, Inc. is a non-profit, human service agency that has cared for children and families for over a century. They offer a comprehensive, interrelated continuum of services including inpatient and outpatient care, education, childcare and outreach programs. These services provide support to individuals of all ages, from the very young to the very old, and focus on strengthening families by meeting the unique needs of each individual member.

Business Needs

Boys and Girls Home and Family Services, Inc. had grown and changed dramatically during the past years and found themselves with call centers and satellite offices spread throughout eight Midwestern locations and one in Alaska. The offices had separate communications systems from a variety of vendors making the management and maintenance of these separate systems costly and time consuming.

“The Boys & Girls Home were trying to come up with a solution to tie fifteen new sites and several existing sites together without putting a telephone system in every location. So we turned to Quality Telecommunications for help.” Cliff Greenleaf


To address these challenges Cliff Greenleaf and the IT team knew they needed a reliable integrated communications solution that would grow easily with the business and would produce benefits such as reduced costs, streamlined operations and enhanced member services.

Quality Telecommunications and Avaya were able to offer an overall comprehensive solution with a true hybrid system. The Avaya IP office was configured to support multiple T1’s along with IP, digital, and analog devices for seamless communications. The customer’s multiple sites were tied together and maintained at their central location.

Quality Telecommunications provided the overall project design and delivered the new communication solution, on budget and within an aggressive timeframe.

“The solution that the Quality Telecommunications team provided us has worked out great. With the IP Office it allows us to set up our new locations with just an internet connection at each site… not the five or six telephone lines like we used to do.” Cliff Greenleaf


The Boys and Girls Home and Family Services staff use the Avaya contact center data to provide reports which give insight into the call flow to their numerous sites.  This allows them to better manage their lines for increased cost savings.

Calls are efficiently handled and distributed for increased responsiveness and are directed to the most qualified and available agents.

Due to the streamlined consolidated communications infrastructure, overall management has been simplified, leading to significant productivity gain for the IT team.  

With the ongoing expansion of The Boys and Girls Home and Family Services costs will be reduced significantly by having the Avaya IP technology in place and avoiding the expense of adding an entire phone system for each new location.

“Thanks to Quality’s solution the Boys and Girls Home can manage the telephone system from one central location. It has also cut down on long distance charges.” Cliff Greenleaf

Products and Services Boys and Girls Home and Family Services, Inc. Used:

  • Avaya IP Office 500 with Digital, IP, and Analog phones
  • Centralized Voicemail Pro Server
  • Avaya Call Center Reporter
  • Multitech Fax Solution