KINEX Medical's 10-year-old Mitel/ShoreTel PBX couldn't support the contact center functionality their growing customer service operation needed — leaving remote agents routing calls through personal cell phones and IT spending hours on manual system maintenance.
CTPros deployed short-term Mitel workarounds while planning a full migration to RingCentral Contact Center — implementing skills-based routing, omnichannel capabilities, and a HITRUST-certified cloud platform that supports KINEX's fully remote workforce.
KINEX Medical is an orthopedic specialty medical equipment company that manufactures innovative post-operative tele-rehabilitation products. Working alongside physicians, insurance providers, and healthcare systems, KINEX's team delivers premium customer support and care — including educational offerings and fitting and delivery services for injured and rehabilitating patients. With 400 employees across headquarters in Waukesha, Wisconsin and customer service branches in Tennessee, reliable and secure communications are central to how KINEX serves its patients and partners.
Paul Jebe, KINEX's IT Director, had been managing a Mitel/ShoreTel PBX system that was nearly a decade old when the company began expanding operations and opening new branches. As the customer service team grew and call volumes increased, the need for real contact center functionality became clear — skills-based routing, call queue management across multiple states, and the ability to support remote agents securely.
The legacy Mitel system couldn't deliver any of it cleanly. Remote employees were routing calls through their personal cell phones because the Mitel solution didn't work reliably through the company VPN. Adding contact center capabilities to the on-premise system would have been too complicated and expensive. And Jebe's then-current support partner wasn't providing the guidance he needed to find a path forward.
He searched online, found CTPros — who had an office near KINEX's Waukesha headquarters — and reached out. The first conversation made the difference clear.
"I knew CTPros was the right support partner for KINEX from our first phone call — they were very knowledgeable and helpful."
Paul Jebe, IT Director, KINEX Medical
CTPros began by deploying short-term workarounds to KINEX's Mitel system — improving call queue efficiency while both parties evaluated the longer-term path. It became clear quickly that the legacy PBX couldn't meet KINEX's future needs without prohibitive complexity and cost. Conversations shifted to a full migration to RingCentral Contact Center.
After a demo and evaluation, RingCentral was selected for its ability to improve customer engagement, simplify administration, and support KINEX's distributed workforce without VPN dependencies. The planning phase took approximately eight months — mapping requirements, configuring skills-based routing, building out the omnichannel setup, and ensuring security standards were met for a healthcare environment. When the migration day came, deployment and training took a few days.
CTPros configured RingCentral's skills-based advanced call routing so customers reached the most appropriate agent directly, eliminating the misrouted calls and queue chaos of the Mitel environment. KINEX also implemented RingCentral's webchat functionality — removing the need for a separate third-party chat tool and consolidating all customer interactions into one platform. All communications are secured and monitored for quality assurance.
The outcomes went well beyond what KINEX initially set out to achieve. The immediate wins were operational — skills-based routing eliminated the multi-state call queue problems, remote agents could work securely from any device without VPN configuration, and the IT team stopped spending hours on manual on-premise system maintenance. RingCentral updates and new features roll out automatically.
Unexpected benefits surfaced quickly as well. Each user can now customize their own screen layouts, call routing, and voicemail settings — removing the bottleneck of routing every personal preference change through IT. Call quality improved to RingCentral's 99.999% uptime standard, which stood in stark contrast to the legacy PBX reliability KINEX had been tolerating.
The remote work experience was so positive that KINEX has no plans to bring employees back to the office. The cloud platform that was intended to support a growing distributed team ended up defining how KINEX operates going forward.
"CTPros is a real partner. They not only provided consultation from the start, but they made sure everything was running on schedule and deadlines were met. It took approximately 8 months to plan and get ready for the migration, and it only took a few days to implement, deploy and train our employees. I could not have asked for a better partner to deliver such a smooth experience!"
Paul Jebe, IT Director, KINEX Medical
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