Forward Air modernized its contact center infrastructure with Webex Contact Center and Webex Calling, replacing fragmented legacy systems across more than 90 locations. Despite challenges including a ransomware attack, the COVID-19 pandemic, and delayed deployments, the team successfully completed a large-scale migration that standardized communications, improved call reliability, and enabled real-time performance reporting.

The project now delivers approximately $40,000 in monthly licensing savings while providing a scalable foundation for future digital engagement initiatives.