When your community relies on responsive government services, visibility into communications is critical. For the City of Pearland, Texas, ensuring effective communication across departments like police, courts, utilities, and public works is essential. Leading this effort is Kelin Webb, IT infrastructure architect, who supports a wide range of applications, including the city’s phone system.
Location: United States
Industry: Government
Product: Variphy Reporting and Analytics for Webex Contact Center
With roughly 45 agents spread across nine queues, the city needed more than raw call logs to keep things running smoothly. "We could see history on our Cisco CUBEs and voice gateways, but it was hard for anyone to understand or read in plain English," Kelin explained. That lack of visibility made it difficult for teams to manage call flows or identify areas for improvement.
Variphy entered the picture thanks to a trusted recommendation from a vendor partner. Kelin recalls, "My boss passed the name along, and I thought, 'All right, this looks great — easy and simple to set up.' I can't remember having any problems setting it up, which means it must have been quick and painless."
That quick start was all the team needed. "At Pearland, when we see something we like, we get it and go," he said. "We didn’t even evaluate other options. The UI looked clean and intuitive, so we just went for it."
In parallel, Kelin led a full migration from Cisco's on-prem Unified Communications Manager (UCCX, Finesse, CUCM, Unity, Expressway) to Webex Contact Center. The transition, which took just over a year including planning, marked a major modernization milestone.
As an early adopter of Variphy's Webex Contact Center integration, Kelin praised the smooth deployment process: "It was quick, clean, and easy. You have a great support team — being able to jump on a Webex session and get things done in minutes is amazing. I wish more companies had staff like yours."
The real value came once the dashboards went live. Mounted TV screens across departments instantly began providing real-time visibility into call queues and agent status.
"Our staff gained visibility into when agents were taking too much time between calls, and they could correct it right away. Agents could also hear the alert sound and jump in to help immediately," said Kelin. "On day one, they said, 'Whoa, this is live?' They were immediately engaged."
This visibility has had a direct impact on service responsiveness and team accountability, particularly for high-volume departments like utilities and public works.
From setup to daily use, Kelin has found Variphy to be a reliable and frustration-free solution. "We haven’t had a reason to look elsewhere. Every request I’ve had has been handled, and your team is open to ideas. It’s great to have a vendor like Variphy to push forward with new, interesting ideas."
Kelin's message to other organizations evaluating reporting tools is clear: "You’ve got to give it a try. Jump in on the trial — you’ll like what you see and how easy it is to plug in and go. I’ve worked with other systems, and they can be frustrating to use. With Variphy, I get the information I need without hassle, and that helps me move on with my day."
With Variphy in place, Kelin’s team is equipped with the visibility and agility they need to support Parland’s departments every day. Whether it’s monitoring queue activity or supporting a city-wide UC migration, Variphy continues to deliver powerful and reliable results.
Explore how Variphy can bring clarity to your UC environment. Schedule a demo today.
Updated on
November 20, 2025
Published on
November 20, 2025
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