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From Cumbersome Systems to Cloud Simplicity: How Cenikor Built Reliable Communication with XTIUM

Reliability and responsiveness that keep lifesaving conversations connected.

Industry

Healthcare (Nonprofit Addiction Recovery)

Challenge

Outdated on-premise phone systems across 15 facilities created complexity, cost, and communication risk.

Result

Cloud-based communication unified across all locations through Microsoft Teams integration.

Key Product

XTIUM UCaaS and Call Center Solutions

Value

Centralized reliability, simplified management, and confidence that every call connects.

“2 Minutes”

Average time to onboard a new user.

“1 Bill Instead of 15”

Streamlined billing and vendor management.

“24-Hour Turnaround”

Typical support ticket resolution — often faster.
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A Partner Who Delivers When It Matters Most

“If the hoops are too complicated to jump through, we could lose somebody — and we are talking people’s lives on the line.”

Chris Pallitto, Director of Technology, Cenikor Foundation

Building Hope Through Connection

For more than 50 years, the Cenikor Foundation has provided comprehensive substance use treatment to individuals who cannot afford care. With locations throughout Texas and New Mexico, the nonprofit offers detox, inpatient, and outpatient services to help clients rebuild their lives.

That mission depends on connection. Many first-time callers reach out during moments of crisis, where every second counts. “Most of them don’t have the patience to go through long forms or chat bots,” said Chris Pallitto. “They just want to talk to somebody right away.”

But by 2023, Cenikor’s communication systems couldn’t keep up. Each of the organization’s 15 facilities operated on separate Mitel servers with their own phone provider contracts. Managing them was costly, outdated, and unsustainable.

“Our old system was very cumbersome, very out of date, and on top of that, very expensive,” said Pallitto.

It was clear the foundation needed a modern, centralized communication platform to match its growing network and its mission-critical need for reliability.

Why Cenikor Chose XTIUM

Finding a Cloud Partner That Understands Nonprofits

When Pallitto joined Cenikor, one of his first objectives was replacing the outdated phone network. His team evaluated several vendors, including RingCentral, but only XTIUM — then Evolve IP — met their technical and financial needs.

Integration with Microsoft Teams was non-negotiable. The foundation already relied on Teams for internal communication, so extending that platform to external telephony was the logical next step. XTIUM’s trusted partnership with Microsoft gave Cenikor confidence in its reliability and long-term fit.

For an organization serving people in crisis, that level of partnership mattered. XTIUM not only delivered enterprise-grade capability but also demonstrated a commitment to Cenikor’s mission.

With the decision made, Cenikor set out to bring every facility onto one unified platform.

“Evolve [now XTIUM] made a very good pitch to us as a nonprofit. They gave us a deep discount on licensing and waived all implementation fees. We got the whole project done at no cost.”

 

Chris Pallitto,
Director of Technology, Cenikor Foundation

Rolling Out Change, One Facility at a Time

Cenikor’s migration to XTIUM was strategic and steady. Over 12 months, the IT team transitioned one facility per month, ensuring smooth number porting and minimal disruption. Even when new centers in Dallas–Fort Worth and San Antonio came online mid-project, they were seamlessly integrated.

“The rollout was actually fairly smooth and quiet,” said Pallitto. “Even when we brought new facilities online in the middle of it, XTIUM made it easy to integrate them without disruption.”

Behind the scenes, XTIUM’s project staff handled most of the technical work — from setup and configuration to testing.

From Complexity to Confidence

The implementation process revealed how effortless transformation could be with the right partner.

Today, Cenikor’s entire communication network operates in the cloud. Teams across Texas can connect instantly without worrying about local servers, separate vendors, or outdated hardware.

“What surprised me the most was how turnkey the project staff made it,” Pallitto shared. “I mostly just filled out a form — they built out the rest, and they were very efficient.”

 

Chris Pallitto,
Director of Technology, Cenikor Foundation

THE RESULTS

A Reliable, Future-Ready Foundation

Centralized simplicity: All facilities now run on one unified, cloud-based communication platform integrated with Microsoft Teams.

  • Faster onboarding: New staff can be added in just two minutes, helping the organization scale as it grows.
  • Streamlined operations: Accounts payable now manages a single invoice instead of 15 separate bills.
  • Responsive support: Most service tickets are resolved within 24 hours — often sooner.
  • Mission confidence: With reliable uptime and easy access, Cenikor’s staff can focus on what matters most: helping people in need.
“From the billing side, accounts payable loves it because it’s only one bill to manage rather than 15 now.”

“Support is incredible. If I put in a ticket, it’s usually resolved before I even leave for the day.”

Chris Pallitto
Director of Technology, Cenikor Foundation

“They really seem to care about our mission and helping us… for a company that really needs to be solid.”

Chris Pallitto
Director of Technology, Cenikor Foundation

“Having a new user up and running is two minutes.”

Chris Pallitto
Director of Technology, Cenikor Foundation

“This is literally lives on the line. The more uptime, the more available we are to have those conversations, the more we can change people’s lives.”

Chris Pallitto
Director of Technology, Cenikor Foundation

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