Project Brief

Small Healthcare Company

35 Agents

Original Systems

  • Mitel (Shoretel) - On-premises
  • TSYS - current payment processor
  • 140 clients - each has an 800 to DID to a hunt group
  • RCM System - Athena / Imagine
  • Email is a separate Microsoft 365 solution

Business Challenges

  • With 52 Clients, 2200 Health Care providers, reporting and managing was very limited due to the complexity caused by the number of client numbers and health care providers
  • Ticket system needed and costly to change IVR system which also takes 3-4 weeks
  • No PCI & HIPPA compliance
  • No WFM solution for forecasting and scheduling
  • Simple Call Flow- 2 choice IVR

Current Systems

  • Genesys Cloud CX
  • Telecom Services by Star Telecom
  • 5 Option IVR to route calls
  • Self Service IVR
  • In IVR Payment Processing
  • Priority Routing for specialty clients
  • Queue Call-Back feature to off-set higher than expected
  • WFM solution for forecasting and scheduling


  • Single source for all phone numbers routing into a platform with powerful reporting capabilities with data in one location
  • PCI & HIPPA compliant
  • Agent forecasting and scheduling for better efficiencies
    and CX
  • Cloud solution to support at-home workforce and
    expansion of business
  • Technology future-proofing the business (more complex
    IVRs, self-serve options, biometrics, bots)
  • Changeable IVR options on the fly

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