Organization Profile: Large Radiology Group

Industry: Healthcare

Solution:

• Core infrastructure upgrade
• IP telephony implementation
• Innovative IP-based voice technologies

Results:

• State-of-the-art platform for future growth
• Needed features deployed within the converged network

The organization had a legacy PBX unable to keep pace with the needs of its growing call center. They didn't want to put any more money into the outdated system and needed new features that the old system simply wasn't capable of. The group asked Global Data Systems to assist in a migration to an IP telephony system in conjunction with the relocation with its primary call center.

First, however, GDS analyzed the Client’s network infrastructure and recommended upgrades to the core to ensure it could handle the added voice traffic. GDS then began a phased implementation beginning at the company's new primary call center followed by several other sites.

The IP telephony solution consists of Cisco IPCC equipment, delivering intelligent call routing and treatment, as well as integrating inbound and outbound voice applications with Internet applications. The system monitors resource availability, and delivers each contact to the most appropriate resource anywhere in the enterprise.

GDS' expertise in IP-based call center solutions was instrumental to the success of the project. In addition, GDS was able to fulfill the Client’s requirements for call recording and overhead paging with IP-based solutions running on the converged network.