CASE STUDY

Busy Medical Practice Concentrates on Patient Care While CenturyLink Manages Voice Network

Touchstone Health HMO, Inc. provides call center support for Medicare services and needed a voice solution to handle high seasonal call volume without dedicating unnecessary resources. CenturyLink experts designed a custom voice solution to reduce infrastructure costs and improve operations.

Spikes in Seasonal Call Volume Handled without Wasted Resources

Challenge
Touchstone Health HMO, Inc. provides customer service support for Medicare from call centers located throughout the U.S. Their peak call volume during yearly general enrollment period required seven T-1 lines that were only fully utilized for three months out of the year. They needed a solution that handled peak call volume without requiring them to pay for these T-1 lines the rest of the year.

Solution
CenturyLink came up with a comprehensive plan to solve their problem, not just a list of services. It revolved around the EZ Route interactive voice response (IVR) application that routes calls to the appropriate call center. Supported by two CenturyLink T-1s, dedicated to voice and data applications respectively, each office location can now handle peak call volume without spending on unused infrastructure.

Benefit

  • Improved Business Operations
  • Reduced Voice Infrastructure Costs
  • Fully-Redundant, Geographically-Dispersed Network
  • Increased Communications Reliability
  • 24/7 Dedicated Support

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