Telecom consulting firm,
“Through the entire process ATC worked closely with our team to make sure this project was successful,” said Dr.
The underlying intent of the project was to uncover an innovative solution to improve ease of access for patients while reducing costs. With this in mind, ATC went about identifying and implementing a corporate telecom solution that met the current and future needs of a growing healthcare organization in a constantly changing medical landscape.
ATC conducted a complete assessment to launch the project, where it visited every site and reviewed every telecom contract. Lines, cabling, demarcation points, handsets, local service, long distance service, data/internet service – everything was evaluated and recommendations were made on a site-by-site basis. Initially, ATC and SEP worked to consolidate all telecom contracts and put together a coterminous Master Services Agreement (MSA) that synchronized rates and provided economies of scale.
After a methodical review of potential VoIP phone providers, which included demos and site visits, West IP was the VoIP provider selected for their cloud-based, hosted communications services. The fully hosted and managed, unified VoIP system is a
West IP’s cloud-based communication services have allowed SEP to transform and shape their use of communications technology with a suite of on–demand services including full PBX functionality, advanced call management tools and leading edge communications features. SEP’s PBX is different because it is cloud-based and hosted off-site by the VoIP provider – West IP. The West IP network operations center has complete visibility of all of SEP’s phone components and can modify, repair and change all phone system components remotely. Currently, 90% of all callers get a first call resolution.
Like most industries but particularly in healthcare, system reliability is critical. SEP’s business continuity plan relies on a disaster recovery strategy that leverages multiple servers in multiple states to guarantee geographic redundancy. Each office has a disaster recovery mode that redirects calls to another office. The receiving office is notified in advance. If the second office goes down, an answering service is deployed with access to doctors on call.
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