Chesapeake Telephone Answers the Call for IP Voice from Healthcare Industry Leader, Hooper Holmes
Chesapeake Telephone has implemented a national IP Voice network for Hooper Holmes' Portamedic division. New voice applications and unified network enable the risk assessment service provider to better meet the needs of the health insurance industr
Online, January 6, 2011 (Newswire.com) - Chesapeake Telephone Systems has implemented a nationwide IP Voice network solution for Hooper Holmes' Portamedic division. New voice applications and a unified network have enabled the health risk assessment service provider to continue meeting the demanding needs of the health insurance industry.
With a central data center and call center, plus a mix of phones and systems in service offices across the country, Hooper Holmes recognized that it could improve operations by unifying its locations with IP Voice and implementing a more powerful ACD to accommodate its growing call center.
On a recommendation from its Baltimore office, Hooper Holmes in Allentown, PA invited Chesapeake in to discuss IP Voice. The firm appreciated Chesapeake's technical knowledge and diverse client base, but what impressed Hooper Holmes most was Chesapeake's nationwide reach and its ability to project manage a multi-vendor solution. Chesapeake also offered implementation on a "pay as you go" basis as each site was turned up for service.
Chesapeake designed a Toshiba-based voice network that included the ability to use a mix of digital and IP phones to meet differing site requirements âˆ' without having Hooper Holmes invest in a whole new voice platform at each office. Nearly 100 locations were upgraded within an 18-month timeframe.
With a new Toshiba Strata ACD, Hooper is now able to employ skills-based routing, balance call counts, and use priority queuing to improve phone interactions and agent productivity. SIP Trunks are replacing costly analog lines and giving remote locations the ability to carry voice and data over the same connection.
"Chesapeake's experienced team was the answer to our very complex logistical and technical challenges," said Joel Koch, Assistant V.P. and CIO of Hooper Holmes.
With Chesapeake as its proven technology partner, Hooper Holmes is well equipped for its next challenge in the dynamic healthcare marketplace.
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Tags: agent productivity, call balancing, Chesapeake Telephone, Health Insurance, Healthcare, Hooper Holmes, IP Voice, Portamedic, priority queuing, SiP, sip trunks, skills-based routing, Strata ACD, Toshiba, unified network, voice platform, voip
