Unified Comms

IP Communications Support Excellence in Customer Relations and Clinical Services

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Executive Summary

Seattle, Washington - Group Health Cooperative and its subsidiary health carriers serve more than 600,000 residents of Washington State and Idaho. The challenge was to leverage the enterprise-wide IP communications architecture toward improvements in call handling, contact center efficiency, and other high-touch customer relations functions. As a long-time user of Avaya technologies, Group Health Cooperative has established an extensive IP voice communications infrastructure that serves over 17,000 stations across 45 clinical and administrative sites. The organization utilizes IP trunks over Qwest Metropolitan Ethernet to connect its sites.

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