Customer Success Story: WakeMed Health & Hospitals
WakeMed Health & Hospitals, the leading provider of health services in Wake County, North Carolina. Their voice engineers and management team needed a solution to enhance visibility and maintain high-quality customer service.
- Location: United States
- Industry: Healthcare
- Product: Variphy Reporting and Analytics for Cisco CUCM, Variphy Reporting and Analytics for Cisco CUBE
- Devices: 16,000 Phones
The Challenge
WakeMed required a solution that could provide detailed insights into call handling and service quality, given their large volume of patient calls and numerous agents. They needed a tool that could deliver accurate and actionable data to ensure timely handling of calls and effective management decisions. The existing process was complex and cumbersome, making it difficult to present clear information to management.
The Solution
Variphy was selected for its comprehensive reporting and analytics capabilities for Cisco CUCM and CUBE. The straightforward deployment process, supported by Variphy’s responsive systems engineers, allowed WakeMed to quickly implement and configure the solution. Variphy’s customizable reporting features and intuitive search capabilities provided the management team with reliable and actionable insights.
“Variphy has made it easy for our engineering team to present management the information and data they need to make informed decisions. Before Variphy, this process was very complex and cumbersome.”
The Impact
With the use of Variphy’s solutions, WakeMed has streamlined their reporting, allowing accurate visibility for the management team. The search feature enhances efficiency by simplifying data retrieval, while Variphy’s responsive support ensures ongoing guidance and assistance. Variphy’s user-friendly interface and powerful analytics tools enables WakeMed to stay on top of call data and make informed decisions.
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