‘Phenomenal’ support and analytics solutions help hospital stay on top of CUCM data

Midland Health is a leading healthcare facility in Texas that uses Cisco Unified Communications Manager (CUCM) and Unified Contact Center Express (UCCX). With over 3,000 employees and growing, network analyst Evan Ruiz searched for an analytics and reporting solution to accommodate Midland Health’s evolving needs.

Location: United States
Industry: Healthcare
Product: Reporting and Analytics for Cisco CUCM
Device/User Count: 2,000

The Search for an All-in-one Solution

Midland Health was using another solution to handle call data for its 2,000 devices. However, their organization needed better insights into their calling environment than their old solution provided. Their old solution was not sized correctly, and the support proved to be slow and difficult. They tried upgrading to that solution’s cloud offering, but the migration from a Windows 2008 server to cloud took nine months to accomplish. Even then, Midland Health still lacked the support to provide true visibility and performance reports of their calling environment.

They looked for a solution that would meet all their needs. “We heard about Variphy through Google searches and asking fellow voice engineers for advice on a good CDR solution,” Ruiz said. “Multiple network engineer friends recommended Variphy right off the bat.”

“With Variphy, we improved the ability to deliver on visibility requests from various departments after we migrated from our old VoIP solution.”
– Evan Ruiz, Network Analyst at Midland Health

A ‘Seamless’ Proof of Concept and Deployment

Midland Health booked a demo with Variphy and got a free trial. Their proof of concept was soon up and running, pulling data within an hour of meeting with Variphy’s team. “Even at proof of concept, Variphy’s attentiveness to our questions and level of support were far superior to its competitors,” Ruiz said.

Aside from call analytics, Midland Health leveraged other features like dashboards, dial plan management, and change management.

Their team utilizes Variphy’s customizable dashboards, with which they “were able to replace two previous solutions.” Having visibility into data like highest concurrent calls in a SIP trunk helps their team stay on top of their environment.

When they had previously expanded their telephony network, they depended on a static spreadsheet to record their available dial numbers. With Variphy DN and DID Management for Cisco, they were thrilled that they can now get information on their dial numbers and direct inward dial with a click of a button. This feature helps them accommodate expansion requests quickly without having to rely on antiquated spreadsheets that may not have been updated.

They also take advantage of Variphy Change Management for Cisco, which allows them to view changes in their environment when issues arise. This feature helps them in the regular audit of their voice infrastructure.

Solutions and Support That Meet Their Needs

With the help of Variphy’s systems engineers and customer success teams, Ruiz presented the solution to Midland Health’s stakeholder managers, who found the reporting capabilities invaluable.

“One of the biggest, most helpful reports gives us insight on current fax utilization,” Ruiz said. “Our administration needs to know the usage to help size an e-fax solution and provide a more secure solution to exchange critical patient information.”

After a great experience during the free trial, Midland Health became a customer and found that deployment was just as seamless as the proof of concept. Variphy’s team upgraded Midland Health to the latest supported version and made recommendations to improve their virtual machine hardware.

“Variphy’s support is phenomenal,” Ruiz said. They can connect with support in different ways — via chat, email, and portal — and get a reply within the next business day, which is “very impressive compared to previous experiences with other competitive solutions.”

Midland Health is currently running Variphy as their CDR solution and feel that they made a great decision in using Variphy’s solutions for their environment. “Variphy gave us multiple solutions right out of the box,” Ruiz said. “Above all, the company is just as invested in you as a customer as you are invested in them. A true two-way-street relationship.”