Within a matter of days, working from home went from a luxury to a requirement for many Americans as COVID-19 became a daily reality. Many organizations struggled to cope with the pace of the changes, but healthcare faced a particularly difficult additional challenge: how could they handle the increased demand on their services with decreased on-site capacity?
The county healthcare system with the highest number of COVID-19 cases in Texas, located in one of the largest medical cities in the world, needed a solution that would allow calls to all main phone lines to route to newly-remote agents—and they needed it as fast as possible.
With three major hospitals and over 50 clinics to support, the customer only had a few days to implement a solution that could allow over 100 agents from home for the first time.
The county healthcare system has a very robust, packaged contact center on premise that needed to move to the cloud as fast as possible.
There was no room for error in their ability to answer the significant surge in calls headed their way; a solution had to be in place and agents had to be trained rapidly before the system could go live.
As longtime clients of GDT and Cisco in other areas of their business, they knew just who to turn to for help. We designed and implemented a solution within six business days: on March 13th, the customer first reached out to GDT, and by March 23rd, over 100 agents were using Webex Contact Center to handle calls remotely. We built a cloud environment within three days that allowed calls to come in on-prem and then redirect out to agents as needed. Working together, Cisco and GDT provided agent and supervisor training and empowered the customer’s IT staff to take over the ability to add agents.
Within a matter of days, the county healthcare system was able to move their contact center from on-premise to the cloud, train all agents, and handle calls remotely for the first time – before a shelter in place order was even issued for their county. This allowed the agents to continue to perform critical duties when the community needed it the most. In less than one month, this system has been used to take nearly 5000 calls. The contact center was also built to hold a significantly higher number of agents, as it could extend to include a COVID-19 call center.
ABOUT GDT COLLABORATION SOLUTIONS
GDT’s Collaboration Solutions experts deliver customers turnkey, quality collaborative experiences that blends unified communications, cutting-edge video capabilities and state-of-the-art conferencing services. GDT’s Collaboration Solutions’ architects and engineers help keep customers geographically dispersed workforces operating efficiently with strategies and deployments that bridge distance and ensure face-to-face communications are always at the ready.
As a Cisco Master Unified Communications partner, GDT aligns itself with the thought leaders in IT collaborations solutions. GDT’s experts can design a solution that reduces infrastructure costs and allows for customization to fit the needs of clients. GDT’s professionals understand that a collaboration solution is only as good as the user experience, which is why they help customers maximize adoption, while ensuring the solution remains where it should be—in the background.