THE CHALLENGE A hospital’s tiniest patients have unique needs, especially when it comes to communication. How do you make sure that families stay informed minute-by-minute when their baby is in the neonatal intensive care unit (NICU)? The key is an efficient communications infrastructure, anchored by a smoothly functioning contact center. As the heart of a major medical system, Banner Health’s centralized contact center is a busy place. It currently handles 4.2 million calls a year. It also manages emergency notifications 24 hours a day, including code blue, code pink, and code triage. In 2014, staff members began looking for ways to improve communication efficiency. Across various areas of the hospitals there were inconsistent procedures, rising costs, and a cumbersome code alert

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