A Midwest regional healthcare provider administers Medicare programs in 14 states, serving more than 125,000 healthcare providers and over 5.4 million program beneficiaries. They have two main call centers located in two different states. On average, the call centers collectively handle more than one million calls per year, and this number continues to rise each year. With this increasing call volume, the healthcare provider recognized that a future upgrade to their call center infrastructure was imminent.Another factor that the healthcare provider has to consider is the Health Insurance Portability and Accountability Act (HIPAA) which mandates privacy procedures regarding detailed caller information.

Join for free to read