THE CHALLENGE A roomful of smoke was an urgent wakeup call for staff at St. Dominic Hospital. When a nearby construction project made the PBX office unusable, cutting off all access to the communication system, they knew it was time for a change. The contact center is the hub of an organization that includes a large hospital campus as well an extensive network of primary care clinics throughout the region. High standards for customer service and patient care meant staff was continually looking for ways to innovate. The contact center emergency was just such an opportunity. “We were using a system that was ‘landlocked’ into one area, ” said Kevin Necaise, manager of PBX and guest services. “With all the smoke, we couldn’t get to our workstations, and we didn’t have a way to perform

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