University Of Kentucky Implements CosmoCom Platform At Multiple Call Centers

One of the largest medical centers in the mid-South is building a new state-of-the-art contact center system on the CosmoCall Universe contact center platform from CosmoCom, the global leader in Call Center Consolidation 2.0.

CosmoCall Universe supports multiple call centers and health care applications on a single platform, enabling UK HealthCare to improve customer service across dozens of different organizational units by providing a standard patient/clinic interface, improved measurement to ensure calls are handled in a timely fashion, and rules-based routing to make sure patient calls get through to the right professional as quickly as possible.

"The UK HealthCare enterprise has had multiple different telephone systems and wants to significantly improve patient service," said Courtney Higdon, chief of staff to the executive vice president for health affairs. "We realized early on that we needed the intelligent routing capabilities of a call center to manage our calls. We looked at what other hospitals and medical centers were doing; we talked with the Gartner Group and with other call centers. We selected CosmoCom because it's an enterprise-scale platform that can handle many different departments. Their clients are satisfied with the product's performance and CosmoCom's support. Over the next year, we'll replace all the phones in all of our clinics with one system."

When the CosmoCom system is fully implemented, patients will have a similar telephone experience no matter which clinic they call. The system will also help ensure that high priority calls such as physician referrals and inquiries are immediately routed to the right staff physician.

Two complete call centers are already in operation. The first includes UK HealthCare's Physician to Physician Referral Service, the After Hours Pediatric Triage service for Kentucky Children's Hospital, and UK Health Connection Line, a service that facilitates consumers' requests for UK HealthCare. The second is the Medical Center's own IT help desk, routing user inquiries to the appropriate IT support resource. The CosmoCom platform is ready to roll out to other contact centers, both within UK HealthCare and across the entire university.

The UK HealthCare medical call center optimally routes callers with issues ranging from routine inquiries to emergencies requiring helicopter airlifts. "Organizing our operations around one intelligent communications platform is the best way to get every call to a professional who can address a patient's issues with the care they need, when they need it," said Wanda Adkins, RN, manager of medical call center services. "We see the intelligence and flexibility of the CosmoCall Universe system as an important element of our quality of care and of our patient experience," added Adkins.

"Another benefit of the CosmoCall Universe platform is that our call center agents can work anywhere," Adkins explained. "This is a benefit for the agents, and it also creates a very resilient operation. We are setting up all agents with Wi-Fi equipped laptops, and now they can work anywhere that Wi-Fi is available, which includes the entire campus. With a distributed agent population, a problem in one building would have little or no effect on the continuity of the call center operation."

UK HealthCare is only the beginning of the CosmoCom implementation at the University of Kentucky. Doyle Friskney, Associate VP of Technology and CTO, says that UK will eventually deploy CosmoCall Universe throughout the university, not just in UK HealthCare. CosmoCall Universe will evolve to other university contact areas, such as: admissions and records, human resources and athletics.

"By hosting multiple contact centers on its CosmoCall Universe platform, the University of Kentucky exemplifies the Call Center Consolidation 2.0 strategy that we emphasize," says Ari Sonesh, chairman and CEO of CosmoCom. "Our customers achieve significant savings by operating and maintaining one platform whose costs are shared by the call centers that use it. Because of the efficiency and flexibility it offers, Consolidation 2.0 is becoming a major trend, especially in large enterprises and other entities that have many call center applications," continued Sonesh.

About University of Kentucky
UK HealthCare is part of the University of Kentucky Medical Center that was established in 1957 on the Lexington campus of Kentucky's flagship university. UK Medical Center includes the colleges of Dentistry, Health Sciences, Medicine, Nursing, Pharmacy and Public Health. UK HealthCare encompasses UK Chandler Hospital, UK Good Samaritan Hospital, Kentucky Clinic, Kentucky Neuroscience Institute, Gill Heart Institute, Markey Cancer Center and Kentucky Children's Hospital. The mission of UK HealthCare is to help people of the Commonwealth and beyond to gain and retain good health through creative leadership and quality initiatives in education, research and service. Its vision is to become a Top 20 academic health center recognized nationally and internationally for excellence in teaching, research and patient care.

About Consolidation 2.0
Consolidation 2.0 combines the many diverse contact center needs of the enterprise on a single platform that integrates quickly and easily with other VoIP network components as well as the overall enterprise information technology environment. Consolidation 2.0 unites all communication channels and all major contact center functions for Unified Customer Communications, revolutionizing the entire range of business and customer interactions, in formal call centers and beyond for all information workers. With Consolidation 2.0, enterprises gain the efficiency and cost reduction benefits of consolidation without compromising the unlimited deployment flexibility of an IP communications architecture.

About CosmoCom
CosmoCom, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, France Telecom, Telefonica, NTT, VSNL, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit www.cosmocom.com.

SOURCE: CosmoCom