PROJECT BACKGROUND

AvMed Health Plans, a not-for-profit health plan, operated seven standalone locations and five regional offices. This set-up offered no business continuity in the event of a disaster or basic power loss. The company had no way to seamlessly migrate calls from one call center to another and service deliver to customers was at risk of interrupt.

PROJECT OBJECTIVE

	To implement a virtual call center infrastructure solution for business continuity
	To deliver skills-based routing
	To implement a system for voice mail, company directory and conferencing

PROJECT SCOPE

AvMed turned to UTDi to implement a state-of-the-art virtual call center solution from Avaya that would link all locations together with a virtual network to ensure business continuity. The professional services team of UTDi relied on its expertise to identify the need for skills-based routing, an enterprise-wide voice mail, company directory, Avaya IP Softphones and Avaya Meet Me Conferencing.

An Avaya Survivable Modular Messaging System and a High Availability Call Management System were deployed at the Gainesville location to back up the new Avaya Modular Messaging and Avaya Call Management systems in Miami. By identifying critical business needs and areas for improvement, UTDi recommended and implemented an Avaya solution that would deliver measurable results.

UNIQUE PROJECT ELEMENTS

As a result of this new Avaya solution, AvMed can now link all of its installations by way of IP to achieve the redundancy it needed. To simplify maintenance and administration, all locations are managed as a single switch. Now, AvMed’s WAN can accommodate converged voice and data traffic to drive productivity, increase efficiency and deliver the redundancy and business continuity necessary so that any shut down or problem with the system is completely seamless to the customer.