Customer Success Story: Mountain Area Health Education Center

https://youtu.be/ly3-hNvk0Ec?si=Tg9vMJeRUdOtQ3q3

Mountain Area Health Education Center (MAHEC) is a prominent institution located in Asheville, North Carolina, that is dedicated to training healthcare professionals. They handle approximately 150,000 calls monthly across a three-cluster CUCM environment, spanning 10 campuses with around 1,200 users.

• Location: United States
• Industry: Education
• Product: Variphy Reporting and Analytics for Cisco CUCM, Variphy Reporting and Analytics for Cisco UCCX, Variphy Remote Phone Control for Cisco, Variphy As-built Reporting for Cisco, Variphy Change Management for Cisco, Variphy DN & DID Management for Cisco CUCM
• Device: 11,000 Phones

The Challenge

MAHEC faced significant difficulties in accumulating and analyzing call data due to the complexity and volume of their communications. The existing system required excessive time for data collection, leaving less time for meaningful analysis. Additionally, remote control and real-time monitoring of individual phones were challenging, impacting their ability to address issues swiftly.

The Solution

They explored various options and decided to adopt Variphy after a recommendation from their implementation engineer. Variphy's capabilities to rapidly accumulate and analyze data, as well as its features for remote control and real-time visibility of phone usage, proved to be a perfect fit for their needs.

“Being able to control the phones remotely to see what's going on with an individual phone and explain to somebody in real time what they're actually looking at — that is my favorite feature.”

The Impact

Since implementing Variphy, MAHEC has experienced a dramatic improvement in data management efficiency, freeing up significant time for analysis. The ability to control and monitor individual phones in real time has enhanced their problem-solving capabilities. Overall, Variphy has streamlined operations, making it an invaluable tool for their contact center management.

Learn more about our Cisco telephony analytics and reporting solutions.