Case Study: Lee Health

Client Profile: Lee Health, a major healthcare provider with over 14,000 employees, utilized an existing Cisco on-premise UCCX, PCCE, and UCM systems. Recognizing the need for an upgrade and the addition of a robust disaster recovery (DR) solution, they approached the challenge with a clear focus.

Challenge: The urgency for a DR solution was underscored by a devastating hurricane in 2018, which resulted in their entire system being down for two weeks. This highlighted the vulnerability of their existing infrastructure and the critical need for a more resilient setup. Lee Health sought a solution that not only enhanced its existing systems but also provided a reliable multi-tenant cloud for DR purposes.

Solution: CX Advanced Solutions (CXAS) stepped in to address Lee Health’s requirements. The proposed solution encompassed upgrading their current Cisco systems and the integration of a multi-tenant cloud specifically for disaster recovery. Additionally, the solution included the integration of EPIC (medical CSR) through SpinSci, an essential element for patient data management and healthcare service delivery.

Innovative Features: CXAS aimed to incorporate a range of self-service utilities into Lee Health’s system. These included:

• Prescription (RX) refills.
• Patient notifications and reminders.
• Appointment setting.
• A sophisticated chatbot. All these features were aligned with Cisco’s capabilities, ensuring a seamless integration.

Implementation: The implementation involved upgrading Lee Health’s calling, contact center (CC), and workforce optimization (WFO) systems. The focus was on ensuring that these upgrades and the new DR solution would integrate smoothly with Lee Health’s existing infrastructure, without disrupting their critical healthcare services.

Results:

• Enhanced Disaster Recovery: The new multi-tenant cloud solution provided a robust DR capability, significantly reducing the risk of system downtimes during emergencies.
• Integrated Medical CSR: The integration of EPIC through SpinSci streamlined patient data management and service delivery.
• Improved Patient Interaction: The self-service utilities for prescriptions, notifications, appointments, and the chatbot enhanced patient engagement and efficiency.
• System Upgrade: The overall upgrade of their calling, CC, and WFO systems modernized Lee Health’s telecommunications infrastructure.

Conclusion: Lee Health’s collaboration with CX Advanced Solutions for an upgraded telecommunications system and a new disaster recovery solution marked a significant step in their digital transformation journey. This case study exemplifies CXAS’ expertise in delivering comprehensive, tailored solutions that not only address immediate needs but also equip clients like Lee Health with future-ready, resilient infrastructure, especially crucial in the healthcare sector.