Touchstone Health HMO, Inc. provides customer service support for Medicare from call centers located throughout the U.S. Their peak call volume during yearly general enrollment period required seven T-1 lines that were only fully utilized for three months out of the year. They needed a solution that handled peak call volume without requiring them to pay for these T-1 lines the rest of the year.
CenturyLink came up with a comprehensive plan to solve their problem, not just a list of services. It revolved around the EZ Route interactive voice response (IVR) application that routes calls to the appropriate call center. Supported by two CenturyLink T-1s, dedicated to voice and data applications respectively, each office location can now handle peak call volume without spending on unused infrastructure.
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