Case Study: Affiliated Physicians Eliminates Downtime and Increases Agent Productivity with 8x8

Affiliated Physicians Eliminates Downtime and Increases Agent Productivity with 8x8 VoIP and Contact Center Solutions

Affiliated Physicians, a New York–based preventative healthcare provider with a nationwide network, was hindered by an aging T1 phone system that caused frequent downtime, poor call routing and no contact-center reporting. Leadership wanted a single replacement that combined phone service, contact center capabilities and physical devices to improve reliability and customer service.

They deployed 8x8 Virtual Office and Virtual Contact Center over redundant FiOS and cable lines, completing the rollout in about a month. The cloud solution added a robust auto-attendant, mobile call forwarding, real-time dashboards, call recording and QA tools, and automatic call redirects for continuity—resulting in faster live answering (most calls under 30 seconds), higher agent productivity, reduced staffing needs, improved customer service and increased revenue.

Affiliated Physicians

Mark Weingarten

Vice President of Patient Services