Case Study: Mercy Virtual achieves faster call pick-up and improved patient care with Webex by Cisco

Mercy Virtual - Customer Case Study

Mercy, a St. Louis–based healthcare system with 43 hospitals across five states, built a Virtual Care Center to centralize expertise and improve patient care. The organization faced fragmented communications from 200+ unreliable PBX systems, rising patient frustration due to long call and hold times, and staff inefficiencies from inadequate communications tools.

Mercy deployed Cisco Unified Communications, Cisco Contact Center Enterprise, and Cisco WebEx to unify voice and collaboration services. The solution delivered higher-quality, reliable voice, faster call pickup with patient records displayed to caregivers, and better co-worker collaboration—boosting productivity and recovering roughly six staff-hours per day.

Mercy Virtual

Cindy Rydberg

Executive Director of Nurse On Call