Case Study: a major healthcare provider achieves 100% call-recording reliability and faster call-data access with Eleveo

Major Healthcare Provider achieves 100% call-recording reliability with Eleveo

A major healthcare provider operating nearly 200 hospitals and 2,000 care sites faced the critical challenge of ensuring 100% reliable call recording and easy access to call data across its 18 business units. Working in a stringent regulatory environment, any gap in recordings posed major legal and financial risks. To address this, the provider turned to vendor Eleveo for its call-recording and screen-recording solutions.

The Eleveo solution was implemented on the Cisco UCCE platform, providing hardened reliability and seamless integration. The results were significant, with the healthcare provider achieving 100% call-recording capability and eliminating gaps. Eleveo's integration with Cisco Finesse allowed call records to be retrieved almost immediately using searchable tags like medical record numbers, drastically reducing investigation time. This strengthened compliance, safeguarded against financial loss in denial-of-coverage cases, and improved customer satisfaction scores.