Case Study: University Physicians achieves reliable, easy-to-administer call recording and faster dispute resolution with Enghouse Interactive (CallRex)

University Physicians - Customer Case Study

University Physicians, which supports clinical services for the University of Mississippi Medical Center, needed reliable call recording across multiple call centers to document consultations, resolve disputes, and coach agents—especially because not every hospital telephone could be recorded and agents sometimes had to monitor calls silently. To address this, they implemented Enghouse Interactive’s CallRex call recording alongside Cisco Unified Communications Manager through their Cisco reseller, BCI.

Enghouse Interactive’s CallRex provided a stable, user-friendly recording solution that has required no major technical fixes and is easy to administer and support. The recorded calls have shortened dispute resolution time, provided clear liability documentation, and enabled better agent coaching—giving University Physicians quicker, more effective outcomes and improved customer service.

University Physicians

Elizabeth Beasley

Director of the Ambulatory Access Center