Case Study: CCI Health & Wellness Services achieves rapid, reliable patient access and call-center efficiency with Evolve IP

CCI Health & Wellness Services Delivers Rapid, Reliable Healthcare through Cloud-based Solutions

CCI Health & Wellness Services is a Maryland-based, multi-site community health provider serving more than 57,000 patients annually and operating the state’s largest WIC program with 31,000 participants. With 12 facilities and 250 staff, CCI’s legacy phone system could not keep up with heavy inbound call volumes, causing long wait times, high call abandonment and difficulty routing calls across locations while maintaining HIPAA-required security.

CCI implemented Evolve IP’s cloud communications—hosted VoIP, an enterprise IP phone system and Cloud Connect—to create a virtual call center with intelligent routing, encrypted voicemail and automatic failover. The rollout (using existing handsets and strong implementation support) delivered immediate improvements in response times, reduced wait/abandonment rates, actionable call metrics for staffing and scheduling, and simpler, secure scalability for adding new sites.

CCI Health and Wellness Services

John Torontow

Chief Operating Officer