Case Study: Apria Healthcare achieves disaster recovery, unified call center visibility and significant cost savings with Evolve IP

Evolve IP Provides Disaster Avoidance, Visibility into the Call Center, Improved Customer Experience, and Significant Cost Savings for Apria Healthcare

Apria Healthcare, a leading U.S. home medical equipment provider with about 12,000 employees across 550 branch offices, was operating a patchwork of ACD/PBX systems that left customers and patients vulnerable during outages (notably after Hurricane Katrina). Apria needed a unified, cost-effective phone and call-center solution with disaster recovery and better visibility into branch and agent performance—without the multi-million dollar expense of upgrading every site to SIP trunking.

Evolve IP implemented a hosted PBX/ACD and call-center platform in geographically redundant cloud data centers, deploying more than 6,000 phones and 3,500 agents and enabling automatic call failover to alternate sites, voicemail or hubs. During storms (including Sandy) calls were instantly rerouted and Evolve IP restored data connectivity within 24 hours; the result was simplified management, significant cost savings, improved customer experience, better performance visibility and call recording for training and dispute resolution—outcomes Apria described as lifesaving.

Apria Healthcare

Jeannine Delivron

New York Area Operations Manager