Case Study: GetInsured achieves 99% uptime and HIPAA-compliant call recordings with Evolve IP

GetInsured effectively eliminated downtime, increased reliability & met compliance requirements by adopting Evolve IP’s omnichannel contact center (ECS).

GetInsured, a health insurance broker with up to 63 agents across three U.S. locations, faced frequent PBX downtime and a critical compliance gap: Serenova’s call routing caused agents to be reconnected to new callers during peak times, preventing the direct inbound calls Medicare requires for plan enrollment. These outages and routing issues threatened customer enrollment opportunities and regulatory adherence.

GetInsured replaced CallTower and Serenova with Evolve IP’s unified ECS and UC platform, which restored reliable PBX service and introduced a Load Allowance feature that lets agents accept only direct inbound calls when needed. The change simplified operations, cut missed enrollment opportunities, delivered roughly 99% uptime, and enabled HIPAA‑compliant, encrypted SFTP call recording storage for long‑term retention.

GetInsured

Yannick Deville

Senior Contact Center and IT Support Engineer