Case Study: Capario achieves a reliable VoIP contact center and faster customer service with InterCall

VoIP phones, better reporting enhance customer service

Capario, a Santa Ana–based medical claims clearinghouse with 20+ years in the industry, provides revenue cycle management and prides itself on fast, feature-rich customer service for healthcare providers. When a failure of a redundant phone card left the company at risk of a complete contact‑center outage—impacting 40+ queue users and jeopardizing its goal of rapid call response—Capario needed a more flexible, powerful telephony solution.

Capario worked with West IP Communications to deploy a Cisco‑backed VoIP system and the Intelligent Call Control (ICC) hosted contact‑center platform, adding T1 lines and leveraging its MPLS network for redundancy. The project replaced analog phones with 150 Cisco VoIP handsets, enabled easy remote work, integrated with Salesforce, and delivered robust reporting on answer/hold times—resulting in greater reliability, improved visibility into performance, and measurable improvements in customer service.

Capario

Joe Victorino

EDI manager