Case Study: Altru Health System achieves HIPAA‑compliant, scalable call recording and improved patient service with TelStrat's Engage WFO

Altru Health System uses Engage WFO to Enhance Patient Services Quality

Altru Health System, a regional healthcare provider serving more than 200,000 residents with over 4,000 staff and 200+ physicians, needed a scalable, HIPAA-compliant way to record calls from its switchboard, nursing lines and patient access as its legacy system could not support growth. In 2016, with assistance from High Point Networks, Altru selected TelStrat’s Engage WFO (including Engage Record and Engage Encryption) to replace the legacy recorder and meet requirements for 100% call capture and secure storage.

TelStrat deployed Engage WFO on an internal application server linked to a virtualized database (60‑day retention) and integrated it with Altru’s ShoreTel 14.2 IP telephony and Cisco network, supporting roughly 100 daily agents (recently expanded to 150) and tens of thousands of weekly calls. The solution enabled reliable, searchable recordings that sped issue resolution, improved training and coaching, and achieved HIPAA compliance; administrators report easy deployment and migration, faster quality reviews, and measurable improvements in patient service and QA under TelStrat’s system.

Altru Health System

Terry Overbo

Telecom Systems Engineer