Case Study: Mercy achieves unlimited CDR access and granular call analytics with Variphy

Mercy - Customer Case Study

Mercy, one of the 25 largest U.S. health systems with over 50,000 Cisco IP Phones across 40+ hospitals and 900 physician practices, faced challenges with CDR data retention compliance, an inability to quickly find and track troubled calls, and a lack of analytics and metrics for non-contact-center staff. To address these gaps, Mercy deployed Variphy for CDR reporting and analytics.

Variphy removed CDR data limits and provided searchable, configurable reporting (including fields not native to CDR files) plus cradle-to-grave call flow reports that identify transfers, forwards, and conferences. Variphy’s dashboards and widgets deliver contact-center–grade metrics—volumes by date/day/hour and totals/percentages for abandoned, answered, transferred, forwarded, and voicemail—giving Mercy full retention, faster root-cause identification, and actionable visibility across clinics and sites.

Mercy