AVST News

MedQuist Arms Virtual Workforce with Unified Communications

New Jersey-Based Medical Transcription Provider Relies on AVST’s CallXpress® to Keep Remote Employees Connected

Foothill Ranch, Calif., February 14, 2007Applied Voice & Speech Technologies, Inc. (AVST), a leading provider of unified communications solutions, today announced that its flagship product, CallXpress, provides remote access to e-mail, voice mail and faxes in one box to over 1,000 virtual teleworkers for New Jersey-based MedQuist Inc.

The leading provider of medical transcription services in the United States, MedQuist adopted a plan in October 2005 to centralize and streamline the company's organizational and operational structure to better serve its customers.  This move was supported by several actions, including the elimination of local service centers following a shift of resources to a single national service delivery and support organization for all of the company's services and products.  As a result, approximately 1,000 MedQuist employees were transitioned from an office environment to a home based workplace.  The challenge was to adopt technologies that would keep remote knowledge workers productive and accessible at all times.  Concurrently, MedQuist knew that in order to support its remote workforce, it needed to transition to an IP-based communications platform. 

“We wanted to find a unified communications solution that could leverage our existing infrastructure.  CallXpress was the perfect fit, offering an easy integration path for both our TDM switch and our new Mitel 3300 IP switch,” said Lauren Johansson, MedQuist’s Manager of IP Telephony Services.  “In addition, we needed a centralized solution that worked in a complex environment.  A basic requirement was for employees to have the ability to answer voice mail through the ‘corporate platform.’  This meant that they could access messages from any facility without dialing into another switch.”

MedQuist leveraged strong relationships with its partners, including VoIP Networks and AVST, to expand its existing communications platform to support its growing business and new initiative for a virtualized workforce.  Today, MedQuist boasts a centralized call center, three TDM switches, eight VoIP switches and two CallXpress systems to support nearly 1,500 mailboxes and over 500 VoIP users.  MedQuist expects to have at least 2,000 e-mail boxes by the end of 2007. 

According to Chuck Reagan, President and CEO, VoIP Networks, “When we first began our relationship with MedQuist over 10 years ago, they were in need of basic voice mail features like automated attendant and message notification.  We quickly realized that their rapid growth and teleworker application demanded much more.  In connecting them with AVST, they now have an enterprise platform and solution which will allow them to effectively communicate throughout their organization using advanced features and networking capabilities.”

“We have relied on great partnerships with technology vendors that we’ve worked with for years and have challenged them to innovate not only in the areas of technology, but also customer service and responsiveness,” said Carolyn Caton, MedQuist’s Vice President of Telecommunications.  “AVST has proven to be an ideal partner.  We are looking to the future and how our communications infrastructure will evolve, and we look forward to working with AVST to meet our new goals for 2007 and beyond.”

In addition to the basic benefits that come with a unified communications solution, MedQuist utilizes CallXpress for its Call Center, the lifeline to its customers and employees.  Today, CallXpress handles all traffic into the MedQuist Call Center, a substantial feat, as an average of 4,000 calls per day come into the Call Center - every prompt change and every piece of routing is done via CallXpress. 

“We have asked a lot of CallXpress and have been very pleased with the performance of the product,” added Johansson.  “In addition, CallXpress is a snap to administer.  It takes us minutes to make a programming change, where other systems we’ve seen take up to an hour.” 

“MedQuist is not only a leader in its industry, but is also an innovator in virtual workplace environments,” said Denny Michael, AVST’s Vice President of Marketing.  “We are pleased to work with the caliber of people that MedQuist employs, and we look forward to continuing to provide the best in unified communications to the company.  MedQuist is taking advantage of the unique differentiators that CallXpress offers – integration with existing platforms, flexibility, ease-of-use, and future-proof technology for the continued growth of the company.”

CallXpress is a unified communications solution that delivers world-class call processing, voice messaging, unified messaging and advanced speech applications.  CallXpress increases employee productivity, effectiveness and collaboration at a minimal investment.  With all messages arriving in a single inbox, CallXpress greatly improves message management time.  Its extensive voice mail functionality ensures that all employees receive their messages efficiently and have the ability to answer queries promptly.  

About MedQuist
MedQuist, a member of the Philips Group of Companies, is a leading provider of clinical documentation workflow solutions in support of the electronic health record. MedQuist provides electronic medical transcription, health information and document management products and services, including digital dictation, speech recognition, Web-based transcription, electronic signature, medical coding, mobile dictation devices, and outsourcing services.

About VoIP Networks
VoIP Networks, formerly Worldwide Telecom, provides state-of-the-art telecommunications networks for business and specializes in the design, installation and support of standalone and wide area VoIP networks.  In addition, VoIP networks also provides robust hosted VoIP services for the small to mid-size market.  VoIP Networks is backed by over 25 years of experience in the telecommunications industry and currently services over 2500 active customers throughout the United States and abroad.

"Safe Harbor" Statement under the U.S. Private Securities Litigation Reform Act of 1995: Statements in this press release regarding MedQuist's business which are not historical facts are "forward-looking statements" that involve risks and uncertainties. Such risks and uncertainties, which could cause actual results to differ from those contained in forward-looking statements include, but are not limited to: (1) our ability to recruit and retain qualified transcriptionists and other employees; (2) the impact of new services or products on the demand for our existing services; (3) our current dependence on medical transcription for substantially all of our business; (4) our ability to expand our customer base; (5) changes in law, including, without limitation, the impact the Health Insurance Portability and Accountability Act (HIPAA) will have on our business; (6) infringement on the proprietary rights of others; (7) risks inherent in diversifying into other businesses; (8) any continuation of pricing pressures and declining billing rates; (9) difficulties relating to the implementation of management changes throughout the Company; (10) the outcome of pending and future legal and regulatory proceedings and investigations; and (11) any direct or indirect impact of the matters disclosed in the Form 8-K filed by the Company on November 9, 2006. Actual outcomes and results may differ materially from what is expressed or forecasted in forward-looking statements. As a result, forward-looking statements speak only as of the date they were made, and the Company undertakes no obligation to publicly update or revise any forward- looking statements, whether as a result of new information, future events or otherwise.

About AVST

With more than 35 years of continuous innovation, Applied Voice & Speech Technologies, Inc. (AVST) is a trusted developer of software-based, enterprise-class Unified Communications (UC) solutions.

Our mission is to design, deliver and support communications solutions that transform the productivity of individual workers, teams and enterprises while leveraging the value of their existing and evolving IT infrastructure.

Thousands of businesses worldwide rely on AVST's advanced voice, mobility, team communications and business process UC solutions to meet their mission-critical communications requirements. The world-class interoperability and flexibility of AVST's UC platform provides a future-proofed bridge to their digital future.

Headquartered in Orange County, California, AVST maintains facilities in Seattle, Washington, Victoria B.C., Canada, the United Kingdom, and has remote sales offices throughout the United States. AVST's UC solutions are sold and supported worldwide by an extensive network of resellers and OEM partners. To learn more about AVST, our products and partners, please visit www.avst.com or you can follow us at Twitter, Facebook or LinkedIn.

AVST Unified Communications - 2 minute movie about AVST:
http://www.youtube.com/watch?v=S0rSSzvRu1E