Sharp HealthCare Selects CallXpress 8 for Centralized Communications Network
Replaces End of Life Octel® System and Achieves High Availability
FOOTHILL RANCH, Calif., February 10, 2010 – Communications solutions innovator Applied Voice & Speech Technologies, Inc. (AVST) today announced that CallXpress® 8 was selected by Sharp HealthCare (Sharp), San Diego’s largest and most comprehensive healthcare organization, to centralize its infrastructure. Sharp selected CallXpress due to its ability to centralize three standalone Octel voicemail systems onto a single system, while offering dual survivable call servers to protect against critical network failures.
Sharp is a not-for-profit integrated regional health care leader with more than 12 facilities including seven hospitals, two medical groups, medical clinics, urgent care centers, skilled nursing facilities as well as a variety of other community health education programs and related services. Sharp serves more than three million people, operates 1,870 beds and has approximately 2,600 physicians on medical staffs, more than 1,000 physicians in affiliated medical groups and more than 14,000 employees.
Sharp needed to replace three Octel voicemail systems that were announced ‘end of life.’ The main objective was to identify a solution that offered centralization, thereby eliminating the required maintenance for those Octel systems, and the risk of end users being without voicemail service in the event of a critical system failure. Sharp conducted an extensive review process with a Technical Review Committee tasked with identifying the right solution. AVST’s CallXpress was selected in large part for its high availability and the ability to support its mixed TDM/hybrid switches and IP PBXs.
Sharp took great care to ensure the transition from Octel to CallXpress was a smooth process for end users and cites the ease of use in CallXpress as instrumental in the process. “The migration from Octel to CallXpress was one of our biggest implementations and the transition was virtually unnoticeable to our users. They didn’t need much training since the CallXpress system mimicked the command structure of the Octel telephone user interface (TUI). On the day of the CallXpress cutover, our support staff team members were waiting for help desk calls that never came,” said Steve Cates, Sharp HealthCare Telecommunications Manager.
Today, the Sharp network has three major hub PBXs that are fully redundant and CallXpress supports nearly 4,000 voicemail users and handles approximately 495,000 calls per month. Outside callers utilize more than 70 system-wide automated attendant menus in CallXpress that efficiently route them to the physician, hospital, department or employee they’re trying to reach.
With call volumes of this magnitude, and with physicians and hospitals relying on uninterrupted communications, CallXpress provides the high availability that Sharp demanded. Sharp now achieves high availability by utilizing a system server and two call servers. In this configuration, if either of the call servers fails, the other is able to answer and process calls, as well as record messages, without the loss of CallXpress application functionality.
Cates added, “Before CallXpress, system maintenance was a real challenge. We had three separate systems that had to be maintained and everything had to be done after hours to ensure that physicians, staff and other essential personnel had access to voicemail during business hours. If one system went down, we had a critical situation on our hands with no backup in place and thousands of messages that could be lost. The CallXpress multiple call server architecture has brought us peace of mind.”
In addition to centralization, CallXpress offered Sharp HealthCare a robust platform with features that make users more accessible and mobile. CallXpress comes with multiple mobility features, including unified messaging, personal assistant, message notification, single number, and speech recognition for hands-free communications.
Sharp worked closely with Advanced Call Processing (ACP), a trusted partner and AVST reseller, to identify the right solution. “We have a great deal of experience with CallXpress and understand the needs of the Sharp team,” said Rob Simpson, President of ACP. “CallXpress is a robust solution that can support, with ease, a high call volume, centralized network like Sharp’s. The Sharp team needed a solution that offered the next level of reliability and CallXpress was a perfect fit.”
“CallXpress was designed to support the exact scenario that the Sharp network presented,” said Denny Michael, AVST Vice President of Marketing. “They needed a seamless replacement of their legacy voicemail system, centralization to provide cost savings and high availability for application resiliency. We look forward to supporting Sharp HealthCare as they expand their network and deploy some of the additional functionality available in CallXpress.”
CallXpress 8 delivers a powerful suite of Unified Communications applications including advanced call processing, voicemail, unified messaging, personal assistant, fax, speech and notification capabilities to help businesses become more productive. For more information about AVST’s products visit the company’s website at www.avst.com.
About Sharp HealthCare
Sharp HealthCare is San Diego's most comprehensive health care delivery system. It is recognized for clinical excellence for services in cardiac, cancer and multiorgan transplantation, as well as orthopaedics, rehabilitation, behavioral health and women's health. Sharp HealthCare has been widely acclaimed for its commitment to transform the health care experience for patients, physicians and staff through an organization-wide performance improvement initiative called The Sharp Experience. The Sharp system includes four acute-care hospitals, three specialty hospitals, two affiliated medical groups and a health plan. To learn more about Sharp, visit www.sharp.com.
About Advanced Call Processing (ACP)
Advanced Call Processing (ACP) is a comprehensive provider of telecommunications services and solutions with a customer base spread across the United States and throughout the world. Established in 1990, ACP has enjoyed exceptional growth, while supplying customized solutions for hundreds of businesses and government agencies. ACP has assisted hundred of companies to achieve their business goals while controlling costs through the effective deployment of communications technology.
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.
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