The story

Formed more than two decades ago as the result of the merger of three Catholic hospital systems, and eventually with Dignity, CSH today operates more than 90 sites in some 18 US states: Arkansas, Colorado, Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Nebraska, New Mexico, North Dakota, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Washington, and Wisconsin.
These include large hospitals in urban areas, small rural hospitals, clinics, long-term care and assisted-living facilities, and senior residential facilities.
With its mission to nurture the healing ministry of the Church, CSH seeks to “lead the transformation of health care to achieve optimal health and well-being for both individuals and the communities we serve, especially those who are poor and vulnerable.”
All these hospitals were connected via a sprawling PBX system using phones from many different vendors, including Avaya, Nortel, Siemens, and Cisco. All these different vendors made support for this enterprise-level system remarkably difficult. CSH wanted a single point of contact for support in all locations regardless of which vendor its systems came from.