The story

Flash forward a half century: Today, the former “little hospital on the prairie” has become San Antonio’s second largest private employer, with a payroll of 10,000 people—including more than 2,700 physicians in all specialties. Its mission, “Serving Humanity to Honor God,” and focus on delivering cost-effective healthcare to all have together contributed to an impressive string of accomplishments, including being the healthcare provider for one in every two people in San Antonio; the largest provider of kidney transplants in the USA; and the largest provider of healthcare to rural communities in South Texas.

With such an expansive network, it’s no wonder HCA had a Nortel system with 13,810 users. Maintaining a system like this is no easy task, and neither is transitioning to a Cisco UC solution. What’s more, this company wanted an efficient contact center that could handle call flows and call queues more efficiently than its current one. With this laundry list of challenges, HCA would be hard pressed to find the right partner.