The Customer Virginia Women’s Center (VWC) is a full-service OB/GYN practice with seven locations across Central Virginia. With a very active centralized call center, VWC has roughly 420 extensions shared among seven Richmond area locations and their two additional Northern Neck locations—Kilmarnock, and Tappahannock. Business Challenges In healthcare, communication is critical. Historically, VWC phone usage and long-distance charges continued to rise each year. When Avaya declared bankruptcy and was acquired by a new company in 2017, VWC took the opportunity to explore alternative communication solutions. “The cost of ongoing Avaya support and the requisite system upgrades were concerning,” says Frances Schwartz, Communications System Manager for VWC. “In researching available communication platforms and solutions, we learned that Digium does not require a monthly maintenance fee. All that is required is an annual license renewal.” VWC looked at multiple phone systems before deciding to move forward with Digium. “When a data network vendor referred them to Computer Business Solutions, Inc. (CBSI) in Ashland, VA, about a Digium Switchvox system, pricing comparisons were no longer necessary,” says CBSI CEO Jamie Stapleton. The Solution from Digium CBSI is a preferred Digium partner. They won a Pinnacle award as one of Digium’s top 25 partners based on 2017 annual sales. Known for their commitment to customer satisfaction, CBSI delivers strategic telecom solutions like Digium Switchvox that help customers achieve business success by offering solutions to match their unique needs.
“We set up a demo so VWC could experience all the features, including unified communications (UC), which are all built into the inclusive Switchvox PBX, without all the add-on charges. That, along with the high quality and clarity of phone calls, were denite selling points,” says Jamie Stapleton. Because VWC manages their IT in-house, they had good infrastructure in place for implementing and testing the Digium system. Voice over IP was not new to the VWC IT team. CBSI implemented the Digium Switchvox 470 to support 240 healthcare providers and staff across seven locations. Adding consultation rooms, conference rooms, doctor’s lounges, break rooms, etc., made the nal extension count 420. Had VWC stayed with Avaya, their call center would have required expensive add-ons which the VWC leadership team felt were overpriced. The Results Built on Asterisk, an open source telecommunications software that enables telecom developers to customize a myriad of private and business communications solutions, Switchvox provides the full range of VoIP features known as Unied Communications (UC), incorporating many key features to enable business communications. Switchvox is easily provisioned with a GUI that allows the conguration of multiple users and short timeline for system setup. Switchvox is ideal for large businesses that want excellent performance with a highly redundant, full-featured PBX.
Standard operating procedures require that VWC always has someone answering the phone during business hours. They have an auto attendant set up to redirect overow calls. This attendant system also provides direction for after-hour callers, weekends, holidays, and emergency closings.
It is the added SIP trunks that make the system affordable while enabling superior call clarity and network accessibility. SIP trunks are a VoIP protocol by which Internet telephony service providers (ITSPs) deliver telephone services and unied communications to customers free from long distance charges and other usage charges. VWC is anxiously awaiting an upgrade that will enhance some of the Switchvox call features Schwartz feels are necessary to meet their practice needs. Customer Testimonial “Digium learned from our network implementation, as we were proactive in sharing the good along with the challenges encountered. It is our sincere hope that doing so will inspire future system and network implementation enhancements. We are thrilled that we’ve seen a signicant reduction in our telecom costs. And, we love that we can administer the Digium phone system ourselves!” Frances Schwartz, Communications System Manager, VWC The Partner CBSI is a veteran-owned, American-operated, certified small business. They offer a host of operator-assisted services - from order taking to lead qualication to basic helpdesk functions.