Gateway Health

Gateway managers implemented the CenturyLink SIP Trunk service to support over three million calls annually. The 100 Mbps SIP circuits support 300+ call center service representatives and are burstable to 1Gbps to accommodate future growth.

Company Contact
David Guilinger
Director of Information Services
Products
SIP Trunk
Industry
Healthcare

DETAILS

Business Challenge

Business growth, periodic outages and high costs motivated managers to seek a replacement for their legacy TDM-based telephony system. They needed a call center platform that was flexible, reliable and cost effective.

Solution

Gateway managers implemented the CenturyLink SIP Trunk service to support over three million calls annually. The 100 Mbps SIP circuits support 300+ call center service representatives and are burstable to 1Gbps to accommodate future growth.

Benefits and Results

  • Reduced telephony expenses by 48 percent.
    • SIP service originates/terminates local, long distance and toll-free service across a single broadband connection.
    • Not billed for long distance and toll free
    • SIP sessions.
    • Consolidated four rack units (RU) of legacy TDM equipment down to ½ RU to support SIP services—88 percent less equipment to monitor, maintain, update and troubleshoot.
  • Flexible SIP-based design supports growing business.
    • Able to easily add, move, delete new/old locations.
    • Scalable circuits accommodated 40 percent increase in call volume since implementation with room to spare.
  • Significantly increased the reliability of telephony platform.
    • No outages to date compared to periodic outages with legacy TDM system.
    • Resilient CenturyLink design incorporates diverse pathways to promote availability.

Company Profile

Gateway Health (Gateway) is a Managed Care Organization (MCO) based in Pittsburgh, Pennsylvania. Gateway HealthSM concentrates entirely on serving the needs of the most vulnerable citizens— those facing chronic diseases, the disabled, the aging and the financially disenfranchised.