DCA – Diagnostic Centers of America
Diagnostic Centers of America (DCA) has earned a national reputation for quality and excellence in providing superb diagnostic imaging, thoughtful patient care, and radiological interpretations that are second to none. Diagnostic Centers of America spans three locations in Delray Beach, Boynton Beach and Wellington, FL. each interconnected on a private fiber optic network A total of 150 users handle over 2000 daily phone calls and 750 -1000 faxes. Celtic Communications designed and implemented a ShoreTel Unified IP Communications solution equipped with the ShoreTel Contact Center application as well as a fully integrated faxing solution. Real time visibility of call status to staff members and supervisors across the network, ensures incoming calls are handled promptly by specialists with the pertinent skills to meet the needs of the caller.
The resulting solution has enabled the DCA organization to ensure business continuity through automated fail over call routing, increase staffing efficiency, improve the customer experience as well as lowering operational costs.