Forerunner Technologies’ Strategic Role in Revolutionizing Communications at Urban Health Plan

Greetings, I’m Barry Fein, the Director of Enterprise Sales at Forerunner Technologies. With more than two decades in the communication technology sector, I have seen the profound impact that sophisticated, customized solutions can have on our clients’ operations. Today, I’m eager to share how our partnership with Urban Health Plan (UHP) in the Bronx, NY, demonstrates this impact, transforming their communication systems to improve the provision of healthcare services.

Tailored Communication Solutions for Urban Health Plan

Urban Health Plan is a vital healthcare provider serving a diverse community across 43 locations. They were grappling with an outdated Mitel MiVoice Connect system, which restricted their operational effectiveness and scalability. Recognizing the critical need for an upgrade, Forerunner Technologies designed a solution that addressed these constraints while preparing UHP for future growth and technological advancements.

Forerunner’s Custom Solution: A Comprehensive Overhaul

Our approach was holistic and forward-thinking. We engaged with UHP to understand their specific needs and the challenges with their existing system. Our solution encompassed a transition to the Mitel MiVoice Business platform, a state-of-the-art system that offers scalability, reliability, and integration with essential CRM/ERP systems. This upgrade was crucial to improve patient interaction management and operational efficiency across all UHP locations.

The comprehensive solution includes:

  • SIP Device Support: Our system supports 1,049 SIP devices, softphones, and consoles, ensuring versatile communication methods.
  • Expanded User Base: Accommodating 1,351 users, our solution ensures that every member of UHP can stay connected.
  • Enhanced Contact Center Operations: The system supports an enterprise contact center with 30 agents and 2 supervisors, enhanced by the integration of Brightmetrics Reporting for data-driven decision-making.
  • Advanced SIP Trunking: The implementation of 300 SIP trunks provided by TPX enhances connectivity and reliability.
  • Hardware Upgrades: This includes state-of-the-art IP phones and USB headsets to ensure clear, reliable communication.
  • Training and Analytics: Comprehensive training for contact center agents and supervisors, with powerful analytics tools to monitor and improve performance.

Enhanced Capabilities Through Forerunner’s Technology

One of the key challenges at UHP was the underperformance of their contact center, which is critical in the healthcare industry where timely responses can make a significant difference in patient outcomes. Forerunner Technologies optimized this aspect by enhancing the contact center’s capabilities, enabling seamless management of communication flows, and providing tools for supervisors to monitor and improve call handling.

Moreover, the new system introduced by Forerunner features advanced user interfaces and integration capabilities that allow for real-time data access and management, essential for modern healthcare environments where quick access to patient information is vital.

Ongoing Training and Support by Forerunner

Implementing new technology is only the beginning. Forerunner Technologies ensures that UHP’s staff are fully equipped to utilize the new system to its full potential. We provided comprehensive, customized training sessions focusing on the specific functionalities of the Mitel MiVoice Business system. Our continuous support and maintenance services also ensure that UHP can adapt its communication infrastructure to changing needs.

Future-Proofing UHP with Forerunner’s Innovative Solutions

Looking ahead, Forerunner Technologies has laid out a roadmap for UHP that includes maintaining and advancing their system capabilities. Future phases of our implementation will introduce multimedia communications and artificial intelligence to improve patient engagement and operational efficiency. These features will keep UHP at the forefront of healthcare technology, ensuring they can adapt to emerging challenges and opportunities.

Transform Your Organization with Forerunner Technologies

At Forerunner Technologies, we are committed to transforming the way organizations communicate and operate. If your organization faces communication challenges or seeks to enhance its technological capabilities, I invite you to connect with us. Together, we can explore how Forerunner’s solutions can be customized to meet your specific needs, ensuring sustainable growth and enhanced service delivery.

Click here and let’s innovate and transform your communications together.

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