Real engagements. Measurable results. Client details anonymized by agreement.
HealthcareTexas
Multi-Site Orthopedic Group
CCaaS · Analytics · vCIO/vCISO
Centralizing Scheduling for 90+ Surgeons Across Multiple Locations
The Challenge
A leading Texas orthopedic practice with 90+ surgeons across multiple locations operated with fragmented, location-based phone systems — resulting in high call abandonment, inconsistent patient experience, and zero unified reporting.
Our Solution
QualzTech served as vCIO and vCISO, leading a vendor-neutral CCaaS evaluation, selecting and implementing Talkdesk Healthcare Experience Cloud, and building a custom Power BI analytics layer integrating call center, clinical, and operational data.
Results
Unified 90+ surgeon offices under a single contact center
Eliminated 30+ fragmented phone systems
Reduced patient wait times via AI-powered IVR
First enterprise-wide analytics view across all data sources
Full HIPAA compliance across all patient channels
Talkdesk HealthcareMicrosoft Power BIAthena HealthRadix
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