CTO Jim Davis: Migrating Call Centers to the Cloud Improves Efficiency at UCI Health
UCI Tech News
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Contributed by: Kate Gamble
Summary
UCI Health has transitioned its patient call centers to a cloud-based system, led by Chief Technology Officer Jim Davis, completing the migration in February 2024. The move aims to enhance operational efficiency and security while enabling scalability to accommodate the organization's growth. Partnering with Genesys, UCI Health implemented advanced call routing that leverages voice recognition and patient history, improving the patient experience and ensuring compliance with healthcare regulations regarding data security. Additionally, the migration has allowed business units greater operational autonomy, facilitated remote access for staff, reduced IT maintenance costs, and supported the integration of new facilities as UCI Health expands its bed capacity.
