“Over the last 10 years, Telcion has been involved in numerous deployments for EMC, beginning with the initial 20-year old NEC PBX replacement, then followed by subsequent system upgrades, contact center deployments, and attendant consoles.”
Emanuel Medical Center (EMC) is a nine-campus, 209-bed acute care hospital that serves Turlock and the surrounding areas. It provides emergency, critical care, pediatric, cardiovascular services, cancer diagnosis and treatment, women’s health services and surgical services. In total, EMC employs over 1,200 health care professionals.
Over the last 10 years, Telcion has been involved in numerous deployments for EMC, beginning with the initial 20-year old NEC PBX replacement, then followed by subsequent system upgrades, contact center deployments, and attendant consoles. And that’s just the voice implementation. Telcion has also been engaged to provide core network infrastructure upgrades, campus-wide wireless, and various security solutions.
EMC was in serious need of replacing their existing PBX infrastructure. Having made use of the current NEC PBX for over 19 years, parts were difficult to acquire. In the spring of 2005, EMC contracted with Telcion to provide a Cisco IP Telephony Solution that would replace their existing PBX. This project was deployed over the course of 3 months and was seamlessly cutover at 2:00am in the middle of the week with just a few minutes of downtime. The solution consisted of redundant servers, voice gateways, paging, wireless phones, analog patient phones, and over 1,200 IP Phones for administration and staff.
After the initial voice deployment, new features were added to increase feature functionality. The first of these was a move to the Cisco Enterprise Attendant Console for the operators. This particular solution was tightly integrated with EMC’s core medical application, Meditech. This allowed directory lookup information for patients within the attendant console to make patient look up and call transfer even simpler. Integration with Vocera was added to enable hands-free communication for doctors and nurses. Two separate contact centers were also added for patient billing and scheduling.
In 2014, EMC was acquired by Tenet Health Systems. Telcion continues to provide support for the Cisco Unified Communications solution as changes and upgrades are required.