HIPAA-Compliant IVR with Automated Call Routing Yields 6X ROI

This $30B Pacific Northwest health system embarked on a major enterprise-wide initiative to modernize its telephony infrastructure. Migrating to a new, cloud-based platform with a unified 11-digit dialing plan promised improved performance and flexibility.

However, this transition also risked creating confusion and frustration among providers, staff, and patients, who would have to adopt new dialing habits. Anticipating a surge in operator-assisted calls and poor caller experiences, this faith-based system turned to Parlance, a voice AI solution with intelligent call routing that's purpose-built for complex healthcare environments.