Comprehensive Pain Specialists

100-2,499 Employees
Unified Communications

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

Customer Experience & Contact Center​

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Cloud

“Avaya Enterprise Cloud was a no-brainer, we had confidence the system would work and that it would scale with us.”

-Bobby Tishaw, Vice President of IT Operations

Benefits

Increased Productivity
Improved Customer Service
Network Scalability

COMPREHENSIVE PAIN SPECIALISTS GET RELIEF

Healthcare Group Cures Contact Center Woes with Avaya Cloud Solution

Patients in pain want to set up appointments quickly. Physicians need confidence when referring those patients to care providers. For Comprehensive Pain Specialists (CPS), its legacy hosted call center solution was more headache than help. Located in 12 states and headquartered in Nashville, the CPS clinics shared a major call center that suffered from a list of complaints: dropped calls, missed calls, static on the line, and inconsistent reporting metrics. CPS was hobbled in carrying out its mission: to provide care to patients.

When Bobby Tishaw, the new Vice President of IT Operations, arrived on the scene in 2015, the phone system and call center was barely functional. In some of the clinics, employees had given up on the hosted solution and were resorting to unapproved (and unsupported) solutions. In the corporate office, employees were resorting to using their mobile phones. In the call center, missed and dropped calls were costing CPS thousands of dollars in missed revenue. The goal became clear: make the phones a non-issue.

CHALLENGES

  • Lost business through missed calls, lost calls
  • Inaccurate, unreliable reporting
  • Low morale among contact center end users

VALUE CREATED

  • Immediate improvement in functionality
  • Avoided costly data center build-out
  • Largely eliminated contact center support calls
  • Reduced installation costs for new locations
  • Improved reporting functions

Finding the Prescription for a Working Contact Center

Tishaw’s first priority was to find a solution for the contact center that worked and could be relied on to provide reliable reporting and allow agents to answer and transfer calls. The metrics reporting from the existing system was unsatisfactory. “We would run the same report 3 times, and the numbers were always different,” Tishaw recalled. “We never had confidence in the metrics.”

Having come from a hospital environment in which phones had to be working no matter what, he was familiar with Avaya and its reputation. He immediately began investigating how Avaya solutions could be leveraged cost-effectively at CPS.

“I knew Avaya, and I knew it would work come hell or high water,” recalls Tishaw.

What emerged as a central consideration was hosting the Avaya solution in the cloud. While Tishaw had confidence in Avaya’s IP phone ability, a hosted call center was a new animal for him, having had previously presided over on-premise solutions. Additionally, halfway through the selection process, CPS decided to spread its contact center operations across 12 physical locations. A cloud-based solution would add substantial value by allowing those locations to be quickly and easily brought online. After a careful cost-benefit evaluation, CPS chose Avaya Enterprise Cloud.

For CPS, Avaya Enterprise Cloud made sense. First of all, it would remove the need for an up-front hardware and data center investment which could prove to later be obsolete. CPS also wouldn’t need to install trunk lines or worry about providing redundancy in a second data center. Meanwhile, CPS has ambitious growth plans, which would require designing and building a very large data center to accommodate that growth. Deploying an on-premises solution could cost upwards of $5 million over three years, a costly investment. Using CC Elite in the cloud would allow CPS to pay for more capacity as the company achieved its growth targets, adding more phones and hiring more agents, without having to worry about data center capacity.

“Avaya Enterprise Cloud was a no-brainer because it ended up being cost-neutral to what we were paying,” Tishaw observed. “At the same time, we had confidence the system would work and that it would scale with us.” Avaya assisted in designing the system and working with the managed services provider to ensure CPS would have a system that would help the company achieve its mission.

Immediate, Noticeable Improvements

As soon as the Enterprise Cloud solution went live, call quality improved. The phone system became a non-factor — like a light switch.

“Reporting is great, and allows us to set and meet our benchmarks within the department,” remarks Amber Crowder, Senior Director of Marketing. “This has allowed our patient access department to run solely on metrics, and to be more customer service driven.”

Lighting Up Clinics Nationwide from Nashville

In addition to the net neutral cost of the Enterprise Cloud solution, CPS discovered another important cost savings: travel. As the clinics go online in new locations, the phones need to work. Instead of sending staff to these new sites, which takes time and money, CPS can program phones at its Nashville headquarters and ship them to the new clinic. The employees simply plug in the phones.

“While it seems logical, remotely programming the phones has been a key factor in being able to bring clinics online at a minimal cost,” Tishaw observes.

Ultimately, Avaya Enterprise Cloud delivered manpower savings on endpoint deployments, turned out to be cost neutral overall, and allowed IT to deliver a significantly improved experience for both internal users and external callers. Patients and provider calls were routinely completed without incident, boosting CPS’s bottom line and allowing the clinic network to focus on its core mission. Avaya’s support was a theme throughout.

“With Avaya, there’s always been an attitude of, we have products that are great, we can serve you, and we can help you figure out what’s the best solution for your needs,” Tishaw says. “The way I work, I need vendor partners, not just vendors trying to sell to me.”

"Avaya Enterprise Cloud is kind of like an Apple product – it just works."

—Bobby Tishaw, Vice President of IT Operations, Comprehensive Pain Specialists

About Comprehensive Pain Specialists

CPS was founded in 2005 with a vision of experienced physicians and staff dedicated to identifying and treating all types of pain. By offering a multimodal approach to pain, CPS focuses on helping patients to regain life and achieve optimal outcomes. CPS is committed to meeting our patient’s individual needs by providing them with high-quality care and personal attention. The mission of CPS is to help people. CPS wants to increase their quality of life so that they can do the simple things in life… with a smile.

CPS is committed to meeting the patient’s individual needs by providing them with high-quality care and personal attention at every touch point. In conjunction with office visits, services may include medication management, injections, procedures and nutrition services. CPS providers evaluate each patient and support an overall health and wellness approach.

CUSTOMER PROFILE
  • Headquarters:

  • United States

  • # Employees:

  • 1200

CPS was founded in 2005 with a vision of experienced physicians and staff dedicated to identifying and treating all types of pain. By offering a multimodal approach to pain, CPS focuses on helping patients to regain life and achieve optimal outcomes. CPS is committed to meeting our patient’s individual needs by providing them with high-quality care and personal attention. The mission of CPS is to help people. CPS wants to increase their quality of life so that they can do the simple things in life… with a smile.

What our Customers are saying
“With Avaya, there’s an attitude of: we have great products and can help you figure out what’s the best solution for your needs. The way I work, I need vendor partners, not just vendors trying to sell to me.”

Read more testimonials >
  • Bobby Tishaw

  • Comprehensive Pain Specialists

AVAYA SOLUTIONS DELIVERED
AVAYA PRODUCTS DEPLOYED
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