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PacketBase Deploys Avaya IP Communications and Contact Center Platform for SCMF

January 27, 2009

PacketBase, Inc. providing Unified Communication Solutions and Systems Integrations announced the completion of the design and deployment of Avaya’s IP Communications and Contact Center platform for the Santa Cruz Medical Foundation (SCMF). SCMF is a part of the Palo Alto Medical Foundation (PAMF).

“We are continually seeking ways to provide extraordinary patient service and value,” said Marian Piper, Technical Planning Manager at PAMF. “With PacketBase, our aggressive 12 month timeline for SCMF was completed without issues, on time, and on budget. It is apparent that PacketBase truly abides by their motto to be an extension of our team.”
PacketBase has designed and implemented a centralized and consolidated solution which will enable SCMF to increase patient satisfaction efficiently.
The solution includes a Voice Network based on technologies from Avaya, Cisco and AT&T along with 15 standalone legacy PBXs and more than 2,000 ports which have been consolidated to one centralized IP Communications solution. Failover architecture has been deployed at the primary Hospital for increasing reliability.
The solution is designed to be 100 percent locally survivable in any location including Enterprise ESS redundancy. The network is populated with a combination of IP Telephones and other Digital end points. VoIP access is provided between all sites, said PacketBase.
The network is extended to other Sutter Health Affiliates through Avaya’s front-end IP Gateway integration to NEC PBXs. A new centralized 300 Agent Elite Call Center with advanced CMS reporting and provision of ongoing support via PacketBase’s OnDemand Remote Managed Services are also included.
PacketBase clients in verticals category includes organizations in various sectors like technology, healthcare, manufacturing, services and others.
PacketBase is a service oriented provider of Unified Communications solutions catering to mid and large enterprises. It employs powerful IP communications, contact center and unified messaging technologies. The company’s suite of services includes OnPremise, OnDemand and Advanced Services.
The SCMF is a member of the Sutter Health family of not-for-profit hospitals and physician organizations which strive to improve healthcare quality by sharing resources and medical expertise among them.

Shamila Janakiraman is a contributing editor for unified communications. To read more of Shamila’s articles, please visit her columnist page.

Edited by Jessica Kostek

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