Fidelis Care New York had four geographically disparate call centers that each functioned as a stand-alone system. As a result, Fidelis experienced difficulty routing callers to the appropriate resource.

Juma consolidated the disparate systems into a single, distributed IP call center. The solution revised call flows to share resources across the locations and more efficiently handle call traffic. The tightly integrated phone systems provided the latest call-center applications with full redundancy. The new Contact Center enabled Fidelis to increase call-answer and call-closure rates by tapping into a larger pool of agents, which vastly reduced call abandonment rates.