Customer Success Story
Lifeline of Ohio
Industry: Healthcare and Public Service
Lifeline of Ohio is an independent, non-profit organization that promotes
and coordinates the donation of human organs and tissue for transplants.
It serves as the designated organ procurement organization for 38 counties
in Ohio and two in West Virginia. Lifeline of Ohio provides services to
64 hospitals and the communities they serve through its procurement and
tissue coordinators and other professional staff.
Business Challenge
The organization handles approximately 100 calls per day with a 24/7 staff
of three agents. Until it became cost prohibitive, Lifeline of Ohio had
outsourced its telephone and call recording operations. After that, they
put in place a USB-based call recording solution, but that quickly proved
inadequate to manage and store their call volume.
To better serve its communities, Lifeline of Ohio needed a call recording
solution to:
- Verify consent for organ and tissue collection
- Ensure compliance with policies and regulations such as electronic medical
records usage and the Health Insurance Portability and Accountability
Act (HIPAA)
Solution
The company initially installed Tracer in 2007. Features that have proven
particularly useful for Lifeline of Ohio include:
- Call Storage: Tracer's storage capabilities let uses maintain
a library of calls both on their server and in a variety of archival methods,
such as CD, DVD and other media
- Search: Powerful search capabilities make it easy to find any
call based on a number of different search criteria.
- Call Sharing: Tracer's Talkument® voice documentation capabilities
let users share calls via a secure, permissions-based link, rather than
an unsecure sound file format, such as .WAV or .mp3.
Before Tracer, Lifeline of Ohio had tried a small, USB-based recording
solution. "That lasted about a month," said Lifeline's Brandon
Boyce. "We got so many calls it just couldn't handle it anymore. We
needed something that could handle all the calls. Also, it was a software-based
solution; for any person that needed to listen to the calls we'd have to
go in and make sure they had the software installed and if they didn't we'd
have to install it. With Tracer, we just…give them the appropriate
access to listen to the certain calls that they need to listen to and off
they go."
Additional benefits for Lifeline of Ohio have included:
- Ease of Maintenance: When the server storage volume starts to get high,
calls are offloaded to DVD and stored in a secure location.
- Ease of Administration: Tracer enables administrators to quickly remove
old users, add new ones and assign their access permissions.
Regarding administration, Boyce said, "It's really easy. Just go in,
add a name, give them a password and tell them how to get there."
Since Lifeline of Ohio deals with sensitive medical information, records
retention and security is vital to their operations. "We haven't set
a policy for how long we're going to keep them yet, but when files on the
server reach about four gigabytes, we archive them to DVD and put them in
a safe."
Boyce also has been pleased with the quality of support he has received.
"OAISYS products and support are really good," he said. "We've
only had one problem, and a tech was able to hop on there and fix it in
no time."
About Tracer: Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS
Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice
documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD
functionality is paired with Tracer’s advanced contact center management features, including employee performance
evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized
desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel,
Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.
