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Cisco Case Study: Mercy

Taking patient care to the highest level

Drawing from deep experience–hundreds of years caring for patients, and 43 hospitals across five states – Mercy designed the Virtual Care Center to bring together the best minds to provide patient-centered care, advance technological innovations, and identify opportunities to make care more accessible, more affordable and more comprehensive.



  • 200+ separate PBX systems were unreliable, difficult to manage, and costly to maintain
  • Patient frustrations were increasing with longer caregiver call pick up and hold times
  • Staff frustrations were escalating with inefficient communications tools and services


  • Empowered caregivers collaborate better with highest-quality, reliable voice services
  • Faster call pick up plus patient's records simultaneously displayed on caregiver's monitor
  • Collaborative environments improve communications and productivity among co-workers

Cisco contact center solution improves patient care

Cisco Contact Center has improved our efficiencies, gaining us an additional 6 hours a day because of faster call pick ups and patient hold times.

Cindy Rydberg, Executive Director of Nurse On Call, Mercy

Who is Mercy?

Industry: Healthcare
Location: St. Louis, Missouri
Website: http://www.mercyvirtual.net