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Tufts Medical Center

Engage WFO benefits Tufts Medical Center patients.

Tufts Medical Center includes a children’s hospital, five affiliated hospitals, and a network of over 1,700 world-class physicians. Tufts Medical Center delivers patient-centered care to the communities it serves. With its network of physicians, academic institutions and hospitals, and community partners, Tufts Medical Center continues a tradition of healthcare innovation, leadership, charity, and the highest standard of care and service for all.

"We selected Engage WFO because it meets our needs. We were surprised that it provides the same capabilities as other systems that cost much more."

Gene Pelland, Director of Telecommunications and Operator Services

The Challenge

Tufts Medical Center needed a 100% call recording system that enables its contact center to comply with HIPAA patient data privacy and security requirements. Contact center operators take 2,000 in-bound calls per day. The center needed a solution that is easy to learn and use, with straightforward navigation. Contact center phone operators needed training that minimizes work interruption and enables them to learn skills easily at their own pace.

The Solution

To find a solution that met these key criteria, Gene Pelland, Tufts Medical Center Telecommunications and Operator Services Director, completed a due-diligence search. After reviewing proposals from potentially suitable call recording and workforce optimization solution offerings, the team chose TelStrat’s Engage WFO call recording and quality management system. Tufts Medical Center staff was particularly impressed with Engage’s ease of learning and intuitive usability. Initial training, conducted onsite, was excellent. After initial training, webinar sessions continue as needed so new operators can acquire user skills quickly.

Tufts Medical Center security and legal staff reviewed Engage WFO to ensure its interaction recording is HIPAA compliant. And, since the healthcare provider always focuses on containing costs and saving money, Tufts Medical Center selected Engage WFO over competitors whose proposed solutions were more expensive. TelStrat offered greater value at a lower cost.

Quality Evaluation


Users create flexible quality evaluations on demand.

The Results

Since the solution’s go-live date, Tufts Medical Center contact center manager has become a champion for Engage WFO. Use of the solution has expanded across the organization not only for the patient care contact center, but also for handling security, emergency, and finance (patient accounts payable and collections) department contacts, and for triage of calls to other departments and patients’ doctors.

As Linda Antonelli, Manager of Operator Services and Telecommunications, attests, “Our customer service quality staff selectively plays example call recordings back to operators to help them learn how to improve call handling. TelStrat’s training is great and not complicated, which helps new operators acquire user skills quickly.”

The Benefits

  • Improved customer service with enhanced QA and coaching
  • Minimized liability with 100% recording
  • HIPAA compliance with desktop analytics and encryption

What's Next?

Tufts Medical Center’s current telephony system may need to be replaced by the end of the decade due to organizational growth and its need to continually advance with enabling technologies.

Engage WFO is integrated with all leading telephony systems, in addition to the medical center’s current Avaya platform. This platform independence provides reassurance that the solution will remain a valuable asset whatever future platform may be used. TelStrat will be able to move the solution and the center’s archived recordings to any new platform Tufts Medical Center may select.


Analyst/Media Relations Phone: 972-543-3475