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Comprehensive Pain Specialists Relieve Contact Center Agony with Avaya


Avaya Enterprise Cloud: xCaaS solution improves quality, functionality and flexibility

Santa Clara, Calif. –May 24, 2017 – Comprehensive Pain Specialists (CPS) makes it their mission to help patients find relief from all types of pain. To alleviate a major sore point responsible for significant dysfunction in its communications and patient service operations, the only answer was a complete replacement with an Avaya Enterprise Cloud: xCaaS solution.

Comprehensive Pain Specialists operate more than 50 clinics in 12 states. The legacy hosted solution supported a single, shared call center that caused a number of headaches for both patients and staff. Dropped and missed calls, poor audio quality and other issues led some staff members to set up their own shadow systems or use mobile phones as a work around.

An Avaya Enterprise Cloud: xCaaS solution was the antidote CPS needed. Avaya assisted in designing the system and working with the managed services provider to ensure CPS would have a system that would help the company achieve its primary mission. The cloud model offers more flexibility in connecting the clinics, managing operational expenses and supporting the company’s growth plans.

The new solution immediately improved call quality and functionality, reduced installation costs at branch and remote locations, as well as the number of trouble tickets and complaints the previous system had engendered.

Read more about Comprehensive Pain Specialists and Avaya in the case study.

Bobby Tishaw, vice president, IT Operations for CPS, said:

“The cloud option for Avaya was a no-brainer because it ended up being cost-neutral to what we were paying – but we knew the system would work, and we knew it would scale with us.

“With Avaya, there’s always been an attitude of, we do have products that are great and can serve you, but we’ll figure out what’s best for you. The way I work, I need vendor partners, not just vendors trying to sell to me.”

About Comprehensive Pain Specialists

CPS was founded in 2005 with a vision of experienced physicians and staff dedicated to identifying and treating all types of pain. By offering a multimodal approach to pain, CPS focuses on helping patients to regain life and achieve optimal outcomes. CPS is committed to meeting its patient’s individual needs by providing them with high-quality care and personal attention. Its mission is to help people. CPS wants to increase their quality of life so that they can do the simple things in life...with a smile. CPS is serious help for serious pain.

CPS is committed to meeting its patients’ individual needs by providing them with high-quality care and personal attention at every touch point. In conjunction with office visits, services may include medication management, injections, procedures, and nutrition services. Its providers evaluate each patient and support an overall health and wellness approach.

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications — offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit

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