The Challenge

Before Verge, FHCSO's communications ran on a combination of subpar telephony hardware paired with Microsoft Teams—a setup that created persistent, disruptive problems across all four clinic locations.

Receptionists at each site were simultaneously managing walk-in patients and fielding a high volume of phone calls. Dropped calls were routine. The call tree didn't function reliably. There was no call center to absorb overflow, and management had no visibility into call data at all. For a health center where every unanswered call could mean a patient going without care, this wasn't just an IT problem—it was a patient access problem.

The Solution

Verge deployed a fully managed, cloud-hosted VoIP platform across all FHCSO locations, replacing the Teams telephony infrastructure with a purpose-built communications system designed to scale with the organization:

• Hosted VoIP platform — Verge manages everything; zero on-prem hardware burden for FHCSO
• ACD (Automatic Call Distribution) powering a brand-new centralized call center
• Intelligent call tree routing patients to the right department quickly—without frustrating menus
• Overflow routing from individual clinics into the central call center—no more unanswered rings
• Direct Inward Dial (DID) numbers for every staff member across all four sites
• Voicemail-to-email integration for streamlined message management
• MyCLAB mobile & desktop app — full phone functionality from any device, anywhere
• Real-time call reporting dashboards giving management full visibility for the first time
• Seamless inter-site calling connecting Tishomingo, Kingston, Atoka, and Colgate

The Results

With Verge, FHCSO didn't just fix its phone system—it reshaped how the organization handles patient communications across four clinic sites. What began as a call quality crisis evolved into a full communications transformation.

• Call center staff reduced from 4 to 2 — agents got so efficient with the new tools that fewer were needed
• Reception call volume dramatically reduced — front desk staff freed to focus on patients walking through the door
• Dropped calls eliminated from day one — immediate, noticeable improvement upon go-live
• Zero on-prem telecom hardware — Verge manages the entire hosted environment
• Full call reporting visibility — from zero data to real-time dashboards overnight
• All four clinic sites connected — seamless internal calling across the entire organization