Customer Spotlight  

University of Texas M. D. Anderson Cancer Center
    Houston, Texas

University of Texas M. D. Anderson Cancer Center Selects 1Call Infinity and eCreator
Systems to Streamline Communication
The University of Texas M. D. Anderson Cancer Center has selected the 1Call Infinity call center system,
and the 1Call eCreator browser-based scripted application system to streamline communications
throughout their entire facility. The M. D. Anderson Cancer Center, located in Houston, Texas, chose these
systems to handle calls for three call centers, and also to implement Web On-Call information. The 24
operator station Infinity and eCreator will be located in the M. D. Anderson Welcome Center.

The 1Call Infinity and eCreator systems work together seamlessly, and will merge three separate M. D.
Anderson call centers into one, reducing operating costs. The first call center, which handles Patient
Information and Appointment Look-up functions, currently receives around 25,000 calls per month.
Operators answer calls and transfer them to patient rooms, and also give callers information on
appointment times and locations. The second call center that will be merged into the 1Call Infinity and
eCreator systems is the Institutional call center, which handles all paging and internal questions. This call
center currently handles 250,000 calls per month. The third call center is the new Patient Referral, where
operators look up diagnosis information and either take the call or route it to the appropriate department.
This call center receives 20,000 calls per month.

Infinity instantly provides operators with up-to-the-second CTI information as they connect to calls,
allowing them to handle calls in a more efficient and cost-effective manner. The eCreator scripts let
operators quickly move through detailed calls, ensuring that they collect all of the necessary information
on every call.

Additional modules selected by the M. D. Anderson Cancer Center include the Infinity Web On-Call
Scheduling feature, which allows physicians, nurses, and staff members to see current on-call schedules
from anywhere via the Web; the Infinity Voice Logger, which records incoming and outgoing calls; and
Perfect Answer, which automatically plays answer phrases in the correct operator's voice, saving time and
eliminating repetitive answer phrases.

Future plans include moving the Information Line to the Infinity and eCreator systems. This call center
takes calls for patients and potential customers regarding cancer-related issues. They handle 2,500 calls
and 1,250 e-mail messages each month. On the Information Line, callers could request information on
becoming a patient, making an appointment, physician services and programs, treatment options for each
diagnosis, clinical research trials, insurance questions, and patient support group information.

About 1Call
The 1Call Division of AMTELCO is the leader in developing and installing systems and applications
designed for the specific needs of the healthcare call center marketplace. As a leader in developing CTI
(Computer Telephony Integration) technology, AMTELCO has an installed based of over $400M worldwide.

For more information on Infinity and eCreator, contact 1Call at (800)356-9148, or visit the Web site at
www.1call.com.