U.S. Oral Surgery Management (USOSM) had grown from 35 to over 160 locations in 24 states. Its legacy UCaaS platform had no integrated contact center, no true reporting, and no path to omnichannel patient engagement. Telmac delivered a unified UCaaS and CCaaS environment built for multi‑site healthcare operations at scale.
U.S. Oral Surgery Management | 160+ Locations | 24 States | 35→160+ Site Growth | Legacy UCaaS Without CCaaS
U.S. Oral Surgery Management (USOSM) had grown from 35 to over 160 locations across 24 states in a few short years. Its communications infrastructure had not kept pace. The legacy UCaaS platform offered no integrated contact center, no true reporting and analytics, and no path to omnichannel patient engagement.
Patient Scheduling and Revenue Cycle Call routing was inefficient, third‑party reporting tools created silos rather than visibility, and the existing provider had no CCaaS roadmap. USOSM was carrying communications infrastructure built for an organization a fraction of its size, at a moment when scheduling and revenue cycle operations needed to move in the opposite direction.
Legacy routing logic produced delays and caller frustration. Reporting and analytics were spread across disconnected third‑party systems, blocking the data visibility required to manage scheduling and revenue cycle operations at scale.
The existing UCaaS provider did not offer a CCaaS platform. Any contact center capability required bolting on a third‑party platform to a dated UCaaS environment, adding complexity without resolving the underlying gaps in quality management or unified analytics.
The platform could not adapt quickly to changing operational needs and could not integrate with the applications USOSM relied on, including CRM data needed to surface patient context to team members during interactions.
A legacy UCaaS platform without true contact center capability, fragmented reporting, and limited integration replaced with a unified UCaaS and CCaaS environment built for multi‑site healthcare operations at scale.
Legacy UCaaS replaced with a cloud‑based unified communications platform providing reliable, scalable voice, chat, meeting, collaboration, and fax infrastructure across all 160+ locations.
Third‑party CCaaS workarounds eliminated in favor of an integrated contact center platform with quality management, quality assurance, AI toolsets, and a unified reporting and analytics, delivering the operational visibility that scheduling and revenue cycle operations required.
CRM integration surfaced patient information directly within the communications platform, turning every interaction into a context‑rich engagement rather than a cold lookup.
This was a full UCaaS and CCaaS modernization spanning 160+ locations across 24 states, replacing fragmented legacy infrastructure with a single integrated platform built for the scheduling, contact center, and revenue cycle operations that drive multi‑site healthcare administration.
“This has been one of the most ambitious technology initiatives we’ve taken on as a team. The newly deployed platforms are reliable, efficient, and easy to use, providing all the analytics we need to be efficient and agile moving forward. The Telmac Group team provided exceptional support throughout the implementation process, including hands on keyboards for the QA and UAT portions of our deployment.”
— Ken Harrell, VP of IT, USOSM
Telmac evaluated the UCaaS and CCaaS marketplace against USOSM’s actual operational needs, identifying gaps in the legacy environment and defining the requirements for a platform that could support continued multi‑site growth.
Telmac designed a comprehensive solution combining cloud‑based unified communications with integrated contact center capability, intelligent call routing, advanced reporting and analytics, and CRM integration, built to scale well beyond its current footprint.
Telmac stayed engaged through implementation, QA, and User Acceptance Testing, providing hands‑on‑keyboards support during the deployment phases that most advisory engagements treat as the client’s problem.
For multi‑site healthcare administration, the phone system isn’t a back‑office utility. It’s the platform that scheduling, patient communication, and revenue cycle management actually run on. Legacy UCaaS becomes an operational ceiling.
Adding a third‑party CCaaS to a dated UCaaS platform produces integration debt without resolving the visibility gap. Unified platforms exist because the alternative isn’t just inefficient. It’s structurally incomplete.
Most advisory engagements close at contract execution. Multi‑site rollouts succeed or fail during QA and UAT, which is why hands‑on‑keyboards engagement through deployment matters more than the procurement step.
Communications infrastructure is operational infrastructure for multi‑site organizations. A unified UCaaS and CCaaS platform doesn’t just lower cost. It removes the daily friction in scheduling, patient engagement, and revenue cycle operations that legacy systems quietly accumulate.
