Driving Cost Savings and Digital Transformation with Lumen and Zoom

In the highly competitive healthcare industry, urgent care providers face unique challenges as they expand their operations to meet growing demand. One leading urgent care network with clinics across the U.S. recognized that its aging communication system was no longer sufficient to support its rapid growth. To address these challenges, the organization partnered with Lumen and Zoom to modernize its infrastructure and achieve remarkable cost savings.

The Challenge of Outdated Communication Systems

With dozens of established clinics and more being added every year, this urgent care network relied on an outdated on-premises phone system that was becoming increasingly difficult to manage. Their system included legacy handsets that needed replacement and lacked the flexibility and scalability required for a growing organization.

Compounding the issue, their desktop environment was tied to an entrenched productivity suite that had high licensing costs, and they used a small number of webinar licenses from a third-party provider. While their existing Dedicated Internet Access (DIA) and MPLS services met basic needs, the organization sought to maximize value by renegotiating those contracts alongside its communication overhaul.

The goal was clear: transition to a cloud-based communication platform that could seamlessly integrate with existing workflows, scale with growth and help minimize operating costs.

The Solution: A Unified and Cost-Efficient Approach

Lumen worked closely with the organization to craft a solution that addressed both immediate challenges and long-term goals. Through a Total Cost of Ownership (TCO) analysis, Lumen demonstrated how transitioning to Zoom Phone would significantly reduce expenses.

Zoom Phone was chosen as the hosted PBX solution due to its robust features, scalability and ability to replace outdated handsets with modern softphones. Simultaneously, Lumen’s team worked to renegotiate existing DIA and MPLS contracts, identifying additional savings to help finance the project.

Implementation and Key Features

The final solution delivered to the urgent care network included a Zoom Phone calling plan for direct inward dialing (DIDs) and hosted calling, alongside advanced call center capabilities via Zoom Phone’s Power Pack feature. To ease the transition, Lumen provided state-of-the-art handsets and adapters through its CPE-as-a-Service (CPEaaS) program.

Understanding the importance of minimizing disruption, Lumen offered some incentive credits to help overcome an initial migration period and onboard to Zoom. This staged approach helped the organization smoothly transition its clinics to the new system without interruptions to patient care.

Results and Long-Term Impact

By adopting Zoom Phone and leveraging Lumen’s expertise, the urgent care network realized cost savings on its communication platform that not only improved the organization’s financial position but also freed up resources for reinvestment in patient care and operational improvements.

Lumen’s ability to manage network upgrades and hardware procurement further streamlined the transition, allowing the organization to focus on its core mission. The partnership highlighted the power of aligning network and communication solutions to support growth, efficiency and patient satisfaction.

Building the Future of Healthcare Communications

The success of this project demonstrates Lumen’s commitment to delivering tailored solutions that solve complex challenges in the healthcare industry. By combining cost efficiency with technical expertise, Lumen and Zoom provided this urgent care network with the tools needed to thrive in a competitive market.

As healthcare providers continue to modernize their technology stacks, partnerships like this serve as a blueprint for how strategic collaboration can drive meaningful results. With Lumen and Zoom, organizations can achieve scalable, secure and cost-effective communication solutions that empower them to deliver exceptional care.

This project highlights the value of strategic collaboration between partners. By leveraging expertise in cloud PBX technology and comprehensive cost analysis, the team was able to guide the customer toward a solution that maximized savings, streamlined the transition and outpaced competitor offerings. The partnership enabled seamless execution, aligning technical innovation with the customer’s business goals.

About Lumen and Zoom: Better Together for Seamless Communication

Lumen and Zoom are redefining how businesses connect with their customers by combining Zoom’s industry-leading communication platform with Lumen’s advanced global network. This partnership delivers seamless, cloud-based communication solutions—including video, voice, email, chat and social media—backed by Lumen’s reliability, security and performance.

Lumen has achieved Platinum status in Zoom’s Partner Program, earning recognition for its expertise. With more than 600 certifications across key competencies like Zoom Phone, Customer Experience (ZCX) and Cloud Peering, Lumen offers businesses comprehensive support to simplify deployment and optimize their communication platforms.

Together, Lumen and Zoom empower businesses with tools and end-to-end support to enhance customer experiences, drive growth and unlock efficiencies. From onboarding to renewal, Lumen’s certified customer success teams help ensure businesses achieve long-term success with Zoom solutions.

Discover how Lumen and Zoom can transform your healthcare communication with secure cloud-based solutions.

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