While working as a Call Center Analyst for Blue Cross and Blue Shield of GA (96 to 99) I was assigned to a panel that was supposed to design and implement a new customer service routing system that would replace our legacy PBX.

The goal was to use the new technology to virtually combine BCBSGA’s Columbus and Atlanta call centers (when you combine call centers into a larger group you achieve greater efficiency).

Even though our group’s task was to evaluate new products, I decided to take a deeper look into our existing Siemens PBX. In the documentation, I discovered unused functionality that would allow us to combine the call centers with the existing system. I setup a lunch-time/after work team of analysts and engineers and we created a working model that was eventually adopted by the company.