Located in Houston, Memorial Hermann is the largest not-for-profit healthcare system in the Southeast. Memorial Hermann Healthcare System is dedicated to improving quality and patient safety as recognized with the National Quality Forum award in 2009. With Memorial Hermann support center's 23 agents, they continue the quality approach by providing the first line of support for 4,100 affiliated physicians at numerous locations.

Based on ongoing feedback from the growing physician network and the need for a support center that meets HIPAA requirements, Memorial Hermann charged a multidisciplinary team with developing a secure, HIPAA ready and network-compatible physician support line. Dur¬ing their requirements mapping phase, the taskforce determined that in order to launch the support line they would need a solution that could connect securely to offsite and off-network physicians and their offices.