Virginia Commonwealth University Medical Center is a large academic medical institution and the region’s only Level 1 Trauma Center for both adults and children, serving patients across Richmond, Virginia. As a major teaching hospital, VCU handles a high volume of calls related to patient scheduling, admissions, transfers, room service, and care coordination. Using the Avaya Aura Communication Manager platform, VCU sought a HIPAA‑compliant voice and screen recording solution to support regulatory compliance and quality assurance. The organization also aimed to improve agent evaluation and mentoring through digital tools and automated coaching, enabling consistent service delivery, effective staff development, and secure handling of sensitive patient interactions.

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