Case Study: Aston Healthcare   Saving $1.9 Million a Year: How Empire Telecom Helped Aston Healthcare Modernize Their Network Without Spending a Dime Upfront   Aston Healthcare is a forward-thinking healthcare group with a growing national footprint. They’re known for running efficient, patient-focused facilities — and they expect the same from their partners. So when their leadership team began reviewing telecom and IT expenses across the organization, something stood out: they were spending far too much for far too little. Phones, internet, and TV services were coming from a mix of legacy vendors. Pricing varied wildly from building to building. And worst of all, many of the systems weren’t even built for healthcare. They were designed for offices, small businesses — not complex care environments that demand 24/7 uptime, simplicity for staff, and seamless support. That’s when Empire Telecom got the call.   The Discovery Empire’s audit team went to work quickly, conducting a line-by-line review of services across the entire Aston portfolio. We weren’t just looking for billing mistakes — we were looking at the big picture. How were services provisioned? What systems were in place? Where were redundancies hiding? What we found wasn’t surprising, but it was staggering: by restructuring services, removing outdated equipment, renegotiating key contracts, and switching to a modern unified model — Aston could save nearly $1.9 million per year.   Even more compelling? We could transition them to the new model without a single dollar of upfront capital.   The Empire Difference Most telecom companies show up with a pricing sheet and a timeline. Empire came with a strategy. We completely replaced Aston’s telecom stack — including voice systems, primary and backup internet, TV services, and internal communication tools — all while managing deployment building by building. Our solutions were designed for healthcare from day one: HIPAA-conscious, zero-touch for administrators, and always-on for staff and residents. Even with dozens of sites involved, Aston’s operations team never had to coordinate installs. We handled it all — from white-glove onboarding to on-site visits and staff training. Every facility got the same high-touch service: clear contact info, support escalation protocols, and access to Empire’s online portal. The rollout was so smooth, Aston ended up accelerating their transition schedule.   From Vendor to Partner What impressed Aston’s leadership wasn’t just the savings — it was how easy the process felt. Empire handled everything quietly and efficiently, working behind the scenes to execute a nationwide upgrade without disrupting daily operations. Our team piloted Empire in a few buildings, and the experience was flawless. They worked around us, never the other way around. We didn’t even have to think about it — and now we’re saving millions.” — Chief Operating Officer, Aston Healthcare Empire didn’t just win a contract. We earned a seat at the table. Now, with services live across Aston’s network, we continue to monitor, optimize, and manage everything — ensuring that their systems evolve as their business does. And because there were no upfront costs, every dollar saved drops straight to the bottom line.  

Case Study: Aspire Healthcare   From Crisis to Continuity: How Empire Telecom Rolled Out Services for Over 100 Facilities in Under 30 Days   When Aspire Healthcare finalized the acquisition of more than 100 senior care facilities, it wasn’t a simple ownership change. The previous operators were exiting fast — and they were taking their services with them. Internet, phones, and even television services were set to be pulled within weeks. Aspire wasn’t just acquiring real estate and resident populations — they were inheriting a ticking clock. In under 30 days, they needed to rebuild infrastructure across their entire portfolio or face a disastrous service interruption for thousands of residents and staff. That’s when they called Empire Telecom.   The Problem Most transitions in the healthcare world come with long planning windows, vendor onboarding, and phased implementation. Aspire didn’t have that luxury. The outgoing ownership had contracts in place that weren’t transferable. Many of them were poor deals to begin with — overpriced, underperforming, and outdated. But even bad contracts are better than nothing when you’re facing a hard cutoff date. The threat was real: buildings would go dark, residents would lose TV service, phones would stop working, and internal operations would stall without connectivity. One facility in North Florida — Aspire at Palma Sola Bay — had already lost TV access days after the transition. Residents were confused. Staff were frustrated. And Aspire’s operations team was still trying to figure out where to begin. Empire didn’t wait for a kickoff call.   The Empire Response The moment we got the green light, our operations team dropped everything. We had facilities from Florida to the Northeast all needing installs — immediately. We mobilized dozens of technicians, fast-tracked logistics, and launched a nationwide effort to bring every building online. In the case of Aspire at Palma Sola Bay, we couldn’t even wait for a local crew. Our own operations team in New York rented a pickup truck, loaded equipment from our warehouse, and drove straight through the night to deliver and install a new system — personally. No vendors. No delays. No excuses. We brought Aspire a full-suite solution: enterprise-grade internet, backup circuits, voice systems, and TV powered by the COM3000 platform — complete with regional sports, local channels, and our award-winning community channel system. In every building, we ensured local staff knew how to get help, escalate issues, and feel supported. And somehow, we got it done — all of it — within the 30-day window.   A New Standard of Support Aspire didn’t just need a vendor. They needed a partner who understood urgency, scale, and the unique pressure of managing care environments. Empire became that partner. By the end of the month, over 100 Aspire facilities were fully transitioned, with modern systems and a unified support framework. There were no handoffs, no excuses, and no finger-pointing. Aspire had one number to call, one portal for visibility, and a team that showed up — literally — when it mattered. I’ve never seen a vendor drop everything and get in a truck to install equipment across state lines. Empire saved the day. No one else could’ve pulled this off.” — Aspire Healthcare Executive Team Member   Beyond the Emergency What started as an emergency rollout became a long-term collaboration. Empire continues to support Aspire across their entire footprint, bringing continuous upgrades, cost monitoring, and hands-on account management. With every new facility that joins the Aspire family, Empire is ready on day one.

Case Study: National Health Care Associates   How Empire Telecom Helped One of the Country’s Largest Senior Care Providers Unify Services, Cut Costs, and Finally Get the Support They Deserve   National Health Care Associates (NHCA) operates over 35 skilled nursing and rehabilitation centers across the Northeast, delivering post-acute care, memory support, long-term services, and more. But behind their clinical excellence, NHCA was grappling with a problem that had nothing to do with healthcare — and everything to do with technology. For years, their facilities operated with a patchwork of telecom vendors, outdated service contracts, and little consistency across locations. Some sites had legacy phone systems; others were still on old-school cable contracts. Internet reliability varied wildly, and when something went wrong — which happened often — there was no clear path to resolution. Worse, every facility had to manage its own telecom relationship. That meant dozens of vendors, invoices, support numbers, and pricing structures. And it all rolled up to a corporate team that had little visibility into the real-time performance of their network. NHCA was not alone — this scenario plays out across the healthcare industry every day. But what made NHCA different was their decision to fix it, and fix it decisively.   The Empire Telecom Partnership When NHCA approached Empire Telecom, the goal was simple: unify, simplify, and upgrade — without sacrificing service or inflating cost. What they got was more than that. Empire began with a full-scale audit across every facility, identifying opportunities to consolidate services, eliminate redundant or overpriced contracts, and prepare each site for a futureproof setup. But the key wasn’t just switching out old vendors for new ones — it was Empire’s hybrid model. Rather than replacing all existing circuits or providers, Empire acted as a managed aggregator. NHCA would keep the major carrier infrastructure in place when it made sense — but everything would be rerouted through Empire: one contract, one portal, one support number. And pricing? Lower than what NHCA was paying on its own. Empire provided NHCA with high-speed internet, upgraded voice systems, TV solutions tailored for senior care, and most importantly, a dedicated account rep for every region — someone reachable directly by cell, 24/7. Their operations team gained access to a real-time portal that gave them clear insight into all services, ticket statuses, and billing. Support went from “submit and wait” to “text and done.”   Results That Spoke for Themselves In a matter of months, NHCA reduced telecom costs significantly across the board. Internal teams spent less time chasing down vendors, and facility directors reported improved satisfaction thanks to faster response times and clearer escalation paths. For the first time, telecom was no longer a source of stress — it was a system that worked the way it should. We used to have a mess of vendors and no one to call when things broke. Now we have Empire. They saved us money, cleaned up our contracts, and gave us real service. Our only regret is not calling them sooner.” — Director of Operations, National Health Care Associates What started as a cost-savings initiative turned into a long-term partnership. Today, Empire manages NHCA’s services across the network, continuously auditing for new savings opportunities and supporting every facility like it’s their only one.

Case Study: Centers Health Care   20 Years of Evolution: How Empire Telecom Became the Technology Backbone for One of the Nation’s Largest Post-Acute Care Networks   For nearly two decades, Centers Health Care has grown into one of the most respected and expansive healthcare networks in the U.S. — operating skilled nursing, assisted living, and rehabilitation facilities across multiple states. But with growth comes complexity, and as their portfolio expanded, so did the challenges of managing telecom, internet, and resident services across dozens of facilities. Fortunately, they didn’t have to navigate that evolution alone. From the very beginning, Empire Telecom was there — not just as a vendor, but as a proactive, long-term technology partner.   A Unique Challenge: Keeping Pace with Growth Unlike many operators who turn to Empire to fix a problem, Centers was already growing rapidly — and their telecom needs were growing right alongside them. But staying ahead in a constantly shifting technology landscape takes more than just plugging in new lines. It takes strategy, oversight, and a deep understanding of the healthcare environment. Centers Health Care needed a partner who could grow with them — one who didn’t just react when things went wrong, but actively worked to make sure they didn’t. They needed someone to manage vendor transitions, spot savings, and upgrade infrastructure as the industry evolved. And they needed it done without bogging down their internal operations team.   Empire’s Lifecycle Approach Empire didn’t wait to be asked. We made it our business to know their business. As new contracts approached renewal, we proactively audited services and renegotiated better rates. As new technology became available, we proposed upgrades — often before Centers even had to ask. When Centers acquired new buildings, we helped identify old service contracts, replaced outdated systems, and made sure everything was transitioned smoothly. No RFPs. No surprises. Just a partner who showed up early, stayed late, and made it seamless. Through it all, we remained aligned with Centers’ operations and finance teams, ensuring that every service — from voice to internet to TV — was priced correctly, billed cleanly, and backed by white-glove support. Our team wasn’t just a support resource. We became an extension of theirs.   A System That Works With Empire managing the lifecycle of their telecom services, Centers has been able to stay focused on what matters most: providing care. They no longer waste time chasing support tickets or tracking down old invoices. Instead, they use our centralized system to get a full picture of every facility’s services — in one place. They have access to dedicated Empire account managers who understand their structure and respond with urgency and context. More importantly, they trust that we’re always working behind the scenes — running audits, catching mistakes, and making recommendations that save money and improve outcomes. With Empire, it’s never just about keeping the lights on. They’re constantly thinking three steps ahead. We’re not just supported — we’re upgraded.” — Regional Operations Director, Centers Health Care   A Model for the Industry What started as a vendor relationship nearly 20 years ago has grown into a model of what true partnership looks like in healthcare technology. As Centers continues to expand into new markets and bring more buildings into their network, Empire is already there — onboarding, optimizing, and supporting each site as if it were the only one. The best part? They don’t have to ask. We’re already on it.  

Salesforce Integration Our Salesforce native integrations are available for both CX and Unite users. This integration empowers you to accomplish numerous tasks seamlessly. Here are some key highlights: Embedded Dialer: Access an embedded dialer directly within Salesforce, eliminating the need to switch tabs or rely on your desk phone. Make calls directly from your Salesforce dashboard hassle-free. Caller ID: Within the dialer, effortlessly toggle between outbound caller ID options. Customize your caller ID on the fly, whether you prefer using your direct number or the company line. Additionally, when reaching out to contacts in different locations, easily switch to a local number with just a few clicks.Call Pops: Incoming calls automatically pull up the associated record in Salesforce, providing you with all pertinent caller information before answering the call.PIN Feature: Pin calls to different records instantly using the PIN feature, enabling seamless organization and access to relevant information. Call records are automatically saved within Salesforce, ensuring comprehensive documentation of communication activities. Furthermore, our integration allows for the triggering of various actions within Salesforce through webhooks. Below is a list of actions that can be triggered: – Call Answered- Call Completed- Call Missed- Call Ringing- Voicemail Received- Call Blocked- Call Busy- Emergency Call- Voicemail Missed- Voicemail Notify- Call Park- Call Unpark- Call Hold- Call Forward- Call Recorded- Call Resume- Call Blind Transfer- Call Consultative Transfer- Ring group call queue entered- Ring group call tier ringing- Ring group call queue complete- Call Pickup- Click-to-Call Call- Message Received- Call recording failed 

DialPad AI https://youtu.be/5nxaVynNbsg?list=PLZBTEcyiNkYttDpumppS19XOiGiWQFDCX   Unlocking the Power of Natural Language Processing with Dialpad Ai At Empire Telecom, we’re constantly seeking cutting-edge solutions to enhance your communication experience. One such innovation is Dialpad Ai, which leverages Natural Language Processing (NLP) to redefine the way you connect with your customers. Let’s delve into the incredible features that Dialpad Ai brings to the table:   🌐 **Natural Language Processing (NLP): Real-time Insights** Dialpad Ai is built on the foundation of NLP, allowing it to analyze your customer conversations in real time. NLP processes incoming conversation data with precision, capturing and transcribing every word accurately, creating an easily readable format for your records.   🧠 **Machine Learning: Continuous Improvement** Dialpad Ai doesn’t stop at NLP; it harnesses the power of machine learning to evolve over time. The more your organization utilizes Dialpad Ai, the smarter it becomes. With every conversation, it learns and adapts, resulting in increasingly accurate transcriptions. Over time, this technology ensures that call center transcripts reflect the subtle nuances and unique vocabulary of your business and industry.   🎙️ **Voice Recognition: Speaker Identification** Dialpad Ai offers a nifty feature – it can distinguish between speakers in the transcript. This means that in your conversation records, you always know who said what, providing clarity and context.   📜 **Real-time Transcription: Exceptional Accuracy** Dialpad’s AI transcription feature is renowned for its real-time accuracy. It transcribes your conversations as they occur and displays a running transcript during meetings, exceeding the precision of most competitors.   📊 **Live Call Sentiment Analysis: Enhancing Customer Interactions** For businesses with contact center teams, Dialpad Ai offers live call sentiment analysis. Supervisors can easily monitor multiple calls simultaneously, assessing caller-agent sentiment in real time. It’s an invaluable tool for understanding and enhancing customer interactions.   📝 **Post-call Summary: Streamlined Follow-ups** After each call, Dialpad’s Ai Recap feature gathers your transcript, action items, highlights, and manual notes into a user-friendly summary. This makes it easy to quickly recap critical discussion points and efficiently follow up with colleagues and customers.   🔀 **Easy On/Off Toggle: Customized Control** Dialpad Ai puts you in control, with the ability to turn it on or off for sensitive conversations with a simple click. It ensures that you have privacy and flexibility.   📢 **Real-time Assists: Scaling Coaching** Dialpad Ai empowers you to create Real-time Assist (RTA) cards with customized notes that trigger automatically when specific keywords or phrases are spoken during calls. Think of it as scalable, real-time coaching for your teams.   📈 **Speedier QA: Quality Assurance Made Efficient** Dialpad’s Ai Scorecards accelerate quality assurance processes, reducing compliance risks and highlighting coaching opportunities. It automates the review process, saving time and ensuring consistent quality.   🎯 **Live Guidance for Sales Teams: Sales Excellence Simplified** With Ai Playbooks, supervisors can easily track sales team adherence to methodologies like BANT, SPIN, and SPICED. Dialpad Ai automatically suggests questions and phrases to ensure that key sales criteria are met during calls, making sales guidance easier than ever. Experience the future of communication with Dialpad Ai. Book a product tour today to see it in action and unlock its potential for your business. Empower your conversations, enhance your business, and embrace the future with Dialpad Ai.