When you've got a lemon, make lemonade. That's basically what Medical Mutual of Ohio did when the Cleveland-based health insurer decided it was time to ditch its 15-year old phone system.While installing a new private branch exchange (PBX) and automatic call distributor (ACD), the company took advantage of the new technology's advanced functionality to bring its two call centers up to award-winning status.

"We went from having the technical issue of buying a new phone system to fully exploiting new technology and adding a lot of value to the business," says Andy Balazs, vice president, enterprise technology advancement, infrastructure and operations, at Antares Management Solutions, Medical Mutual's IT subsidiary.

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