8x8 shines the light on the amazing members of our community. In this post, we spotlight Samir Trivedi of Benecare.

8x8: Samir, tell us about your job.

Samir Trivedi (ST): In 2008, I joined the Medicare team as they set up a new office in Hartford, CT to manage health and dental insurance for Medicaid clients in the state. It was an exciting opportunity to be part of the Connecticut Dental Health Partnership (CTDHP) and Benecare and build the office from scratch.

Starting with a small team of 8-10 people, we now have around 55 dedicated individuals working here. Designing the entire IT operation required a combination of knowledge, experience, and hands-on work. Collaborating with vendors like Dell and HP, we ensured we had the right infrastructure in place. Over time, we made significant changes, including transitioning to 8x8 in 2018, which greatly improved our systems. We are also gradually moving our operations to the cloud, although certain aspects must remain in-house due to state regulations. Managing client data for approximately 1.2 million Medicaid clients securely is a crucial responsibility we uphold. It has been incredibly rewarding to witness the growth and evolution of our office. I'm proud of the progress we have made and the dedication of our team.

8x8: What path led you to your current role?

ST: I pursued a bachelor's degree in electrical engineering in India, where I witnessed the early stages of computer technology. I obtained a Novell certification in networking, building a strong foundation in the tech world. But before making my way to the United States in 1997 on an H1-B visa, I spent around one-and-a-half years in Uganda, working in non-technical roles for a paper products company. It was a unique experience, as I navigated a different culture, work mindset, and work environment. The challenges I encountered in Uganda prepared me for the transition to the United States, where I eventually joined a technology company in Hartford, Connecticut. These diverse experiences, though challenging, provided invaluable life lessons that shaped my professional growth.

8x8: What communications transformations have you driven as a tech leader at CDHP?

ST: At CDHP, we decided to move away from our AT&T legacy setup and embrace VoIP. It was a big change for us. We had a couple of T1 lines from AT&T that served our call center and regular operations. We had on-premise equipment to handle tasks like adding or removing users, ensuring proper connectivity, and generating reports. During that time, we had this box installed in our office that connected all the phones to the VoIP lines. We kept this setup going for about 10 years.

Our transition to 8x8 completely transformed our communication system. With everything now on the cloud, the main focus is ensuring a solid connection between 8x8 and our firewall, along with reliable internet access. As a result, our call centers have experienced significant improvements. Our call center representatives are thrilled with the user-friendly interface, as they are quite tech-savvy. They seamlessly switch between using it on their cell phones and laptops with headsets, even when working from home. The transition to remote work during the pandemic was a breeze, as all they needed was a reliable internet connection.

Integration with the call center software facilitates smooth messaging between representatives and managers, thanks to API functionality and text messaging capabilities. Overall, the switch to 8x8 has revolutionized our operations and enhanced communication efficiency across the board.

8x8: How do you stay up-to-date on industry trends and where do you find professional inspiration?

ST: To stay current with industry trends and find professional inspiration, I rely on the internet. Rather than subscribing to specific podcasts or online courses, I google answers to my questions or explore topics of interest. This approach allows me to stay informed about various aspects, including technologies like AWS and Microsoft Azure, as well as the latest security procedures. By utilizing the internet as a flexible and accessible resource, I can continually learn, adapt, and ensure the security of our network.

8x8: What do you like most about 8x8?

ST: What we really like about 8x8 is how user-friendly it is. Most of our users find it incredibly easy to navigate and use, which is a huge plus for us. Another aspect we appreciate is the reliability. 99.999% uptime is pretty impressive. Even on those rare occasions when there's a hiccup, 8x8 is great at keeping us informed.

They send upfront notifications, letting us know if there's an issue and that they're already on top of it. That level of transparency is really helpful. Some companies try to keep things under wraps until they have a fix, but not 8x8. They're upfront and proactive about addressing any problems, and we really appreciate that. We're really glad we chose 8x8. It's a solid choice, and we're happy with it.

8x8: Who are your mentors and how have they influenced your career?

ST: I've drawn my inspiration from my two bosses at the places I've worked at here in the United States. They have been incredibly supportive and encouraging when it comes to my professional growth. They've always motivated me to learn new things, which led me to pursue various certifications. Back in the day, I focused on Microsoft certifications and also gained expertise in hardware - like Compaq and Dell - certifications. These certifications helped me gain a deeper understanding of how servers, computers, and their components work. I had the opportunity to get hands-on experience working with servers, PCs, laptops, and even delving into networking tasks like setting up routers, switches, and VoIP switches. My current boss has been particularly influential. He is a very encouraging person and has given me the freedom to make technological improvements and changes. Whether it's ordering new hardware or implementing innovative solutions, he trusts my judgment and provides me with the necessary support.

8x8: What big trends in communications do you anticipate next?

ST: I have a feeling that video meetings with clients might be one of the next big things. We have so much bandwidth available now, and it can make a huge difference when you can see the person you're talking to. It just adds that personal touch. It's a logical move considering most people use their cell phones to make calls, and these phones already have cameras and all that fancy stuff. So we're already set up for it. It feels like the natural next step, especially with the way internet connections have improved. So, I think video meetings could be the next wave. It's all about taking advantage of the technology we have and making communication more personal and effective.

8x8: What was the last book you read?

ST: The last book I read was "Bhagavad Gita According to Gandhi." It's Mahatma Gandhi's interpretation of one of our holy books, the Bhagavad Gita, which is a significant text in Hinduism. The Gita is originally written in Sanskrit, an ancient Indian language that can be quite challenging for people to comprehend.

However, Gandhi took it upon himself to translate the teachings into English, making it more accessible for the common person to understand. The book is quite extensive, consisting of around 804 lines divided into stanzas. It explores various concepts and provides guidance on how to lead a fulfilling life. Overall, I enjoyed reading "Bhagavad Gita According to Gandhi" and found it to be a valuable resource in understanding the essence of happiness and how to lead a meaningful life.

8x8: On a personal note, what are your hobbies?

ST: When I'm away from the office, I enjoy playing the Tabla, which is an Indian percussion instrument. Another hobby that brings me joy is gardening. I grow vegetables and flowers in my backyard.

Editor's Note: Among Samir's many talents, he pursued his passion for computer science and earned a Master's degree from Rensselaer Polytechnic Institute upon his arrival in the United States. He is also fluent in three languages: Gujarati, Hindi, and English.

Want to read another 8x8 Community member profile? Check out the profile of Todd Blake or Community Health Connections.