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UPMC SMS Help Twilio is a cloud communications company which allows SMS text communications to be sent outside of the UPMC network. UPMC utilizes Microsoft Dynamic CRM Communication Module for SMS text communication.

SMS text communications are required by the Integrated Operations Center (IOC) as part of the Service Excellence Communications process. The IOC communicates unplanned IT incidents on a daily basis 24x7x365 to Executives, CIOs/Hospital/Facility Leads, Application and Infrastructure Leads, and Support Groups. This solution allows communication of these incidents even if the UPMC network is unavailable.

For further details, please review the IOC Unplanned Incident Process.