Trust shifts to the cloud

• Reduced existing internal infrastructure, maintenance and resource costs
• Introduced operational efficiencies that will benefit all users of the service, including patients and their relatives
• Gained infrastructure economies of scale by consolidating the switchboards
• Saved equipment and maintenance costs
• Using automated speech recognition to front all calls releases the switchboard team from more than 50% of routine requests, so they can concentrate on the calls with more complex requirements
• Callers to UHB’s hospitals benefit from faster response times
• Switchboard operators have more time to manage other mission-critical tasks, such as managing emergency calls and clinical on-call rotas
• Enabled Consultants to move between Trust sites as Converse’s IVR module is able to ‘find’ them by ringing their allocated numbers in turn, which means that everyone is contactable wherever they are

Consolidate and simplify

The project resolved overlapping IP addressing and routing issues. It also fixed overlapping internal telephone extension numbering which had to be managed as switchboards were consolidated.

It allowed technologies used to provide call centres, call recording, call logging and wallboards to be consolidated and simplified.