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NextiraOne Improves Communications at Birmingham Community Healthcare NHS Trust

October 18, 2012

By Rajani Baburajan, Call Recording World Contributor

NextiraOne, a communications services provider in Europe, has won a project from NHS Trust, Birmingham Community Healthcare, to implement a Single Point of Access for urgent referrals into its Rapid Response and community nursing services.

The project targets to replace the ageing legacy PBX system of the healthcare trust with a powerful new Voice over IP (VoIP) telephony system that incorporates centralized 24/7/365 operator service and high quality contact center facilities.

BCHC, in an effort to consolidate its telephony services to meet growing communications needs and meeting compliance, was looking to replace the ageing telephony system that consisted of a mixture of independently implemented telephony components some of which are almost 20 years old and longer.

The trust was looking for an up-to-date reliable system that would serve around 7000 users with both voice and data and would also provide customer-focused communications.  In addition BCHC Birmingham was facing changing circumstances in terms of funding and governance as part of the NHS re-organization affecting Primary Care Trusts and provider commissioner split.

“In a very competitive tender with a shortlist of five, NextiraOne gave us the right balance of functionality and cost, but above all gave us the confidence that they could meet our tight deadlines for implementation,” said David Hope, ICT project manager at Birmingham Community Healthcare, in a statement. “They are extremely experienced in delivering such complex systems and understanding the needs of the healthcare sector.”

BCHC’s new IP telephony platform, designed and installed by Nextira, provides real efficiency gains and cost benefits to the Trust. The service also includes operator services and a new contact center for around 2500 users at over 40 sites. The Enterprise Telephony Network supplied by NextiraOne also includes 40 ISDN30 circuits, across which is distributed a flexible range of 7000 DDI’s, allowing the Trust to make and receive calls to the PSTN.

The 365/24/7 Operator service uses one single number for the whole Trust reducing the time-consuming requirement for contact with individual hospitals and community sites. The Tiger Call Accounting feature helps to manage and monitor the service and statistics generated ensure that the trust is able to meet its target response time for call answering. 

The trust plans to add call recording at a later stage to help improve quality through the ability to monitor and report on critical actions.  




Edited by Amanda Ciccatelli

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