Future Voice acts as lifeline for NHS Trust in need of quick support
The Customer
The Challenge
For context, the system, powered by over 110 agents, acted as the entire county’s ‘one-stop’ call centre for all adult community services, as well as overflow for 111 and 999 calls.
Therefore, it needed to be 100% reliable – full stop. Plus, it had to be easy for the team to use and intuitive so that team managers could quickly make changes to workflows to ensure calls were answered as quickly as possible
The Solution
Future Voice understood the priority and began by exploring integration options for Talk Alive within RingCentral. When this proved unworkable, engineers proposed Surfly, a similar video platform that could be embedded directly into RingCentral for seamless use.
To ensure customer privacy during video calls, the
‘escalate to video’ plugin for DFO Element (part RingCentral’s NICE suite) was used, alongside
skills-based routing, to ensure only qualified agents, based in private, secure areas, could handle those interactions.
Next, considering the need for rich workforce management capabilities, Future Voice sourced and configured an AI-powered WFM tool that produced bespoke rota templates for individual employees, matching their personal working agreements with operational needs.
Looking to the Retail stores, each was supplied with wireless handsets, and the recommended Yealink W76P handsets would also mean Bravissimo’s IT team would spend less time guiding individual sites through the configuration process, instead handsets could be delivered to each individual site and configured remotely for efficient deployment.
One major technical hurdle was Bravissimo’s legacy server-based CRM. With a full cloud migration unattainable, Future Voice’s engineers collaborated closely with Bravissimo’s developers, even working out-of-hours, to ensure reliable integration, including the US-based stores.
The Results
Migration day came two weeks before HCT were due to move premises and the switch went seamlessly, with no drop in availability and employees quickly acclimatising to the system with pre-emptive training in the run-up.
The Ring Central system’s second day of operation also proved the new solution’s successful planning, with HCT experiencing its lowest-ever level of call abandonment, a testament to the efficient call-handling workflows championed by Future Voice.
Within the fortnight, HCT’s agents were then able to work from home, enabling the Trust to move premises with absolutely no impact on patient services, as well as allowing them the flexibility to work from home on an ongoing basis, as per the Trust’s future needs.
Finally, the end-result came in at half the price of other systems that Gary considered early in the process, enabling the Trust to invest more resources in its community services and extract as much public value from its budget – a true win/win for all involved!
“The entire project was so smooth and Future Voice was instrumental in its success. To the point that I was even able to take a step back and focus on other immediately pressing tasks and trust that everything was progressing as expected.
This was my sixth, and biggest, Contact Centre deployment in my career and by far the easiest. There wasn’t a single sleepless night, and I was expecting multiple!”
– Gary Adams, Head of Digital Operations, Hertfordshire Community NHS Trust
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