Providing CCaaS for enterprises and companies is often about the same thing: improving operations.
But rarely does the reduction of wait times for these organisations result in the difference between receiving care for potentially painful ailments.
That is until CCaaS solutions are implemented in a health setting, like RingCentral's RingCX, at Hertfordshire Community NHS Trust (HCT).
HCT is a UK healthcare provider serving over 1.2 million residents in Hertfordshire and surrounding areas.
They faced a significant challenge in their communication infrastructure that forced them to uproot and, as a consequence, rethink their patient-handling solutions.
Not only were they interested in taking this downtime to upgrade their solutions, but the nature of their service meant they needed this done quickly.
It was here that HCT felt RingCentral, integrated through their technology consultant Future Voice and Data Limited, was able to offer what they needed with their RingCX contact centre solution.
RingCentral have recently released the outline of the integration and application journey HCT had with their RingCX.
Race Against Time: Integrating a Solution Quickly
When HCT's Integrated Care Coordination team was suddenly required to vacate their existing premises, they found themselves in a precarious situation.
With just six weeks to relocate and set up a new contact centre, the trust needed a robust, flexible solution to ensure uninterrupted patient care.
"We had plans to move everybody into the new building in just six weeks. Our staff coordinates important medical appointments for our patients every day, so we couldn't afford delays in setting up a new contact centre,"
Gary Adams, HCT's Head of Digital Operations, said.
The trust's legacy system, while functional, had significant limitations:
- Lack of softphone capability, restricting flexible working options
- Complex system requiring external intervention for minor changes
- No self-service capabilities for staff
RingCentral to the Rescue
After consideration and consultation with Future Voice and Data Limited, HCT chose RingCentral's RingCX contact centre solution: a way to bridge the time to market and added feature integration they were hoping to gain from the move.
The adoption of RingCX brought about significant improvements in various aspects of HCT's operations.
RingCX is RingCentral's AI-powered, cloud-based contact centre solution.
By integrating voice, video, email, SMS, live chat, social media, and over 20 digital channels into a unified platform, RingCX is designed to enhance customer experiences across multiple communication channels.
Powered by RingSense AI, RingCX is not just about consolidating your communication channels into one platform.
It also provides advanced features like real-time analytics, automated call summaries, skills-based routing, and AI-driven insights to optimise customer interactions.
These features gave the trust new capabilities to handle incoming requests and provide the analytics needed to improve their contact centre operations.
"RingCX's reports give me valuable insights into our department's key performance metrics," Adams said.
"For example, I monitor our average call wait times, and that visibility helps me quickly divert resources when it's clear we're getting busy in a particular area. Having access to this data has helped us lower average wait times by 30 percent during peak times."
This is in part thanks to RingCX's reporting and analytics dashboard. HCT has a 120-person contact centre department, making managing quite a task.
