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: a robust solution to meet their needs.
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.
“The reports, which I had no problem setting up in RingCX, give me real-time access to the metrics that matter most to my teams,”
Nigel Turner, Business Support Manager, HCT said.
Equally, RingCentral’s Workflow Studio helped empower teams to take more charge and adapt to situations.
“The Workflow Studio puts our teams in charge of their own telephony experience,” Turner said.
RingCentral’s Workflow Studio empowers non-technical managers to take control of their telephony experience.
By providing a user-friendly platform for creating and customising automated workflows, this tool allows managers to design bespoke workflows with an intuitive visual editor or utilise pre-designed templates to automate routine tasks without the need for coding expertise.
“When they want to update where an IVR [Interactive Voice Response] points or some other aspect of the caller’s journey, our managers can do it in RingCX’s intuitive environment without any help and push it live straight away,” Turner explained.
This, paired with the introduction of call recording capabilities (previously unavailable with the old system), has proved invaluable for staff development and quality control.
However, perhaps the most impactful outcome of the RingCX implementation was the creation of a new service for emergency medical calls.
By combining a custom IVR with RingCX’s three-way calling capability, HCT developed a feature that significantly improved the efficiency of ambulance services.
The speed at which this rolled out shows how quickly results could be felt.
“On the first day we rolled out our three-way-calling capability for ambulance callouts, our teams were able to provide in-home care for 15 patients who otherwise would’ve been transported to hospitals because the emergency team didn’t know beforehand what care they needed,” Adams said.
This innovation not only saved resources for ambulance partners but also enhanced the overall patient experience by providing more targeted and efficient care.
Looking Ahead to AI for Improvement
The implementation process was remarkably smooth, with the entire system fully operational within the six-week deadline.
“It took just six weeks to complete an issue-free implementation of RingCX for more than 100 staff across various locations,” Adams noted.
“I’ve had telephony deployments that involved half the staff–and 3x the timeframe to get it done–and we still had challenges. Here, we had none. It’s amazing.”
As HCT continues to leverage RingCX’s capabilities, they are now exploring the potential of AI Quality Management.
With RingCX’s recently introduced AI-powered scorecards, HCT could significantly streamline their quality assurance processes.
This feature automatically fills out scorecards for each call and calculates scores, eliminating the need for supervisors to do time-consuming manual reviews.
“I’m confident that supplementing our RingCX platform with new AI capabilities will help us enhance both our efficiency and the caller experience for our providers and patients,” Adams stated.
The partnership between Hertfordshire Community NHS Trust and RingCentral has not only resolved immediate communication challenges but has also paved the way for continuous improvement in patient care and operational efficiency.
As the healthcare landscape evolves, RingCentral solutions stand well-equipped to provide not only time-saving solutions, but potentially lifesaving ones too.
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