“We started looking into a few different options in order to move away from our old on-site phone systems. Although we were aware of the advantages of moving to the cloud, it was a big leap for us with fear of downtime and loss of service. We don’t have an inhouse IT team, so we needed the new system to be easy to use and flexible for the staff who operate between sites.
BlueSky UC presented us with a new solution with far more features than we were using including call queuing, on screen dialling, mobile working and video conferencing, all of which help improve our patient experience.
We felt comfortable with the new cloud platform because this was delivered to us following the installation of two leased lines and failover SoGEA for full resilience. Our services were moved away from ISDN and over to SIP which was seamless.
The installation was a success with the doctors and staff fully using the system following on site training from the Bluesky team who were helpful and informative right from the start”.
Cardiff Practice Manager
BLUESKY UC’S SOLUTION
The system was shortlisted following the comparable presentation of a Mitel solution which did not provide the same level of functionality or resilience. The decision was made by the Practice Manager and partners to proceed with BlueSky’s offering based on the local service, competitive price and well-rounded solution.
The Wildix cloud solution is delivered via Web RTC and secure by design, so there was no need to download anything to the practice’s secure network.
Both sites now operate as one, with the same features and functionality across all users. Staff can now hot desk and login between sites as the same user, device agnostic, and can dial through triage calls directly off screen via the collaboration desktop app, increasing efficiency and productivity.
Call queuing is enabled allowing the patient to be aware of their position in the queue and call recording is provided with up to 10GB hosted on the cloud before the calls are automatically exported on to the new on-site server and stored (ongoing cloud storage is also available).
System management is simple, allowing access to the call logs, times, dates and the extension number with call recordings attached, making day to day management and access to reports far easier.
New dedicated leased lines were installed at each location with failover SoGEA, providing a well-rounded solution with failover.
BENEFITS
Wildix Collaboration App makes hot desking between both sites much easier for the users allowing each member of staff to see who is available at each site on screen whilst the instant messaging is ideal for sending call back messages and reminders.
Remote diagnostics means BlueSky UC can quickly and effectively respond to any support requests, reducing the need for staff to be on site to meet engineers.
The Practice now has a far more cost-effective solution.
The management experience has been improved with a new CDR-View to the call logs and recordings, accessible via the web browser. Call reports are quickly drawn down for statistics often requested via the health board.
SUMMARY
The practice is happy with the new cloud solution provided by BlueSky UC, secure and fully resilient with no one single point of failure. The demonstration was professional and the proposal was clear, concise, and fully inclusive with no hidden extras.
