Case Study: St Raphael's Hospice.

A critical telephone system upgrade for St Raphael's Hospice with soft phones, messaging, voicemail, queuing & legacy integration.

Collaboration solutions for healthcare .

Unifi is an IT Services company, experienced in providing collaboration solutions based on Cisco Communications Manager to healthcare organisations.

St Raphael’s has been providing expert, free hospice care for people in Merton and Sutton for over 30 years. Care is provided in people’s homes, outpatient clinics and day therapy. They rely on public donations, legacies and fundraising to make an enormous difference to the lives of 1,000 terminally-ill patients every year.

Unifi was invited to tender for the installation of a new phone system when St Raphael’s moved location. Producing a design based on Cisco Unified Communications Manager (CUCM) the solution was tailored to the exact requirements of the hospice.

The scope of the project was for a robust solution comprising 100+ handsets, a replacement switchboard console, voicemail, instant messaging, a call queuing system for reception, and the ability to interface with legacy telephony services. The solution proposed by Unifi was able to meet all the technical requirements put forward whilst remaining the most commercially competitive.

Unifi’s experience and proven track record in delivering solutions into the healthcare sector gave the St Raphael’s IT staff the confidence that they were in safe hands and with an IT provider aware of the demands and challenges faced when trying to provide the best healthcare services.

The Requirement.

St Raphael’s needed to procure a modern replacement which could provide full feature parity with their existing Avaya system as well as offer additional features to users while allowing for a phased transition between the old and new platforms.

The Solution.

Cisco Unified Communications Manager on a virtualised VMWare platform.

Unifi was awarded the contract because their proposed solution met and exceeded all requirements and offered high level of redundancy. Due to the nature of the hospice’s funding, Unifi also gave the most competitive price. Unifi’s experience in working with and delivering collaboration solutions to the healthcare industry gave St Raphael’s additional peace of mind that their vital communications platform is in safe hands.

With the addition of Cisco Jabber and Cisco WebEx, Unifi offered cloud-based services to provide convenient video consultations.

The solution is based on Cisco Unified Communications Manager. With Unifi’s expertise and experience they deployed a full suite of Cisco Unified Collaboration products that were integrated with complementing products from Gamma.

The core telephony applications were installed on a Cisco Business Edition 6000 a virtual server appliance. This provided call control, voicemail, presence, contact centre, and switchboard services.

Unifi provided a complete portfolio of the services to the solution that included a dedicated Unifi project management resource who was assigned to the project at all times, and held regular update meetings with key personnel at the hospice to discuss progress and offer technical assistance with the rollout.

Following the initial application build, and hardware installation, Unifi carried out extensive System Acceptance Testing (SAT) and User Acceptance Testing (UAT) with key members of the hospice staff. In addition, bespoke, engineer-led administration training was given to technical personnel to ensure that they felt comfortable maintaining the system.

The hospice has taken Unifi’s managed support services to extend the partnership to help with the on-going support of the system.

The Benefits.

  • Hardware maintenance costs greatly reduced
  • Call charges reduced drastically by taking advantage of SIP trunks for outbound calls
  • All hardware and licencing procured for the project are owned by the hospice. Future Proof Design
  • Hybrid cloud deployment allows for future consolidation of resources into a full private cloud environment
  • Platform is ready for video. Adding endpoints would allow video calls from desktop clients or room systems
  • Cisco Jabber allows instant messaging included at no extra cost
  • Easy addition of firewall traversal services will enable telephony and video services to be consumed by users outside of the corporate environment