The Customer
NHS Golden Jubilee is the family of facilities which includes the Golden Jubilee University National Hospital, Conference Hotel, Research Institute, and Innovation Centre.
Established in 2002, the Golden Jubilee University National Hospital is NHS Scotland’s original national elective and diagnostic centre.
The Challenge
NHS Golden Jubilee had a requirement in the hospital and conference centre for an innovative and advanced unified communications telephony solution that streamlined the hospital’s services and provided an improved and enhanced experience for staff, patients, and visitors.
Implementation
Exchange Communications delivered a new Avaya Aura system to the hospital and conference centre, including integrating voice, video, messaging, and customer contact applications into a single, centralised system. This helps NHS Golden Jubilee improve communication and collaboration across the hospital and conference centre devices, enhancing employee efficiency and customer experience.
Key Results / Benefits
Exchange Communications successfully implemented the new connectivity which provides the following benefits.
- Improved technology – by creating a telephone enterprise solution with a single point of administration.
- Increased efficiency by meeting NHS Golden Jubilee’s communication needs on a single system and reduced training/support requirements through the uniform deployment of enterprise-wide features and dial plan.
- Transforms the way the NHS Golden Jubilee conduct business by offering a seamless engagement experience for patients, visitors and employees. Regardless of their locations, devices, or applications, users have telephony, messaging, conferencing, contact centre, video and unified communications.
- Redefined availability and security delivered through business communications applications on secure platforms that are as reliable and secure as traditional voice. High availability and security are about facilitating distributed IP technology to meet traditional voice expectations.
- Resilience capabilities, such as automatic fail-over, has helped prevent service disruption by enabling any site to function as a stand-alone system until network services are restored.
- Centralised Web-based management simplifies the administration process, and centralized licensing makes it easy for system administrators to assign user solutions to staff members anywhere within the network.