White Papers

Nortel Network Case Study: Guy's and St Thomas' NHS Foundation Trust

Category: Enterprise Applications, Networking and Communications

Tags: national health service, pbx, voip, nhs, uk, ip

Overview One of the largest National Health Service Trusts in the UK, Guy's and St Thomas' comprises two teaching hospitals: 8,000 staff provide emergency and specialist treatment to 750,000 patients a year. Five million people call Guy's and St Thomas' every year. With 7,398 telephone extensions, it was a high priority to reduce waiting times and ensure fewer misrouted calls. To achieve this, the Trust wanted to create a single contact number and implement an IVR system to ensure callers would receive a more efficient service but could still interact with a human voice. To meet the Trust's need for high-performance, cost-effective communications, Nortel devised an award-winning integrated communications solution, combining IP telephony with contact centre capability and a state-of-the-art IVR system.

By downloading you agree to our Terms and Conditions. These include information regarding use of your personal data.

Publisher: Nortel Networks
File Format: HTML
Date Published: Jan 11, 2008
Format: Case Studies
Topics: Telephony Systems - PBX, Call Center - Contact, VoIP - IP Telephony

Similiar White Papers

Cisco IPCC Express Edition (Cisco IPCC Express)

The Cisco IP Contact Center Express Edition (formerly Cisco IP ICD) product provides the functionality, ease of implemen

Publisher: Cisco Systems | Tags: customer service, ip

Call-Center Comparison Guide

Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-cent

Publisher: VoIP-News | Tags: customer service, ip, pbx, real-time, verizon, voip

Call-Center Buyer's Guide

Use this Buyer's Guide to select the call-center solution that's a perfect fit for your business. Implementing

Publisher: VoIP-News | Tags: crm, ip, pbx, voip

Voorhees College

Voorhees College was paying a high price and receiving minimal value before it replaced its traditional telephone system

Publisher: NEC | Tags: ip, mba, pbx, voip

From Voice over IP to Unified Communications: Simplify System Management

Telephone system manageability depends to a great extent on the underlying architecture of the voice system. Some platfo

Publisher: ShoreTel | Tags: data, ip, management, network, pbx, voicemail, voip

Nortel Networks White Papers

Nortel Network Case Study: Bharti Airtel Limited

Featured white papers

The Value of Location Intelligence in the Communications Industry

Pitney Bowes

Public Services are under pressure, the challenge is to do more with less. How do you improve citizen satisfaction, increase cost efficiencies and improve service delivery? The power of location intelligence is helping many local authorities...

Download now »
Best Practices for Translating Customer Satisfaction into Revenue

Citrix Online

Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language...

Download now »
HP print solutions and 3M

Hewlett-Packard (HP)

The objective for 3M was to optimize office printing infrastructure at 3M locations worldwide, reduce total cost and environmental footprint. Some of the business benefits acheived by switching to HP print solutions...

Download now »