Outcomex has deployed a full Cisco Unified Communication platform for HammondCare to improve the organisation ability to communicate effectively in all departments. The previous telephony system that HammondCare used was an ageing system which incorporated a mix of different versions, handsets and limited functionality which subsequently impacted on the organisations communication capabilities. After delivering all key components within the Cisco Unified Communications portfolio to sites around Australia. HammondCare’s communication system has improved considerably with the organisation now having a single, unified and structured voice, video, telepresence and contact centre environment.

Client

HammondCare is an independent Christian charity specialising in dementia and aged care, palliative care, rehabilitation and older persons’ mental health. Regarded nationally and internationally as one of Australia’s most innovative health and aged care providers, HammondCare offers hospital care, residential care and community services.

Opportunity

The organisation employs roughly 3,000 staff across 46 locations, Australia wide. As more facilities, services and clients propagate through the environment, efficient and rich communication has become more important. Elevated is the need to provide exceptional service to families, clients and support agencies around Australia. Innovation is also key to the organisation, with a number of new advancements in care being rolled out over the coming months and years. The ageing telephony system had a disparate mix of versions, handsets and capabilities which was difficult to upgrade or retain support upon.

Solution

Outcomex, formerly Uplinx Group deployed a full Cisco Unified Communications environment, delivering all key components within the Cisco platform to sites around Australia. Also deployed is the next generation Cisco Contact Centre, which provides email, voice and web based services for all HammondCare departments. The platform is fully redundant, fault tolerant and heavily utilises the underpinning Cisco networking infrastructure.

Communications implemented into HammondCare;

  • Cisco Communications Manager 11.0
  • Cisco BE7000 Hardware appliances
  • Cisco UCCX 11.0 Contact Centre
  • Cisco WFM 11.0
  • Cisco AQM 11.0

Impact

HammondCare now has a single, unified and structured voice, video, telepresence and contact centre environment throughout the organisation. This provides seamless integration between desktop, mobile, traditional and desk phones – as well as the HammondCare application environment. The deployment is cost effective and extremely flexible, feedback from staff and clients has been extremely positive since the initial roll out of services.